Client Service Manager.

Overview

Job Skills / Requirements

The Client Service Manager position is an embedded member of the Account Management team for the Critical Infrastructure Protection Security Program. They play a critical role in the ongoing performance of the partnership between Paladin and the client, ensuring the timely and successful delivery of solutions, and liaising between the client and cross-functional internal teams.

They are responsible for overseeing contracted provincial security program, guard operations, security systems and technology program management, and Security Command Centre Operations. They work closely at times with other Managers and Supervisors to ensure all contractual deliverables are met.

The role requires someone with extensive physical security and integrated technology security-based experience who thrives in a customer-centric service delivery role. Their experience with guard operations, security systems, evaluations, risk assessments, and program data analytics is utilized to ensure continuous delivery of high-quality service while continually seeking program evolutions for the security program to remain an industry leader.

RESPONSIBILITIES

• Liaise regularly with client stakeholders, maintaining an excellent rapport and relationship, and responding to all communications.
• Act as a central point of escalation for the contract.
• Ensure continuous operational compliance to all contractual obligations.
• Coordinate employee deployments and work assignments.
• Lead the account management team. Develop and maintain excellent relationships with all stakeholders.
• Support supply chain logistics and coordination.
• Support the development and implementation of employee performance strategies.
• Support and resolve escalated performance-related matters.
• Provide leadership, mentoring, development, and performance monitoring for direct reports.
• Conduct frequent security evaluations and risk assessments of client facilities and provide appropriate recommendations.
• Ensure all service and maintenance is scheduled per contractual requirements and executed on target.
• Proactively manage our client’s security system infrastructure asset database, including development and execution of a Service & Maintenance Plan.
• Maintain product knowledge in security products and technology to continuously improve processes and/or reduce operating costs.
• Assess as required the hardware, software, and operating systems necessary for the quality, security, performance, availability, recoverability, and reliability of the system.
• Explore innovative ideas to replace/implement new technology while working with BCH internal stakeholders and/or external stakeholders.
• Develop proposals for procurement of new technology.
• Work with HR to ensure sufficient resources are available to meet the company’s obligation. Performs interviews and determines suitability of candidates for site assignment within the portfolio.
• Ensure all staff within the portfolio has adequate training based on requirements.
• Monitor Incident Reports and takes appropriate action on the reports that are related to sites within the portfolio.
• Remain on-call after-hours to act as a resource for emergency incidents.
• Performs other duties as requested to assist with corporate and/or branch needs.

QUALIFICATIONS

• Must have a minimum of 10 years’ experience in the security industry and a minimum 5 years of operations oriented management experience in the guard operations management.
• Must have 3 years’ experience in account management for a government or crown corporations.
• Must also have a valid class 5 driver’s license and a vehicle that will be used for work purposes.
• Post-Secondary education in Security Management, Criminology, Business, or related discipline.
• PSP or CPP designation would be an asset. If not attained, willingness to attain CPP upon acceptance into the role.

Skills and Abilities

• Proven knowledge and experience with security, business and financial reporting.
• Highly responsive with well-developed customer service skills.
• Ability to pass BC Hydro background checks and required training.
• Excellent situational awareness skills (business and security).
• Ability to lead, plan, organize, delegate and problem solve.
• Proven ability to effectively supervise and manage people.
• Computer proficiency in Microsoft Office.
• Ability to communicate effectively, both in writing and verbally, including delivering presentations to groups.
• Ability to deal with others effectively.
• Ability to function effectively in a highly dynamic environment.
• Ability to demonstrate professionalism in all situations.