Overview
City Security Services offers personalized and premium security services to all clients that entrust their safety to us.
As CSS's first line Management representative, the Operations Manager is at the forefront of day-to-day customer service and operations management, supporting the development, operations, and profitability of your assigned operational area through ensuring the best possible business performance, contract compliance and delivery. You are a direct representative of the Executive Leadership of the Company. Employee and client engagement, satisfaction and retention are directly affected by how well you perform your duties.
Demonstrating integrity in every action and interaction, along with effectively and consistently completing the tasks listed below, is essential for you to be successful in this role. The tasks listed below provide a basic guide of your daily duties. However, this is a leadership role in the security industry and CSS. As such, the nature of this role requires planning, initiative, and flexibility.
Tasks
Operations Management
- Oversee all aspects of accounts and employees assigned to you, including client management, operations, and administration.
- In conjunction with the Scheduling Coordinator, pre-plan staffing levels in line with existing contracts, expected sales and employee needs.
- Ensure the effective use all operational systems across your contracts, including any guard monitoring systems, GPS tracking systems, time, and attendance systems etc.
- Randomly inspect sites, post, and Security Officers to ensure the quality and compliance in the following areas :
Security Officer well-being, including health and safety
Compliance with Customer requirementsCompliance with CSS requirementsUniform quality and compliancePost orders are up to date and relevant.Answer telephone calls, take messages, answer questions, and provide information as needed, referring and escalating issues to the appropriate resources as needed.Respond to and report all emergency situations.Daily, weekly, and monthly reporting as required by the Company.Conducting investigations in the field as necessary to support incident reports and manage company liabilityAny other duties as assigned by the Company.Customer and Sales Management
Conduct risk, threat and hazard assessments and implement plans to reduce risksProactively participate in developing new business, including accompanying sales on appointments, if requestedCreate quotations within Company guidelines.Conduct regular (at least monthly) client meetings to ensure and gauge customer satisfaction.Receive, document, address, and where necessary, escalate customer questions and concernsJoin and participate in industry associations relevant to CSS's target marketFollow up on all outstanding invoices if requested to do so by the Corporate OfficeDaily, weekly, and monthly reporting as required by the Company.Financial Management
Ensure overtime is effectively and efficiently managed across your accountsEnsure all contracted hours within your portfolio are coveredSign off on client invoicing to ensure all hours are correctly billed, including regular and overtime hoursProactively manage the wage to revenue splitEnsure annual client increases are obtainedProactively manage contract profitabilityEmployee Management
Directly manage and oversee all employees within your reporting structure.In conjunction with HR, and the Scheduling Coordinator, proactively pre-plan staffing levels to ensure your portfolio is sufficiently staffed.Receive, document, address, and, if necessary, escalate employee questions and concerns.Conduct performance evaluations according to CSS policies and procedures.Ensure CSS recognition programs such as Officer of the Month, Officer of the Quarter or any other program that may be introduced from time to time is effectively utilized across your portfolio.Proactively monitor staff turnover to identify and address trends and patternsIf you are looking to be a part of a team where your voice matters and your contributions makes a direct impact on how the company operates, we would love to chat to you!
