Summary

Manages all activities related to branch operations and development of branch services for assigned accounts by performing the following duties personally or through subordinate supervisors.

Essential Duties and Responsibilities

Maintains security operations business plans to include all program requirements, labor hours, cycle, production costs, and image; Provides input to the development of service strategy and research and development of new and emerging services; Maintains accountability for ensuring the successful implementation of new contract start-up, including personnel requirements, material, training, subcontract, facility, tooling, and equipment needs;  Takes a proactive role in meeting client needs; meets with clients regularly, listens to issues, provides security and technical expertise, and offers solutions. Ensure complete customer satisfaction.  Ensures all established costs, quality, and delivery commitments are met; Organizes operating activities in conjunction with all other functions of the organization and suppliers to achieve optimal service and utilization of human resources and equipment; creates action plans addressing key problem areas and constraints.  Reviews service and operating reports and directs the resolution of operational, service, and maintenance problems to ensure minimum costs and prevent lost coverage; Performs administrative activities associated with the effective management of assigned account operations, including compiling, storing, and retrieving data for reports; Partners with Human Resources to ensure thorough training of all assigned employees in the area of client, company, government, and customer policies, procedures, and regulations. Coordinates and/or conducts site-specific OJT, client-specific training, and annual refresher training for security personnel, as well as meets corporate training standards; Meets all contractual scheduled hours with a minimum of unbilled overtime. Ensures that overtime costs are managed effectively within company targets; Reconciles security logs against shift responsibilities and patrols; reviews incident reports before submitting to the client, and coordinates preliminary investigations;  Performs account audits and off-hour visits, completing required documentation; Develops/maintains operational procedures so that valid, site-specific post orders are always available for reference by the security staff; Manages uniforms, equipment, supplies & vehicles needs at each client site; maintains inventory of equipment. Maintains responsibility for assigned account(s) and security personnel seven days a week. Although supervision is in place, the Operations Manager must be available via cell phone for emergency or placement purposes. All contacts/calls must be responded to promptly.

Supervisory Responsibilities

Manages 1-5 subordinates who supervise up to 75 employees in the various accounts/posts. Responsible for the overall direction, coordination, and evaluation of these sites. Also directly supervises up to 200 hourly employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Operations Manager is subject to supervision by the General Manager

Competency
To perform the job successfully, an individual should demonstrate the following competencies (minimum of 5):

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others. Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills. Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapts to new product introduction, emergent business needs, and business evolution. Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan—goal and detail-oriented. Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.  Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.  Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity, Promotes a harassment- free environment; builds a diverse workforce. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.  Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree from a four-year college or university; and three to five years of management experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations using the English language.  Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information in one-on-one and small group situations, respond to questions from groups of managers, clients, customers, other employees of the organization, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to apply concepts as fractions, percentages, ratios, and proportions to practical situations. 

Reasoning Ability

 Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Computer Skills

To perform this job successfully, an individual should know about Contact Management systems, Internet software, Inventory software, Payroll systems, MS Office Project Management software, and intermediate to advanced MS Office (Word, Excel, Outlook) software skills.

Certificates, Licenses, Registrations

Current/valid state driver’s license 

Other Qualifications

Available 24 hours per day, seven days per week. Travel up to 50% to inspect assigned accounts/posts or corporate travel as needed. Ability to pass a drug screen and criminal background check.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, the ability to adjust focus, and the ability to see and distinguish basic colors.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Other Tasks

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

#WaldenWay