COMPANY OVERVIEW :
A.S.P. Incorporated is powered by our people. A robust team unlike any other within the security industry. We innovate, we embrace change, we challenge, and we exceed client expectations.
We continuously implement new strategies and strive for an environment which creates a culture of constant improvement.
A.S.P. Incorporated has been a Security Service Provider for clients in Ontario and Alberta for the past 18 years. We currently employ in excess of 1000 Guards Company wide.
Our integrity as a service provider helps ensure we honour all our commitments to our Clients which have given us the honour to provide service to them.
A.S.P. Incorporated has the experience, dedication, organization, intellectual capital and fiscal strength to offer a complete turnkey service.
We will continue to raise the bar, because at A.S.P., "Security Matters".
POSITION SUMMARY :
The Operations Manager oversees the day-to-day provision of 24 / 7 Operations services. This position is responsible for the effective management, supervision, training and operation of a team, ensuring compliance with the contract requirements and government legislation.
The Operations Manager has full responsibility for ensuring the team successfully executes their mandate of operational and customer service excellence and is accountable for the delivery of all operational KPI's within the Scope of Service.
The Operations Manager is the primary operational point of contact / liaison for the client, and as such works closely with the client to understand their service needs and challenges in order to deliver a service which meets / exceeds expectations and proactively responds to operational changes, challenges and fluctuating needs.
JOB TYPE : Full-time
DUTIES AND RESPONSIBILITIES :
Participates in client operational meetings, committees, working groups and briefings;
Meets with client weekly / monthly to review service performance, issues, recommendations, problems, concerns, and changing requirements;
Ensures sufficient, qualified, trained and personnel to perform required services and hours of coverage; ensuring sufficient break relief and back-up guards;
Ensures daily staffing plans are designed to optimize staff deployment, break relief & leave coverage and to meet fluctuating or ad-hoc customer demands;
Develops, implements, executes and maintains Operational Plans, SOPs, Protocols and Post Orders for the effective operation and management of 24 / 7 service;
Assists the management team with establishing standardized, formal processes and procedures to :
oPlan, record and track the performance of daily post / position shift inspections;
oDevelop and deliver initial and annual employee recurrent training / certification;
oDeliver / track OJT Training for all personnel prior to being assigned duties;
oEnsure effective incident / event reporting of any incidents / event reporting;
oMaintain records of complaints, problems, incidents, events and disciplinary, operational or administrative actions taken;
oInvestigate all problems, complaints, incidents, deficiencies and take appropriate corrective action;
oMaintain Inventory Control Program of company / client issued equipment as well as procedures to protect and safeguard equipment from loss / theft, damage or misuse;
Prepares and / or reviews operational and performance reports;
Arranges for the procurement, maintenance and / or replacement of all equipment and supplies (vehicles, furniture, communications, log books, reports, etc.
required to perform the services;
Fosters and maintains collaborative working relationships / partnerships with clients and key stakeholder groups to coordinate activities, identify and resolve potential and / or actual process / procedure or performance issues / concerns and to seek opportunities for improvement;
Establishes and implements a system of monitoring, auditing, tracking, recording and reporting service delivery performance / quality assurance against established Key Performance Indicators (KPI's) to ensure consistency, quality of service and achievement of contractual requirements.
Ensures compliance with all company and client policies, standards, contractual obligations as well as government regulations.
Ensures employees meet all requirements of the company General Orders for Security Personnel and enforces all rules, policies and procedures in a fair and impartial manner;
Participates / assists in the maintenance of the Quality System and participates in reviews and meetings associated with the ISO 9001 : 2015 QPM and QSP manuals, including internal audits.
Participates in HR and Administrative functions such as recruitment, discipline, training and skills development, coaching / mentoring and performance assessment and evaluation to ensure staff are knowledgeable, qualified and skilled and provide the best passenger experience through customer focused, friendly, respectful and helpful behaviours.
Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services / processes.
This includes participation in programs which encourage, recognize and reward front-line staff for identifying improvement recommendations;
Education and Experience
Five (5) years experience in senior management / supervisory experience;
Post Secondary Education (University Degree or College Diploma) or equivalent work experience;
People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI's and SLA's
Proof of a Certified Protection Professional (CPP) designation through ASIS or Certified Security Supervision and Management (CSSM) designation through IFPO or in the process to obtain
Knowledge of the Private Investigators and Security Guards Act
Mandatory Requirements / Qualifications
A Canadian Citizen or a Permanent Resident or Landed Immigrant;
Hold a certificate demonstrating completion in a recognized Customer Service and Conflict Resolution Training Program;
Must complete company Quality Assurance program orientation;
Must be physically capable of performing all duties of the position;
Must be willing and available to be on-call to clients on a 24 / 7 basis
Law enforcement background an asset;
Industry related training and recognized certifications (e.g. CPP, PSP, APP etc.);
Skills, Abilities and Personal Suitability
Strong leadership skills and an excellent role model with the skills and ability to motivate, engage and empower front-line team;
Superior communication (oral and written), presentation and facilitation skills;
Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence;
Strong organization, planning, time management, negotiation problem solving and decision-making skills;
Strong and proficient computer skills, specifically in MS Office Applications including Microsoft Word and Excel and has the knowledge and ability to use PC based incident reporting and scheduling systems;
Demonstrates critical thinking, good judgement and problem-solving skills and the ability to make effective decisions under pressure;
Thrives in a complex, high demand, fast-paced, agile complex operational and customer-centric environment;
Innovative and continuous improvement mindset - Skilled in identifying unique problems in Service Delivery operations and formulating and recommending innovative solutions to best meet client needs
Solid surveillance / observation / information gathering / investigation and report writing skills;
Demonstrates professionalism, integrity and good judgement and objectivity;
Agile, vigilant and able to detect problems and react quickly;
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Please note that due to high volume of applicants only short-listed candidates will be contacted.
We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
If contacted for an employment opportunity, please advise Human Resources if you require accommodation.