Successful deployment of all security services contracts within financial, operational, quality and customer specifications. Lead, mentor, coach and supervise all personnel under their assignment.
• Serve as primary or secondary liaison with all branch customers; ensure 100% customer satisfaction and retention.
• Understand expectations of existing clients and build relationship of trust and responsiveness
• Manage the functions of payroll, training, billing payable and equipment management, as required; constantly monitor functions for accuracy; provide financial report to Director of Operations.
• Conduct routine inspections and audits of accounts and account management team.
• Lead and manage new account start-ups/transitions.
• Develop and update the post orders and operational guidelines for all accounts, to include contingency/emergency plans.
• Conduct regular quality assurance audits and inspections of all accounts and develops quality standards and metrics that are used to evaluate performance.
• Manage safety program and interact with all branch personnel to meet or exceed safety goals.
• Coordinate with HR manager/Office Manager in ensuring proper employee selection, all posts are filled with high caliber staff and overtime is limited to planned levels.
• Maintain, coordinate and supervise account scheduling function and directly supervise utility officer pool in conjunction with account managers; create an optimum schedule each week that maximizes security service coverage while minimizing direct labor costs.
• Assist with branch P&L management with a keen focus on keeping labor-related costs and unbilled overtime as low as possible and within regional tolerances.
• Work with Director of Operations in creating and managing to an annual budget.
• Authorize and manage all expenses associated with account and regional operations.
• Manage the regional fleet of vehicles, including motor vehicles, golf carts and other vehicles used in providing security services; reviews and audits the condition of vehicles, maintenance records and gas purchases.
• Ensure high account morale and officer retention
• Work with account managers to make sure each account has the proper resources, equipment and support to deliver legendary service
• Prepare and coordinate account work schedules in concert with account managers.
• Work with Account Managers and HR/Office Manager.
• Assist Director of Operations with investigations, as requested.
• Identifies and develops emerging associates for promotion.
• Ensure that all account operations are in full compliance with company standards and all applicable laws and regulations
• Serve as Acting Director of Operations or as situations dictate.
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