Operations Manager

Be proud of where you work. Walden Security is one of the nation’s largest privately-held security companies, providing a range of security services for commercial high rises, residential communities, manufacturing facilities, government buildings, automakers and more. We believe that people come first, and that investing in our employees is one of the most important aspects of business. And now we want you to join our team.

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:

Other duties may be assigned by the Regional Vice President:

• 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 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; meet with clients regularly, listen to issues, provide security and technical expertise and solutions. Ensure complete customer satisfaction;
• Ensures all established costs, quality, and delivery commitments are met;
• Organizes operating activities with all other functions of the organization and suppliers to obtain optimum service and utilization of human resources and equipment; creates action plans around 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 prior to submitting to client and coordinate 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 approximately 200 hourly employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

COMPETENCY:

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical – Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures;
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics;
• Project Management – Develops project plans; Coordinates projects; Communicates changes and progress; Manages project team activities;
• Technical Skills – Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others;
• 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;
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings;
• Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information;
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed;
• Change Management – Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results;
• Delegation – Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities;
• 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;
• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; is fully committed to the Quality Management System (QMS);
• Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources;
• 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;
• Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values;
• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Supports affirmative action and respects diversity;
• Strategic Thinking – Understands organization’s strengths & weaknesses;
• Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions;
• Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles;
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks;
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments;
• Quality – Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality;
• Quantity – Meets productivity standards; Strives to increase productivity; Works quickly;
• Safety and Security – Observes safety and security procedures;
• 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;
• 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;
• Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed;
• Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.

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.

EDUCATION AND/OR EXPERIENCE:

Associate’s degree from a college or university; at least three years 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. Ability to write reports, business correspondence, and post/procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, commissions and percentages.

REASONING ABILITY:

Ability to solve practical problems; Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Contact Management systems; Internet software; Inventory softw