Security Account Manager

Job Description

iGuard360° was established as a comprehensive security firm, responding to the growing needs of clients seeking a trustworthy and innovative security partner capable of delivering long-term security solutions tailored for condominiums and corporate clients.

iGuard360° is actively searching for a dynamic, results-oriented, and forward-thinking Accounts Manager to join our team in Ottawa. In this role, you will provide strong leadership in our business operations, ensuring the delivery of top-notch client services and the effective management of security operations to achieve both service and financial goals. This includes coaching, training, and fostering the professional development of supervisors and employees. This opportunity is well-suited for individuals who embody our core company values, possess a professional business acumen, and demonstrate entrepreneurial skills, all while remaining committed to enhancing financial performance and leadership growth.

Key Responsibilities:

• Maximize client retention by driving and ensuring customer satisfaction.
• Develop a sound understanding of client culture, requirements, and day-to-day operations.
• Ensure contractual requirements and customer expectations are translated into operating instructions including Standing/Post Orders.
• Manage Site Directors and Site Supervisors at direct supervised accounts including planning, organizing, and directing work, performance management and career development, coaching and mentoring.
• Directly managing staff at non-direct supervised accounts including coordinating mobile supervision and spot checks, staff evaluations and regular feedback, recognizing exemplary performance through commendations, coaching and issuing disciplinary action as required.
• Conduct and document regular site visits, inspections, and audits to ensure site operations are conducted within prescribed standards – contractual requirements, company policy and applicable legislation.
• Review incident reports for completeness, adherence to iGuard360° standards and action or escalate any concerns based on severity and/or frequency of issue(s) in a timely manner and appropriate manner.
• Drive corrective action and organizational engagement on all site specific operational or disservice issues.
• Prepare and/or review and action reports related to the business including site staffing (site staffing – permanent and bullpen, turnover, open shifts), financial performance (non-billable O/T, training hours, bill rates, pay rates), service (incident reports, supervisory site visit frequency), and other relevant performance indicators.
• Ensure and document that each site is fully staffed with trained, equipped, and motivated personnel who can execute on the client’s mandate and iGuard360° contractual obligations.
• Respond to complaints from clients and staff in a timely and professional manner – including conducting investigations and taking corrective action as required.
• Respond to inquiries and requests from field staff related to schedules, vacation and time-off, uniforms, pay discrepancies, etc. and facilitate action and/or resolution.
• Review and ensure that the scheduling structure is optimized and properly maintained to provide the most efficient performance output.
• Reviewing and updating site specific documentation including Standing/Post orders as required and annually at a minimum.
• Managing labour/management relationships and adhering to collective bargaining agreements for unionized sites
• Coordinating and executing all activities related to new account start-ups and close-outs.

Requirements:

• 5+ years experience working in the Security Industry, or a related field.
• 3+ years in a supervisory/management role - managing people, leading, and coaching a team.
• Valid driver’s license and the ability to operate a suitable motor vehicle.
• Valid security guard license.
• Understanding of Security Related Legislation and Knowledge of Criminal Code sections relevant and applicable to the execution of the security guard function.
• General knowledge of base building systems including Access Control Systems, Fire Alarm and Suppression Systems, Intrusion Alarms and CCTV Systems.
• Demonstrated critical thinking, problem-solving, business acumen, proactive decision making and analytical skills.
• Certified Protection Professional (CPP) or other relevant designations are a definite asset or the ability to secure industry related designations.

Specifications:

• Experience in developing recommendations, reports, and presentations
• Excellent written and verbal communication skills
• Strong organization and time management skills and the ability to prioritize and multi-task.
• Able to establish and maintain collaborative and positive working relationships with business partners and employees at all levels.
• Strong experience with Outlook, Word, Excel, and advanced Excel skills
• Flexibility to work outside of business hours to meeting client/business requirements.

Job Types: Full-time, Permanent

Salary: From $70,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Schedule:

• Monday to Friday
• On call
• Overtime
• Weekends as needed

Ability to commute/relocate:

• Ottawa, ON K2H 8S9: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have a valid driver’s licence and the ability to operate a suitable motor vehicle?
• How many years of experience do you have with Outlook, Word, Excel, and advanced Excel skills?
• Do you have a clear understanding of the Security Legislation and the Criminal Code of Canada?
• How many years of Security Account Manager Experience do you have?

Experience:

• Security Account Manager: 3 years (required)

Language:

• English (required)

Licence/Certification:

• Security Guard Licence (required)
• Certified Protection Professional (CPP) Licence? (required)

Work Location: In person

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