The Regional Director of Operations’ role is comprised of three major functions:
(1) The Regional Director is responsible for formulating sales, marketing, and business development strategies through identification of market direction and trends and expanding new and existing customer relationships into increased content for existing and new business, with a focus on short and long-term opportunities that fit our strategic vision. (2) S/he oversees the daily activities of the Operations/Unit and provides thought leadership and oversight on all aspects of program/project control and management. The Regional Director develops and maintains a master schedule of all projects throughout the initiation, design, and life-cycle of Operations procedure. (3) The Regional Director additionally provides appropriate leadership and supervision to a regional team including a Branch Office Operations Manager, Scheduling Specialist, and Field Manager. S/he is responsible for coordinating and implementing appropriate strategies for motivating team members and informing the senior leadership team of these efforts.
Participate in business development for the market through leads developed by field team and new hires.
Conduct comprehensive assessments of the current and emerging market, future trends, and the competitive landscape to identify and prioritize opportunities and mitigate threats and ensure understanding across the Metro One LPSG team.
Coordinate the Company’s advertising, trade show, public relations, and external communications activities.
Build and maintain customer relationships, and oversee Metro One LPSG’s customer service initiatives, including gathering and interpreting customer feedback and acting as the internal voice of the customer.
Monitor the security guard industry to find and evaluate acquisition targets, consistent with the strategic plan.
Plan new business start-ups with Field Operations and Scheduling staff.
Responsible for direct leadership of a Branch Office Operations Manager, a Scheduling Specialist, and Field Managers.
Sustain client relations through regular communication, design and implement action plans in response to client concerns with the service.
Ensure that all client locations are visited by respective Field / Account manager.
Ensure client issues and complaints are addressed with appropriate urgency and provide appropriate follow up and communication for resolution.
Ensure compliance to all Human Resource directives, policies and procedures.
Ensure associate issues and complaints are addressed with appropriate urgency and provide appropriate follow up and communication for resolution.
Attain goals for hiring, overtime, open posts client satisfaction, and business development.
Serve as escalation and resolution point for difficult employee or client related issues.
Lead the team in procedures for maintaining quick response time and resolution to any issues.
Conduct performance reviews and records of discussion as needed.
Lead weekly departmental quality calibrations, weekly management meetings, and other performance driven meetings.
Contribute to team effort by completing related projects as needed.
Manage all Field/Account Managers within the region ensuring all field personnel are performing their responsibilities to company standard.
Sustain the quality of the service at and above standards established by Metro One and clients.
Identify service breakdowns through the use of KPI’s prior to the client and devise and implement appropriate action plans.
Adhere to Metro One corporate policies and procedures and business processes.
Perform other duties as assigned.
5 – 8 years of related experience in the security guard industry.
5 + years of previous leadership or supervisory experience.
Law Enforcement experience preferred.
College degree preferred.
Previous experience with computer software including Time and Labor Management Software, Excel and MS Word (Power Point a plus).
Previous experience and proven abilities to effectively and proactively manage change and implement process improvement.
Professional and efficient verbal and written communication skills.
Ability to effectively coach, train and develop a team..
Excellent interpersonal skills.
Ability to prioritize and organize multiple tasks.
Since 1984, the Metro One LPSG brand has been recognized for consistency in delivering professional security services. From uniformed presence and special events to retail, industrial installations, hospitality, auction houses, sporting events, and logistics, we tailor our service to fully integrate into the client's loss prevention/security program and play a key role in obtaining the clients objectives.