Our Account Managers (Client Services Managers, CSM) are responsible for managing a portfolio of clients and all aspects of Paladin business within the portfolio to ensure total client satisfaction. This includes being the main point of client contact and proactively managing the security team that works within the portfolio. The CSM will regularly meet with clients and security staff to ensure that everyone’s needs are met, including client contractual requirements and employee satisfaction.
Attention to detail is paramount in every aspect to ensure that a quality product is delivered to our client and the tenants that occupy their facilities. Continuous evolution of the security program at client sites is required to remain an industry leader, and to display our excellence to existing and potential customers.
TYPICAL DUTIES & RESPONSIBILITIES:
- Develops and maintains excellent relationships with the clients in the portfolio. - Works with Human Resources to ensure sufficient resources are available to meet the company’s obligation; Performs interviews and determines suitability of candidates for site assignment within the portfolio. - Ensures all staff within the portfolio has adequate training based on industry, corporate and client contractual requirements. - Provides leadership, motivational and disciplinary discussions with all staff assigned within the portfolio, as needed. - Provides mentoring and work closely with all Supervisors within the portfolio to ensure client contractual obligations are being met. - Completes corrective action forms when required and communicate with Paladin Employee Care team during this process. Ensure all completed corrective action forms are sent to HR for filing. - Performs evaluations of staff assigned to sites on an ongoing basis and in accordance with company policies. - Ensures all client sites have up to date and complete Site Post Orders both in hard copy on site and in digital copy on the network server. - Ensures that there are thorough Site Training and Employee Orientation programs in place at all sites within the portfolio and that all newly-assigned staff demonstrates competence on site. This will include having a training checklist completed by each staff on-site and filed on network server. - Ensures that there are adequate numbers of trained security staff to meet all of Paladin’s contractual obligations within the portfolio of business. - Monitors client schedules for each location and work closely with Portfolio Resource Coordinator (PRC) to ensure overtime is monitored and kept at a minimum to ensure the portfolio of business remains profitable. - Submits margin reports to Director on a monthly basis (at a minimum). - Monitors staff wages in the portfolio and ensures they are within contractual requirement and margins as indicated and approved by the Director. - Monitors all accounts receivable of clients within the portfolio and assists accounting when needed to ensure all accounts are kept up to date. - Develops and maintains frequent security evaluations of client facilities and ensures appropriate recommendations are made to clients so that their security needs are met. - Communicates appropriate information to Operations / Field Managers as needed to ensure that any outstanding issues are dealt with in a timely fashion. - Monitors Incident Reports and takes appropriate action on the reports that are related to sites within the portfolio. - Assists with any site requirements and needs including office supplies, uniform, equipment and Tracktik. - Ensures any KPI reports are completed as required by client site and contractual requirements. - Ensures all regular client meetings are documented and filed within vertical folder on network server. - Ensures Corporate OH&S Policy is understood and followed by all employees in the portfolio. Also, ensures each employee has signed off that the OH&S policy manual has been read and understood. - Remains on-call to act as an after-hours resource for emergencies. - Reports regularly to the Director, on matters of company interest, client interest, significant events, and out of office activities. - Develops and promotes Paladin’s business where possible in a professional and positive manner. - Conducts his/herself in a professional and respectful manner. - Ensures that all services provided by staff assigned within the portfolio are delivered in accordance with the client’s wishes and best interests and in accordance with Paladin’s Code of Ethics. - Responds to communications from clients or staff in a timely manner. - Ensure all client portfolio files and documents are stored within vertical folder on network server. - Performs other duties as requested to assist with corporate and/or branch needs.
Education and Experience
- Minimum of 2 years’ experience in a supervisory or managerial capacity, or a combination of relevant experience and education will be preferred. - Applicants must also have a valid Class 5 BC Driver’s License and a vehicle that will be used for work purposes. - Working knowledge of appropriate legislation and provincial/national standards on building codes, security, and protection of privacy. - A diploma in Security Management, Criminology or related discipline would be an asset. - Willingness to join industry professional associations and have a desire to learn through professional certification processes.
Skills and Abilities
- Ability to lead, plan, organize, delegate and problem solve. - Proven ability to effectively supervise and manage people. - Computer proficiency in Microsoft Word, Excel, PowerPoint. - Effective communication, both written and verbal, including delivering presentations to groups. - Ability to function effectively in a highly dynamic and ever evolving environment. - Demonstrated professionalism in all situations.
About Paladin Security
Paladin Security offers the best employment and most development opportunities of any security company in the country. With a coast to coast reputation as the Employer of Choice, Paladin was selected Best Place to Work 2016 and is the only security firm ever to be recognized as one of Canada’s Best Managed Companies.