Security Operations Manager (84161)

Overview

Founded in 1973, Inter-Con Security Systems, Inc. is a leading global security company, providing a full range of physical security services to government and commercial customers on four continents. Inter-Con specializes in providing customized security services to clients whose needs exceed the capabilities of traditional guard firms. Clients include the Departments of State, Justice, Homeland Security, Energy, and Defense, as well as Fortune 500 companies, major public utilities, and ultra-high net worth individuals.

Inter-Con employs over 35,000 security personnel world-wide, trained and managed by a team of professionals with unsurpassed military, law enforcement, and security experience. Inter-Con remains 100% family owned and managed and operates as the industry leader in the field of customized, high-requirement security solutions.

Inter-Con is Everywhere Security Matters.

Job Summary

Our Operations Manager will report to the Senior Director of Operations for multiple sites across the NY region. This person will liaise with client representatives to measure contract KPI's and key long-term initiatives, mentor subordinate managers, and ensure compliance with financial performance projections.

The Operations Manager will meet or exceed all established operations goals to ensure contract compliance, while ensuring all company processes are followed. Retaining and developing successful employees through proper training will also be a part of this person's responsibility.

Essential duties and responsibilities:

Strategic Vision and Business Operation Goals - Establish weekly, monthly, and quarterly operations goals in support of the contract business plan. Provide regular updates to senior leadership on operations goals in terms of the achievement/progress via Salesforce reports, metrics, or other tools. Review all relevant reports to increase efficiency and productivity. Exhibit strong collaboration with all functional departments to achieve business goals. Strategic involvement in company and client programs, initiatives, committees, and task forces. Provide leadership oversight and guidance with direct reports to achieve goals.

Performance Management - Recruit, hire, and retain operations professionals through proper coaching and performance management. Establish performance goals for the security teams and continuously monitor progress. Ensure direct reports are properly managing performance and development of security personnel, including, but not limited to the completion of performance reviews, development plans for security officers, and potential Performance Improvement Plans for employees showing negative trending performance. Timely completion of all performance management processes for direct reports.

Training & Development - Identify team performance gaps and development areas and offer solutions to narrow the gap. Ensure all individual required training is completed, with a heavy emphasis on professional development and supporting processes. Provide leadership supervision in the development and execution of customized training and improvement processes for operations functions. Conduct regular staff and team meetings to discuss goals and strategy, celebrate successes, and share best practices. Maintain an extensive knowledge of complex industry standards, current security issues and technology and update managers on risks and threats that could impact the cluster,and provide recommendations for proactive solutions and best practices.

Customer Service - Ensure 100% customer satisfaction through excellent and frequent client engagement. Lead by example in working with various other internal departments to resolve challenging customer service-related issues timely. Must be knowledgeable of market, industry trends, competitors, and demographics to be successful in setting overall operations and customer strategies.

Other Responsibilities:

• Manage daily Security Officer operational staffing requirements and administrative functions, meeting business goals and objectives for assigned locations
• Conduct quality assurance inspections, monitor, and manage the Security Officers in the assigned region
• Ensure subordinate supervisors understand and deliver orders, ensure sufficient resources are available to support and/or establish posts in a timely fashion, and are appropriately filled according to contract requirements and post orders
• Serve as Inter-Con's Regional contract liaison with client representatives to ensure delivery of the highest quality of service within a limited turnaround time
• Oversee the training and operational employment of Field Supervisors and Security Officers
• Ensure the highest standards of conduct, appearance, performance, and training are being met at all times
• Keep the SVP of Operations apprised of contract performance by accurately communicating status of compliance and identifying any deficiencies in a timely manner

Qualifications:

• Speak, read, and write English
• Must be age 18 or older
• Four year degree in Criminal Justice, Business Administration or related field
• Minimum 3 - 5 years of professional-level experience required. Prior experience in the security industry, law enforcement and/or military required.
• Experience in scheduling, operations or other functions of security industry a plus
• Current state driver's license, clean driving record (no points in prior 3 years), and ability to safely operate a Company vehicle required
• Energetic and focused personality with a demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines.
• Demonstration of strong customer service orientation required, with ability to effectively resolve client issues in a professional and service-focused manner and to de-escalate situations before they become hostile or unpleasant required
• Outstanding verbal and written communication skills required including the ability to write effective and concise reports in neat, legible handwriting.
• Must have a high level of technological acumen or mastery of Microsoft Office software, Salesforce, HRIS Platforms, alarm response platforms, security video management, and other web-based management platforms.
• Professional, articulate; and able to use good independent judgment and discretion
• Ability to effectively enforce post orders, security standards, and company policies equitably and consistently
• Experience in hiring, developing, motivating and retaining quality staff
• Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player required
• Incumbent must be available to work outside normal shift schedule on an as-needed basis, and must be accessible by phone 24/7 for emergency response

Duties, responsibilities and activities may change at any time with or without notice.

Inter-Con Security Systems, Inc. is an Equal Opportunity Employer - Disability/Veteran.