Job Description

Operations Manager

Reporting to the Director of Operations, this position is responsible for overseeing the Managers responsible for a portfolio of clients and all aspects of Paladin business within those portfolios. This includes supporting the clients and employees through interactions within those portfolios, as well as having oversight of financial accountabilies for the profitability of the contracts. The Operations Manager will work directly with the Security Program Managers / Security Managers / Field Managers to regularly meet with clients and security staff to ensure that everyone's needs are met. Based out of the office in Brandon, MB, the Operations Manager will be able to travel for business locally as required. In order to be effective, the Operations Manager must thoroughly understand the business operation, the strategic priorities, the culture and the competition. They will work closely with the Director of Operations, Scheduling, Human Resources and Safety Management to drive the business imperatives to provide a safe & fair work environment for employees, to grow the business profitability and retain and grow the client base.

Portfolio Management

? Ensures that Managers have complete and up-to-date Site Orders both in hard copy on site and in digital copy on the network server.


? Ensures that the required Site Training and Employee Orientation programs in place


? Works with their management team and People and Culture to ensure sufficient resources are available to meet the company's obligations.


? Meets with Management Team to ensure adequate numbers of trained security staff are in place to meet all of Paladin's contractual obligations.


? Assists Managers with escalated incidents to ensure that we take appropriate action


? Works with Managers to ensure that Key Performance Indicator reports are completed for regular review with clients, as applicable.


? Monitors all Accounts Receivable of clients and assists accounting when needed to ensure all accounts are kept up to date.


? Meets with clients to ensures that all services provided by the Managers and employees are delivered in accordance with the client's wishes and best interests and in accordance with Paladin's Code of Ethics.


? Ensures accuracy with scheduling software, and works with Managers and Portfolio Resource Coordinators.


? Supports and mentors Client Service Manager(s), Security Programs Manager(s), Contract Managers, Site Managers, and Site Supervisors to create succession planning


? Reviews financial strengths of contracts under their oversight, and ensuring cost effectiveness through overtime reduction, staffing, and pay rate / bill rate margin control.

Client Relations

? Develops and maintains excellent relationships with the clients in the portfolio.


? Make consistent visits to client sites to ensure needs and goals are being met and fulfilled.


? Ensures clients and tenants of the client are aware of and satisfied with the services provided and offered by the company.


? Develops and maintains frequent security evaluations of client facilities and ensures appropriate recommendations are made to clients so that their security needs are met.

Business Analysis and Development

? Analyzes business margins on a contract-by-contract basis to ensure the portfolio of business remains profitable. Margins will be reviewed on a monthly basis at a minimum.


? Assists in negotiating billing rates with the clients in the portfolio to ensure they remain consistent with expected margins.


? Ensure the successful implementation of Business Metrics is achieved according to site needs and goals.


? Leverages Paladin's best practices, innovations and company advancements to better support our client, people, and programs.


? Performs other duties as requested to assist with corporate and/or branch needs.

Corporate Communication

? Responds to communications from clients or staff in a timely manner.


? Communicates appropriate information to others as needed to ensure that any outstanding issues are dealt with in a timely fashion.


? Remains on-call to act as an after-hours resource for emergencies.


? Reports regularly to the Director of Operations on matters of company or client interest or significant events.