Head of Operations & Business Management

Urban Security offers personalized and premium security services to all clients that entrust their safety to us.

As CSS’s first line Management representative, the Operations Manager is at the forefront of day‑to‑day customer service and operations management, supporting the development, operations, and profitability of your assigned operational area through ensuring the best possible business performance, contract compliance and delivery. You are a direct representative of the Executive Leadership of the Company. Employee and client engagement, satisfaction and retention are directly affected by how well you perform your duties.

Demonstrating integrity in every action and interaction, along with effectively and consistently completing the tasks listed below, is essential for you to be successful in this role. The tasks listed below provide a basic guide of your daily duties. However, this is a leadership role in the security industry and CSS. As such, the nature of this role requires planning, initiative, and flexibility.

Schedule
Sunday to Monday
Time: 6:00 AM to 5:00 AM

Operations Management

Oversee all aspects of accounts and employees assigned to you, including client management, operations, and administration.

In conjunction with the Scheduling Coordinator, pre‑plan staffing levels in line with existing contracts, expected sales and employee needs.

Ensure the effective use all operational systems across your contracts, including any guard monitoring systems, GPS tracking systems, time, and attendance systems etc.

Randomly inspect sites, posts, and Security Officers to ensure the quality and compliance in the following areas:

Security Officer well‑being, including health and safety

Compliance with Customer requirements

Compliance with CSS requirements

Uniform quality and compliance

Post orders are up to date and relevant.

Answer telephone calls, take messages, answer questions, and provide information as needed, referring and escalating issues to the appropriate resources as needed.

Respond to and report all emergency situations.

Daily, weekly, and monthly reporting as required by the Company.

Conducting investigations in the field as necessary to support incident reports and manage company liability.

Any other duties as assigned by the Company.

Customer and Sales Management

Conduct risk, threat and hazard assessments and implement plans to reduce risks.

Proactively participate in developing new business, including accompanying sales on appointments, if requested.

Create quotations within Company guidelines.

Conduct regular (at least monthly) client meetings to ensure and gauge customer satisfaction.

Receive, document, address, and where necessary, elevate customer questions and concerns.

Join and participate in industry associations relevant to CSS’s target market.

Follow up on all outstanding invoices if requested to do so by the Corporate Office.

Daily, weekly, and monthly reporting as required by the Company.

Financial Management

Ensure overtime is effectively and efficiently managed across your accounts.

Ensure all contracted hours within your portfolio are covered.

Sign off on client invoicing to ensure all hours are correctly billed, including regular and overtime hours.

Proactively manage the wage to revenue split.

Ensure annual client increases are obtained.

Proactively manage contract profitability.

Employee Management

Directly manage and oversee all employees within your reporting structure.

In conjunction with HR, and the Scheduling Coordinator, proactively pre‑plan staffing levels to ensure your portfolio is sufficiently staffed.

Receive, document, address, and, if necessary, elevate employee questions and concerns.

Conduct performance evaluations according to CSS policies and procedures.

Ensure CSS recognition programs such as Officer of the Month, Officer of the Quarter or any other program that may be introduced from time to time is effectively utilized across your portfolio.

Proactively monitor staff turnover to identify and address trends and patterns.

If you are looking to be a part of a team where your voice matters and your contributions makes a direct impact on how the company operates, we would love to chat to you!

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