Operations - Account Manager (Guardteck)

Kandor•Burnaby, BC

About The Position

Guardteck provides tailored security solutions for a wide range of environments, including commercial buildings, residential sites, and community spaces. As part of Kandor Management Corporation, we're not your typical security company—we're building something different. We live by five core values: Community First – Servant heart, respectful, pride of place, mindful. Not selfish. Above and Beyond – Finishing touch, go the extra step, give more. Not average. Accountability – Ownership mindset, do we say, keep our word. No excuses. Creative Initiative – Outside of the box thinking, proactive problem solving, resourceful. Not indifferent. Be Awesome – Be prepared. Be well presented. Have a good attitude. Not a low vibe. If these values resonate with you, keep reading. Position Title: Account Manager Department: Operations Report to: Senior Director of Operations Manage: Site Supervisors & Frontline Personnel Where Applicable (non-supervised sites) Portfolio Focus: Client-facing, focused on relationship building, site management mentorship and contract success Customer Dialogue, Contract Deliverables, KPI Tracking, Site Team Mentorship, Financial Performance, Collections.

Requirements

Ability to work independently and as a team player.
Honesty, discipline, and commitment.
Excellent written and verbal communication skills.
Outstanding problem-solving skills, attention to detail, and awareness of Guardteck’s business environment and relationships.
Able to always maintain confidentiality and discretion.
Proven people influencing and leadership ability.
Valid class 5 Operator's License with no restrictions.
Experience working within tight deadlines with multiple priorities.
Experience working in a high-growth or entrepreneurial environment.
Ability to flex emotional intelligence to create buy-in.
Continuously pursuing a self-directed learning philosophy, always staying on the cutting edge of best practices.
Adept at creating an engaging service environment.
Brings a great sense of humour and enthusiasm.
General office computer skills (Excel, Word, WinTeam, Zendesk, etc.).

Nice To Haves

Business or Justice Studies Diploma or a combination of related experience and education considered an asset.

Responsibilities

Maintain client relationships through regular check-ins, site visits, and meetings
Ensure contract deliverables are consistently met or exceeded (e.g., staffing levels, patrol frequency, reporting standards)
Track and report on KPIs as outlined in client agreements (e.g., incident response times, staffing compliance, audit scores)
Handle client escalations and concerns, ensuring timely resolution and documentation
Facilitate quarterly or annual business reviews with clients
Support and mentor site supervisors and team leads to ensure strong leadership at the site level
Conduct regular site visits to evaluate performance, morale, and compliance
Coordinate performance evaluations and feedback sessions for site-level staff
Assist with recruitment and staffing strategy to ensure coverage and retention
Ensure post orders are understood and followed by all site personnel
Monitor and manage site budgets, ensuring alignment with financial targets
Complete and submit CRFs (Client Request Forms) for scope or service changes
Prepare Contract one-pagers
Track billing issues and discrepancies, working with finance to resolve
Follow up on collections for overdue invoices or disputed charges
Participate in regular operations meetings.
Participate in various committees when assigned.
Other duties as reasonably assigned.