Operations - Director of Client Services (Guardteck)

Kandor•Calgary, AB

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 what 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.

Requirements

Ability to work independently and as a team player.
Strong ability to build trust-based relationships with internal and external stakeholders.
Proven ability to influence and build people; expert coaching and mentoring skills.
Honesty, discipline, and commitment.
Excellent written and verbal communication skills.
Outstanding problem-solving skills, attention to detail, and awareness of environmental and relationship discrepancies.
Proven experience as a Client Services subject matter expert with 5 to 7 years of experience.
In-depth understanding of the entire MS Office suite.
CPP certification or a combination of education and experience.
Ability to organize a daily workload by priorities.
Must meet deadlines in a fast-paced, quickly changing environment.

Nice To Haves

CPP certification

Responsibilities

Lead a team of client account managers who are dedicated to the high-quality provision of Guardteck's services.
Coach and develop managers to achieve growth and focused results through regular one-on-one meetings and dedicated annual learning plans.
Maintain high-quality client and stakeholder relationships through audits, meetings, and visits.
Ensure accountability of each team member.
Develop and recommend corporate Client Services policy within the Client Services department of Guardteck.
Collaborate with other organizational departments where required with respect to the organization's vision, goals, and objectives.
Define and recommend objectives in each area of Client Services.
Make recommendations for improving the effectiveness of policies and procedures.
Identify training needs, initiate development of subordinates, and recommend effective personnel action.
Provide orientation and on-the-job training for subordinates and ensure that the authority and responsibility for each position are defined and understood.
Issue specific annual objectives to immediate subordinates and review objectives of the Client Services division.
Develop and implement strategies to enhance client satisfaction, retention, and growth.
Serve as the primary point of contact for key clients, understanding their needs and ensuring the company delivers value.
Collaborate with sales, marketing, and account management teams to create tailored solutions for clients.
Lead initiatives to gather and analyze client feedback, using insights to improve service offerings.
Provide reports to subordinates on the interpretation of results and approve changes in the direction of plans.
Oversee the organization's Client Services, ensuring processes are efficient, scalable, and aligned with company goals.
Implement best practices in Client Services management, focusing on quality, timeliness, and customer satisfaction.
Collaborate with the technology team to leverage automation and digital tools to optimize Client Services.
Review performance against operating plans and standards.
Develop specific short-term and long-term plans and programs, with the goal of continual improvement.
Present monthly reports on performance as requested by the RVP of Operations.
Drive continuous improvement initiatives to enhance productivity, reduce costs, and streamline workflows.
Direct, monitor, and appraise the performance of related business units and provide the necessary coordination between activities.
Review and approve adequate plans to control planned outputs, budget spending, labour efficiency, customer service, and resource efficiency.
Review and approve annual job budgets.
Manage the operational budget, allocating financial resources efficiently to meet business needs.
Monitor and analyze financial key performance indicators and take appropriate action to correct any item not meeting expectations.
Work closely with the finance team to ensure accurate forecasting, budgeting, and reporting of operational activities.
Approve expenses up to authorized dollar amounts.
Stay current with CPP certification.
Stay current with industry trends and best practices.
Respond to bids and quotes as required.
Participate in RFP, RFI, and RFQ processes, including but not limited to bidder's tours and short-list presentations.
Ensure employee recognition programs are being carried out.
Deliver Guardteck value-added commitments (e.g., client training, tenant training, tabletops, assessments).
Conduct assessments of client properties, offering meaningful and cost-effective recommendations.