Senior Operations Manager (83507)

INTER-CON SECURITY SYSTEMS INC•Baton Rouge, LA

1d•Onsite

About The Position

Founded in 1973, Inter-Con Security Systems, Inc. is a leading US-owned security company, providing integrated security solutions to government and commercial customers on four continents. Inter-Con remains under family ownership and control and operates as the industry leader in the field of customized, high-requirement security solutions. Inter-Con employs over 25,000 security officer personnel world-wide, trained and managed by a team of professionals with unsurpassed military, law enforcement, and security experience. Inter-Con is Everywhere Security Matters. Our Senior Operations Manager will report to the Senior Director of Operations for 4-5 sites across Luoisiana. 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 Senior 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.

Requirements

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
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

Nice To Haves

Experience in scheduling, operations or other functions of security industry a plus

Responsibilities

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.
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.
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.
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.
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.