Sr. Operations Manager - Atlanta, GA

Walden Security•Atlanta, GA

21h•Onsite

About The Position

Manages all activities related to branch operations and development of branch services for assigned accounts by performing the following duties personally or through subordinate supervisors. Assists the General Manager in implementing branch policies and goals within the Operations Department. Effectively communicates the needs of the Operations Department to the other departments, such as Human Resources and Training. Partners with Human Resources and Training to ensure thorough training of all assigned employees in the area of client, company, government, and customer policies, procedures, and regulations. Coordinate and/or conduct client/site-specific training, and annual refresher training for security personnel, as well as meet corporate training standards. Coordinates operating activities with all other functions of the organization to obtain optimum service and utilization of human resources and equipment; creates action plans around key problem areas and constraints. Ensures that all contractual scheduled hours are met with a minimum of unbilled overtime. Ensures that overtime costs are managed effectively within company targets. Works with Operations Managers to ensure that they are meeting all contract obligations regarding labor hours, reporting, and other contract specifications. Develops and maintains operational procedures so that valid, site-specific post orders are always available for emergency reference by the security staff. Oversees Operations Managers in meeting client needs; meets with clients regularly, listens to issues, provides security and technical expertise, and offers solutions. Ensure complete customer satisfaction. Ensures the successful operational implementation of the new contract start-up, including personnel, materials, training, facilities, and equipment needs. Reviews service and operating reports and directs the resolution of operational, service, and maintenance problems to ensure minimum costs and prevent lost coverage; Oversees payroll records and other employee and business information; reviews client and company reports for accuracy and timeliness. Develops staff in both technical and professional skills through performance management (coaching, counseling, disciplining, annual formal performance evaluations, recognition, etc.) Ensures employee grievances are heard and resolved, and that personnel records are updated and accurate. Capably utilizes WinTeam to produce reports (such as Customer/Department Overtime, Scheduling Activity, Invoice Aging by Tiers, Training Summary, and Training detail reports) that require interpretation and action for effective business management; supports Operations Managers and Account Managers in WinTeam as needed. Responsible for Operations Managers, Account Managers, and security personnel seven days a week. Although supervision is in place, the Senior Operations Manager must be available via cell phone for emergency or placement purposes. All contacts/calls must be responded to promptly.

Requirements

Bachelor's degree from a four-year college or university; a minimum of three years of management experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations using the English language.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information in one-on-one and small group situations, respond to questions from groups of managers, clients, customers, other employees of the organization, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions and percentages.
Ability to apply concepts as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Know about Contact Management systems, Internet programs, Inventory software, Payroll systems, MS Office Project Management software, and intermediate to advanced MS Office (Word, Excel, Outlook) software skills.
Current/valid state driver’s license
CPR/AED/First Aid Certification
Available 24 hours per day, seven days per week.
Travel over 50% to inspect assigned accounts/posts or corporate travel as needed.
Regularly required to talk or hear.
Frequently required to stand, walk, sit, and use hands to finger, handle, or feel.
Occasionally required to reach with hands and arms; climb or balance, and stoop, kneel, crouch, or crawl.
Must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, depth perception, the ability to adjust focus, and the ability to see and distinguish basic colors.
The noise level in the work environment is usually moderate.
Demonstrates knowledge of EEO policy.
Shows respect and sensitivity for cultural differences.
Promotes a harassment-free environment.
Follows policies and procedures.
Completes administrative tasks correctly and on time.
Supports the organization’s goals and values.
Observes safety and security procedures.
Determines appropriate action beyond guidelines.
Reports potentially unsafe conditions.
Uses equipment and materials properly.
Is consistently at work and on time.
Ensures work responsibilities are covered when absent.
Arrives at meetings and appointments on time.
Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Volunteers readily.
Undertakes self-development activities.
Seeks increased responsibilities.
Takes independent actions and calculated risks.
Looks for and takes advantage of opportunities.
Asks for and offers help when needed.
Displays original thinking and creativity.
Meets challenges with resourcefulness.
Generates suggestions for improving work.
Develops innovative approaches and ideas.
Presents ideas and information in a manner that gets others' attention.

Nice To Haves

Analytical – Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures; Synthesizes complex or diverse information; Uses intuition and experience to complement data.
Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
Professionalism – Approaches others in a tactful manner; Reacts well under pressure. Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Follows through on commitments.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services; Continually works to improve supervisory skills.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; is fully committed to the Quality Management System (QMS).
Cost Consciousness - Works within approved budget; Develops and implements cost-saving measures. Contributes to profits and revenue; Conserves organizational resources.
Diversity- Educates others on the value of diversity, Builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support – Benefits the organization through outside activities; Supports affirmative action and respects diversity.
Strategic Thinking - develops strategies to achieve organizational goals; understands organization's strengths & weaknesses. Displays willingness to make decisions; exhibits sound and accurate judgment; Adapts strategy to changing conditions; supports and explains reasoning for decisions; makes timely decisions.
Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against the standard of excellence.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Develops realistic action plans. Sets goals and objectives; Organizes or schedules other people and their tasks.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work promptly; Strives to increase productivity; Works quickly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapts to new product introduction, emergent business needs, and business evolution.
Goal and detail-oriented.

Responsibilities

Assists the General Manager in implementing branch policies and goals within the Operations Department.
Effectively communicates the needs of the Operations Department to the other departments, such as Human Resources and Training.
Partners with Human Resources and Training to ensure thorough training of all assigned employees in the area of client, company, government, and customer policies, procedures, and regulations.
Coordinate and/or conduct client/site-specific training, and annual refresher training for security personnel, as well as meet corporate training standards.
Coordinates operating activities with all other functions of the organization to obtain optimum service and utilization of human resources and equipment; creates action plans around key problem areas and constraints.
Ensures that all contractual scheduled hours are met with a minimum of unbilled overtime.
Ensures that overtime costs are managed effectively within company targets.
Works with Operations Managers to ensure that they are meeting all contract obligations regarding labor hours, reporting, and other contract specifications.
Develops and maintains operational procedures so that valid, site-specific post orders are always available for emergency reference by the security staff.
Oversees Operations Managers in meeting client needs; meets with clients regularly, listens to issues, provides security and technical expertise, and offers solutions.
Ensure complete customer satisfaction.
Ensures the successful operational implementation of the new contract start-up, including personnel, materials, training, facilities, and equipment needs.
Reviews service and operating reports and directs the resolution of operational, service, and maintenance problems to ensure minimum costs and prevent lost coverage; Oversees payroll records and other employee and business information; reviews client and company reports for accuracy and timeliness.
Develops staff in both technical and professional skills through performance management (coaching, counseling, disciplining, annual formal performance evaluations, recognition, etc.)
Ensures employee grievances are heard and resolved, and that personnel records are updated and accurate.
Capably utilizes WinTeam to produce reports (such as Customer/Department Overtime, Scheduling Activity, Invoice Aging by Tiers, Training Summary, and Training detail reports) that require interpretation and action for effective business management; supports Operations Managers and Account Managers in WinTeam as needed.
Responsible for Operations Managers, Account Managers, and security personnel seven days a week.
Must be available via cell phone for emergency or placement purposes.
All contacts/calls must be responded to promptly.
Manages two or more Operations/Account Managers who oversee the day-to-day operations of their accounts.
Communicates the operational needs to the other departments in the branch (Human Resources and Training) and ensures that each Operations and/or Account Manager has the essentials to manage accounts effectively.
Serves to provide internal direction at the branch and is in charge when the General Manager is absent.