Sr. Operations Manager - Atlanta, GA

Walden Security•Atlanta, GA

7h•Onsite

About The Position

The Sr. Operations Manager is responsible for managing all activities related to branch operations and the development of branch services for assigned accounts, either personally or through subordinate supervisors. This role supports the General Manager in implementing branch policies and goals within the Operations Department and acts as a liaison, communicating operational needs to departments like Human Resources and Training. The manager partners with HR and Training to ensure comprehensive training for all assigned employees, covering client, company, government, and customer policies, procedures, and regulations, including site-specific and annual refresher training. Key responsibilities include coordinating operating activities for optimal service and resource utilization, developing action plans for problem areas, and ensuring contractual scheduled hours are met while effectively managing overtime costs. The Sr. Operations Manager oversees other Operations Managers to ensure client needs are met, regularly engages with clients to address issues, provides security and technical expertise, and offers solutions to ensure complete customer satisfaction. The role is crucial for the successful operational implementation of new contract start-ups, encompassing personnel, materials, training, facilities, and equipment. Additionally, the manager reviews service and operating reports, resolves operational and maintenance problems, oversees payroll and employee information, and develops staff through performance management. The position requires capable utilization of WinTeam for business management reports and being available via cell phone 24/7 for emergencies. This role directly manages two or more Operations/Account Managers, provides internal direction, and assumes charge in the General Manager's absence.

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.
Knowledge about Contact Management systems.
Knowledge about Internet programs.
Knowledge about Inventory software.
Knowledge about Payroll systems.
Knowledge about MS Office Project Management software.
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.

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.
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.