Client Operations Manager

JOB SUMMARY: Provide web-based training to end users in effective use of Securitas propriety systems and commercial software and hardware packages. Provide user support to field offices; resolves/assists in resolving system and technical questions.  Reports to Director of Client Operations.

 

ESSENTIAL FUNCTIONS

·         The functions listed describe the business purpose of this job.  Specific duties or tasks may vary and be documented separately.  The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

·         All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.

·         Employees are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.

·         In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Employees are required to notify superiors upon becoming aware of unsafe working conditions.

·         All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.

1.       Manage and lead team by organizing and monitoring work processes of Trainers, including Quality Assurance Team as needed.

2.       Assist in planning, monitoring, coaching and appraising team results.

3.       Assist in implementing productivity standards, resolving operations problems, maintaining reference material, and implementing/maintaining policies and procedures.

4.       GCA liaison, coordinate client demos and partner with UAT in interpreting/translating client and field operation needs.

5.       Assist Trainers with remote trainings/demos to field and client users on proprietary officer software and client portal.

6.       Assist UAT in testing of system software updates and escalating system issues as needed.

7.       Lead team in creating training documentation, User Manuals, remote training documentation and  presentations.

 

MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

·         Bachelor or Associate degree in business plus five years progressively responsible experience or five years of equivalent experience.

·         Minimum five years experience in training and supervising.

·         Demonstrated knowledge of computer systems, particularly Microsoft suite or equivalent.

 

EDUCATION/EXPERIENCE:

·         Bachelor or Associate degree in business plus five years progressively responsible experience or five years of equivalent experience.

·         Minimum five years’ experience in training and supervising.

 

COMPETENCIES: (as demonstrated through experience, training, and/or testing):

·         Demonstrate leadership skills, recognizing employee strengths, where improvement is needed, and how to properly use the skillsets of each team member

·         Ability to analyze problems, collaboratively make decisions, solve problems, and foster innovation

·         Planning, organizing and project management skills

·         Communicates effectively

·         Strong customer and results orientation

·         Ability to interact effectively at all levels and across diverse cultures

 

WORKING CONDITIONS AND PHYSICAL/MENTAL DEMANDS

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:

 

·         Maintaining composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations

·         Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.

·         Handling and being exposed to sensitive and confidential information

·         Manual /