Sr. Operations Manager - Atlanta, GA

 

 

Summary

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.

Essential Duties and 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. 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.

Supervisory Responsibilities

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. 

Competency: To perform the job successfully, an individual should demonstrate the following competencies (minimum of 5):

• Competency 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