Job Description

Job Skills / Requirements

• Manage our Operational Support & Specialty Services teams and ensure effective utilization of staffing resources
• Ensure team members are appropriately licensed, certified, and trained
• Review daily operational and escalation reports; follow-up with performance and conduct issues, as required
• Communicate regularly with the Talent Acquisition team to facilitate internal transfers into vacant positions, as available; conducts interviews with all candidates to ensure potential employees are a suitable for the team
• Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Provide motivational and disciplinary discussions with all team members; conduct performance reviews and investigations, as required
• Perform evaluations of staff assigned to Operational Support & Specialty Operations in accordance with company policies
• Mitigate risk when it comes to Employment Standards, Human Rights and Occupational Health Safety as it pertains to daily employee support and communication
• Implement best practices relating to system and/or process changes
• Develop KPIs for the department with the Operations Manager
• Meet with the OpEx Team Leads on a biweekly basis, providing updates on department results, challenges, and successes
• Remain on-call to act as an after-hours resource for emergency situations
• Lead and mentor Operators within the Paladin Support and Specialty Operations teams
• Develop short-term and long-term strategies to improve KPI’s
• Develop and update departmental policies and procedures with the Operations Manager
• Audit and maintain equipment by conducting regular inspections, assessments, and audits
• Liaise with members of OHS and our branch leadership to ensure emergency procedures are updated regularly as needed
• Analyze KPIs on a contract-by-contract basis to ensure that client expectations are met and ensures that any service delivery issues are addressed in a timely manner
• Support our Operations Manager in KPI delivery, presentations, and corrective actions
• Communicate appropriate information to operational teams and the Field Management Unit as needed, to ensure that any outstanding issues are dealt with in a timely fashion
• Review all summary and escalation reports daily from the Operational Excellence team
• Ensure that Supervisor follow-ups occur to ensure performance and reporting aligns with expectations
• Maintain and update staff schedules using WinTeam scheduling software, ensuring accurate coverage and alignment with operational goals
• Ensure all staff complete required training in accordance with Paladin standards and that all associated documentation is accurately recorded and maintained
• Perform other duties as requested to assist with operational needs

• Prior experience in a security operations centre or similar environment
• Post-secondary education in business administration or related is preferred
• Working knowledge of Employment Standards Legislation and Human Rights Legislation
• Strong interpersonal and leadership skills, and excellent verbal and written communication
• Demonstrated ability to plan, organize, problem-solve, and execute solutions
• Strong working ability in MS Office suite