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In partnership with Branch Leadership and functional leadership, the Client Operations Support Manager is responsible for the day-to-day operations of administrative functions at an account level a such as invoicing, scheduling, client relations, event management, compliance, and interviewing/selection for the assigned account(s) for which the Client Operations Support Manager is responsible. The Client Operations Support Manager is solely responsible for the development, upkeep, and maintenance of all systems at the account level to ensure both contractual compliance and stated financial goals through direct collaboration with the branch leadership, regional management personnel and functional departments. The Client Operations Support Manager will safeguard all personnel/licensing related files and records, have ownership of uniform and equipment procurement processes, complete all necessary paperwork related to employment in conjunction with the employee, and maintain operational metrics to drive business decisions.
Job Responsibility:
Maintain future work schedules by only assigning appropriately trained personnel
implement and improve detailed tracking staff and their completed training and certifications
develop and implement staffing plans to ensure physical security workforce is prepared for emergency operations as well as long-term growth of the workforce
Act in an Event Management capacity to ensure effectiveness of event staff to ensure they are meeting vendor and client expectations
develop and implement quality assurance programs
provide expert advice regarding resolution of any shortcomings
In partnership with Hiring Specialist and Recruiting team maintain active involvement in the recruitment, interviewing, selecting, and training of new employees
participate in the completion of performance appraisals, handling employee grievances or complaints and disciplining employees after consultation with the Branch Manager/General Manager
Safeguard personnel information as it relates to pay, benefits and performance by ensuring company record keeping is followed
Establish and maintain an onsite inventory of critical supplies in collaboration with the site team to include but not limited to emergency medical provisions, emergency rations, flashlights, batteries, inclement weather clothing, etc.
Make independent decisions when assigning personnel to work schedules to match competencies to the specific post while balancing officer utilization to reduce non-billable overtime to meet specified business goals
Allotment of open work shifts to maximize event staff utilization and reduce non-billable expenses
Submission of procurement orders
Make productivity and cost reduction recommendations to management
In partnership with Branch Manager, ensure accurate and timely submission of 90 Day event calendar
Act as back up for Scheduling by creating, modifying, and managing event schedules in ABI to ensure adequate coverage at all times
Follow all company policies regarding timekeeping procedures, meal and rest period breaks (where applicable), ensuring signatures and acknowledgements are properly documented (where applicable), and conducting weekly audits of timekeeping records to ensure accuracy
Conduct disciplinary and counseling sessions with staff as needed in a proactive and professional manner in partnership with Human Resources as needed
ensure all such issues are documented according to company standards, and that all issues receive proper follow up for resolution
Initiate termination procedures as needed for voluntary and involuntary separations
execute termination meetings as necessary and complete all follow up documentation according to company standards
Maintain high employee morale and low employee turnover through effective and proactive communications and timely problem resolution
ensure all hiring, counseling, disciplinary and termination procedures are executed in a consistent manner
Ensure a smooth-running operation by enforcing event specific policies and procedures through proper communication and training
may utilize field training staff to assist in executing event/site training
Requirements:
High school diploma or equivalent
Prior work experience as a team leader
Minimum of one (1) year of administrative, human resources, employee onboarding, and/or classroom instructor experience
Prior work experience in a dynamic administrative environment
Excellent organizational skills that include the ability to multi-task and prioritize work
Strong consultative, analytical, and problem-solving skills
Ability to communicate effectively with leadership
Proven ability to influence and engage key stakeholders
Strong strategic thinking and organizational change skills
strong problem-solving and analytical abilities
Ability to work effectively in ambiguous or evolving environments
Excellent interpersonal and collaborative skills
Ability to manage multiple tasks and recognize patterns in complex details
Strong oral and written communication skills
Skilled in maintaining order in emergency situations
able to guide and instruct staff
Proficient in computer systems and software, specifically Microsoft Office and/or Google Workspace
Skilled in coaching, mentoring, and motivating teams
Effective at active listening and issue resolution
able to quickly identify critical issues and synthesize relevant information
Competent in compiling, interpreting, and presenting data
Excellent report-writing and documentation skills
Results-oriented with a track record of setting and achieving goals
Team-oriented with negotiation and forecasting abilities
High attention to detail
Nice to have:
Service in Military Occupational Specialty related to law enforcement, security (such as Military Police, Elite Military Forces, combat arms) or any support role in a Combat Zone
Graduate of a Certified Public Safety Academy (military or civilian) in the law enforcement, adult corrections, or firefighter field
Bachelor’s degree in protective service, business, or related field
Associate’s degree (or 60 credits) in criminal justice with current or prior active military service