Department: 400 – Field Operations Administrative Staff
Reports to: President and Vice President
SUMMARY / SCOPE OF ASSIGNMENT:
The Director of Operations is the leading person in charge of the overall success and functionality of the Field Operations Team. Ultimately, he or she is responsible for every aspect of the company’s field operations department including staffing, training, client relations, scheduling, planning, logistics, complaint resolution, and long term development. It is important that the Director of Operations balances his or her oversight of day to day tasks by delegating work to individuals as well as focus on long term goals.
JOB DUTY SUMMARY:
- Provide leadership and management to all company staff including the leadership team.
- Engage with management, as well as security officers, at all levels, to facilitate the adoption of and compliance of all operating standards and practices as well as the adherence to the company handbook.
- Create and enforce all procedures, policies, and directives. Adopt proposed policies by the management staff.
- Provide calm and professional leadership and security management advice, guidance and support to all staff members.
- Schedule all employees to ensure minimal overtime and all sites are covered.
- Meet with clients on a regular basis to determine the company’s overall performance and to make sure the company is meeting the expectations of all clients.
- Assist in compliance as needed. Act as the primary complaint resolution official within the company.
- Ensure managers are meeting New England Security’s standards and practices.
- Manage officer performance and address all infractions with employees.
- Conduct periodic evaluations of all employees.
- Quote and book jobs to build the business to make New England Security as profitable as possible.
- Escalate matters to the Vice President and President of the company when appropriate.
- Proactively be engaged in business development activities for risk assessment and budgeting as they apply to proposal development; ensure that all proposals are followed up on.
- Other duties as required or as a result of specific operational needs.
Potential Daily Tasks:
- Meet with and engage with existing clients to provide an overall superb client relations
- Delegate operational tasks to managers
- Account for the overall health of the field fleet and management team
- Follow up with new potential sales calls and send proposals to prospective clients
- Develop clear and concise security strategy plans for new clients
- Assure that all sites are covered and properly staffed
- Assure that the company’s overall brand is identified and properly represented by the field operations team.
- Determine solutions to short term and long term problems as they present themselves over time and on the fly.
- Meet with the executive management team on a regular basis to determine company goals and operational needs.
- Oversee management, training, and staffing known performance indicators.
SKILLS & COMPETENCIES:
- Technical understanding of guard tour management software
- Technical understanding of scheduling security guards
- Must be able to resolve urgent issues and complaints
- Must be able to lead a team of at least 5-10 managers
- Have the skillset and experience needed to oversee 100+ employees
- Effective and competent use of email to communicate with all employees
- Must be able to use a task management system to maintain and manage all long term and short term tasks and projects.