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:

Other duties may be assigned by the branch General Manager/Regional Vice President:

* 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 in regards to labor hours, reporting, and other contract specifications.

* Develops and maintains operational procedures so that a valid, site-specific post orders are always available for emergency reference by the security staff.

* Oversees Operations Managers in meeting client needs; meet with clients regularly, listen to issues, provide security and technical expertise and solutions. Ensure complete customer satisfaction.

* Ensures the successful operational implementation of new contract start-up, including personnel requirements, material, training, facility, 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; support 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 essentials to manage accounts effectively. Serves to provide internal direction at the branch and is in charge when General Manager is absent.

COMPETENCY:

To perform the job successfully, an individual should demonstrate the following competencies:

* Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures;

* Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics;

* Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Manages project team activities;

* Technical Skills - 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 improve service; Responds to requests for service and assistance; Meets commitments;

* Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things;

* Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings;

* Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information; Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed;

* Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results;

* Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities;

* Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others;

* Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills;

* Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; is fully committed to the Quality Management System (QMS);

* Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources;

* Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce;

* Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values;

* Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity;

* Strategic Thinking - Understands organization's strengths & weaknesses;

* Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions;

* Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles;

* Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks;

* 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;

* Quality - Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Quantity - Meets productivity standards; Strives to increase productivity; Works quickly;

* Safety and Security - Observes safety and security procedures;

* Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events;

* Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time;

* Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan;

* Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed;

* Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Bachelor's degree from four-year college or university; and minimum of three years management experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations using the English language. Ability to write reports, business correspondence, and post/procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, commissions and percentages.

REASONING ABILITY:

Ability to solve practical problems; Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Contact Management systems; Internet programs; Inventory software; Payroll systems; MS Office Project Management software; intermediate to advanced MS Office (Word, Excel, Outlook) software skills.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid State Driver's License; CPR/AED/First Aid Certification.

OTHER QUALIFICATIONS:

Available 24 hours per day, seven days per week.

Travel over 50% to inspect assigned accounts/posts or corporate travel as needed.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, ability to adjust focus and ability to see and distinguish basic colors.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Operations Manager must be capable of working in a fast paced/high stress environment.

The noise level in the work environment is usually moderate.

OTHER TASKS:

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

We offer every employee - from executive managers to administrative support to security professionals - unique and generous benefits, as well as opportunities for career growth.

So if you're ready to embark on a meaningful career with one of the nation's most dynamic and fastest growing security companies, apply with Walden Security today.