Account Manager - Memphis, TN

SUMMARY

Account Managers manage, supervise, and coordinate the activities, at the field level, of all assigned Security Officers and execute all tasks related to maintaining prescribed standards in compliance with the Standard Operating Procedures. Our clients range from Class-A Office Buildings, Luxury Residential Properties, Distilleries, Fortune 500 Companies, Financial Institutions, Telecommunications, Manufacturing/Industrial Factories, Hospitals, and many others.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned by the Branch General Manager / Senior Operations Manager:

Maintains security operations business plans to include all program requirements, labor hours, cycle, production costs, and image; Provides input to the development of service strategy and research and development of new and emerging services; Maintains accountability for ensuring successful implementation of new contract start-up, including personnel requirements, material, training, subcontract, facility, tooling, and equipment needs; Takes a proactive role in meeting client needs; meets with clients regularly, listens to issues,

provides security and technical expertise, and offers solutions. Ensure complete customer satisfaction.

Ensures all established costs, quality, and delivery commitments are met; Organizes operating activities with all other functions of the organization and suppliers to obtain optimum service and utilization of human resources and equipment; creates action plans around key problem areas and constraints; Reviews service and operating reports and directs the resolution of operational, service, and maintenance problems to ensure minimum costs and prevent lost coverage; Performs administrative activities associated with the effective

management of assigned account operations, including compiling, storing, and retrieving data for reports; Partners with Human Resources to ensure thorough training of all assigned employees in the area of client, company, government, and customer policies, procedures, and regulations. Coordinates and/or conducts site-specific OJT, client-specific training, and annual refresher training for security personnel, as well as meeting corporate training standards; Meets all contractual scheduled hours with a minimum of unbilled overtime.

Ensures that overtime costs are managed effectively within company targets.

Reconciles security logs against shift responsibilities and patrols; reviews incident reports before submitting to the client and coordinates preliminary investigations; Performs account audits and off-hour visits, completing required documentation; Develops/maintains operational procedures so that valid, site-specific post orders are always available for reference by the security staff; Manages uniforms, equipment, supplies & vehicle needs at each client site; maintains inventory of equipment.

Maintains responsibility for assigned account(s) and security personnel seven days a week.

• Although supervision is in place, the Operations Manager must be available via cell phone for emergency or placement purposes. All contacts/calls must be responded to promptly.

SUPERVISORY RESPONSIBILITIES

Manages 1-5 subordinates who supervise up to 100 employees of said account/posts.

Responsible for the overall direction, coordination, and evaluation of the sites. Also, directly supervises approximately 100 hourly employees. Carries out supervisory responsibilities by the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

COMPETENCY

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

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.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

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 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 very clearly and persuasively in positive or negative situations; listens and seeks clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.

Professionalism – Tactfully approaches others; 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 Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; is fully committed to the Quality Management System (QMS).

Quantity - Meets productivity standards; Completes work promptly; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

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; Adapts to new product introduction, emergent business needs, and business evolution.

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. Goal- and detail-oriented.

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.
• State armed security license preferred.
• Prior law enforcement, corrections, corporate security, or extensive security experience preferred.
• Associate’s degree and a minimum of two years of management experience in security or related field; or equivalent combination of education and experience.
• Microsoft Office software, eHub (preferred), and working knowledge of Internet programs.
• Valid State Driver’s License, CPR/AED/First Aid Certification (if applicable).
• Valid Security Officer License if required by the state.
• Ability to pass a criminal background check and drug test.
• Available as needed to meet business needs.
• LANGUAGE SKILLS
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to read and comprehend simple instructions, short correspondence, and memos using the English language.
• Ability to write simple correspondence.
• Ability to speak effectively before groups of customers or employees, or organizations.
• Ability to read and comprehend simple instructions, short correspondence, and memos using the English language.
• MATHEMATICAL SKILLS
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate figures and amounts with basic addition, subtraction, multiplication, and division with accuracy.
• REASONING ABILITY
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to apply common sense understanding to carry out simple one- or two-step instructions.
• COMPUTER SKILLS
• To perform this job successfully, an individual should know about Contact Management systems; Internet software; Inventory software; Payroll systems; MS Office Project Management software; intermediate to advanced MS Office (Word, Excel, Outlook) software skills.
• CERTIFICATES, LICENSES, AND REGISTRATIONS
• Current/valid state driver’s license
• CPR/AED/First Aid Certification
• State armed license preferred
• OTHER QUALIFICATIONS
• Available 24 hours per day, seven days per week. Travel up to 50% to inspect assigned accounts/posts or corporate travel as needed.
• Ability to pass a drug screen and criminal background check.
• 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 talk or hear. The employee is frequently required to stand, walk, sit, and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; 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, depth perception, the ability to adjust focus, and the ability to see and distinguish basic colors.