Operations Manager

Position and mission

Operations and service oversight

• Develop, document and improve branch procedures, controls and end-to-end service delivery; monitor performance and resolve service gaps.
• Oversee Dealer Administer service operations, including administration, client portal updates, data entry, verification, documentation and service-quality controls.
• Support the Operations Centre, Specialty Services and Remote Video Monitoring programs, including operating procedures, escalations, service records and client-specific protocols.
• Support workflows and operational use of WinTeam, TrackTik, eHub, IMMIX, Avigilon Alta, Power BI, Microsoft Forms, SharePoint and other approved platforms.
• Oversee service intake and requests, special-coverage workflows, and mobilization of contracts, services, pilots and technology-enabled security programs.
• Plan and execute assigned projects, defining objectives, responsibilities, timelines, milestones and resources.

Quality, analytics and incident management

• Develop quality assurance programs, audit criteria, review processes, compliance tracking, templates and performance dashboards.
• Lead operational audits, compliance reviews, surveys and control assessments; maintain documentation and coordinate corrective follow-up.
• Develop staffing models and analyze workload, labor hours, wages, overtime, calls, wait times, agent activity and service demand.
• Present KPIs, quality metrics, trends and recommendations; support budgets and forecasts and oversee labor-hour validation and overtime tracking.
• Investigate incidents, service failures, administrative errors, technology issues and client concerns; conduct root-cause analysis and implement corrective and preventive actions.

People and client leadership

• Provide leadership, coaching, training and performance feedback to Operations Centre and other assigned employees; support reviews, investigations and disciplinary processes when required.
• Coordinate cross-training and address operational, client-specific and systems training needs.
• Manage assigned Specialty Services and other client relationships; support pricing, proposals, contract reviews, service reviews, renewals and rate adjustments.
• Review service revenue, call volumes, staffing, billing documentation and account performance, addressing discrepancies, risks and growth opportunities.
• Provide after-hours support for significant operational incidents, client concerns and emergent situations.

Qualifications and experience

• Bachelor’s degree in business administration, operations management or a related field plus at least two years of management experience; equivalent education and relevant operational experience may be considered.
• Demonstrated experience in operational processes, quality assurance, performance reporting and continuous improvement.
• Strong capability in operational analysis, workforce and labor planning, incident investigation, root-cause analysis, corrective action and project leadership.
• Strong coaching, training, employee-relations, interpersonal, leadership and communication skills.
• Advanced Microsoft Office proficiency, particularly Excel, Word, PowerPoint, Outlook, Teams and SharePoint.
• A master’s degree or other relevant graduate education is an asset.
• Operations Centre, security monitoring, remote video monitoring or other 24/7 service experience is an asset.
• ISO 9001, COR or comparable audit experience and listed operations or security platforms are assets.
• Valid Class 5 BC driver’s license with clean abstract; a company vehicle is provided for site visits.

Availability

• The role requires availability for after-hours operational support when needed.
• Site visits are part of the role; the posting does not specify an overall workplace arrangement.