Account Manager - Security Services

Security Account ManagerPosition Summary

The Security Account Manager is responsible for overseeing the delivery of security services across an assigned portfolio of client accounts. This position serves as the primary liaison between clients and operational teams, ensuring staffing requirements are met, service levels are maintained, employees are properly trained and supported, and client expectations are consistently exceeded.

The Account Manager plays a key leadership role in employee development, supervisor coaching, workforce planning, and service quality management. Success in this role is measured through employee retention, client satisfaction, operational performance, and the overall effectiveness of security programs.

Key ResponsibilitiesClient Relationship Management

• Act as the primary operational contact for assigned clients.
• Conduct regular client meetings and site visits.
• Develop strong working relationships with client stakeholders.
• Ensure all contractual obligations and service requirements are fulfilled.
• Address client concerns and service issues in a timely and professional manner.
• Participate in quarterly business reviews and service performance meetings.
• Maintain a high level of client satisfaction and account retention.

Operations Management

• Oversee daily operations across a portfolio of client locations.
• Ensure security services are delivered in accordance with company standards and client requirements.
• Monitor key operational performance indicators and implement corrective actions when required.
• Conduct site inspections and quality assurance reviews.
• Investigate incidents, complaints, and service deficiencies and implement improvement plans.
• Coordinate with Operations Centres, Supervisors, and Field Management teams to ensure seamless service delivery.

Staffing & Workforce Planning

• Maintain appropriate staffing levels across all assigned accounts.
• Work closely with recruitment teams to identify staffing needs and support hiring initiatives.
• Develop and implement staffing plans to ensure coverage requirements are met.
• Monitor scheduling practices and overtime utilization.
• Review staffing forecasts based on contract requirements and business growth.
• Assist with employee onboarding and account-specific orientation.

Leadership & Employee Development

• Directly manage and support Site Supervisors, Field Supervisors, and Team Leads.
• Conduct regular coaching, mentoring, and performance development discussions.
• Identify high-potential employees and support succession planning initiatives.
• Participate in performance reviews and disciplinary processes when required.
• Promote a culture of accountability, professionalism, teamwork, and continuous improvement.
• Support employee engagement and retention initiatives.

Training & Compliance

• Ensure all employees maintain required licensing and certifications.
• Identify training requirements and coordinate development opportunities.
• Maintain compliance with company policies, client requirements, and applicable legislation.
• Ensure employees understand post orders, standard operating procedures, and emergency response protocols.
• Support implementation of new policies, procedures, and operational standards.

Financial Accountability

• Assist in managing account profitability and labour budgets.
• Monitor overtime, scheduling efficiency, and staffing costs.
• Review billable hours and workforce utilization.
• Support annual budgeting and workforce planning activities.
• Identify operational efficiencies while maintaining service quality.

Quality Assurance

• Conduct routine site audits and inspections.
• Monitor adherence to company policies and client standards.
• Review incident reporting quality and operational documentation.
• Implement corrective action plans where deficiencies are identified.
• Drive continuous improvement initiatives across assigned accounts.

QualificationsEducation

• Diploma or Degree in Business, Security Management, Human Resources, or a related field is preferred.

Experience

• Minimum 3-5 years of leadership experience within the security industry.
• Experience managing multiple client locations and supervisory staff.
• Experience with scheduling, workforce planning, and employee relations.
• Proven ability to lead teams in a fast-paced service environment.

Knowledge & Skills

• Strong understanding of security operations and service delivery.
• Knowledge of applicable provincial security regulations and employment standards.
• Experience managing employee performance and disciplinary processes.
• Excellent conflict resolution and problem-solving abilities.
• Strong organizational and time management skills.
• Ability to balance client expectations with operational requirements.
• Proficiency in Microsoft Office and workforce management systems.

Key Performance Indicators

Performance may be evaluated based on:

• Client satisfaction and retention
• Employee retention rates
• Staff turnover reduction
• Vacancy and open shift levels
• Supervisor development and promotion rates
• Training completion rates
• Overtime management
• Quality assurance audit scores
• Incident response and resolution effectiveness
• Compliance with service level agreements

Core Competencies

• Leadership
• Team Development
• Coaching & Mentoring
• Workforce Planning
• Client Service Excellence
• Operational Excellence
• Accountability
• Relationship Management
• Problem Solving
• Communication
• Conflict Resolution
• Decision Making

Ideal Candidate

The ideal candidate is a hands-on operational leader with a strong background in security services management. They are skilled at building high-performing teams, developing supervisors, maintaining excellent client relationships, and ensuring consistent service delivery. This individual thrives in a people-focused environment and takes ownership of both operational performance and employee success.