Position Overview
The Operations Manager, Integrated Guarding is responsible for the day-to-day operational leadership of Paladin's National Integrated Guarding Operations Centre. This role oversees the Operations Centre personnel, including hiring, onboarding, training, coaching, performance improvement, ongoing management, succession planning, staffing planning, and related support resources while ensuring exceptional service delivery to clients.
The Operations Manager is accountable for monitoring, analyzing, and improving key performance indicators (KPIs), ensuring compliance with operational standards, and driving continuous improvement across the Integrated Guarding program. The successful candidate will work closely with Executive leadership, Operational Leadership, Technology Team, Sales Team, and the Customer Success Team. Integrated Guarding services leverage AI-enhanced surveillance, real-time monitoring, analytics, and mobile response capabilities to deliver proactive security solutions.
Key Responsibilities
- Maintain working knowledge of the Physical Security Information Management (PSIM) platform and other Integrated Guarding technologies to effectively support daily operations.
- Provide leadership, coaching, and performance management for Operations Centre staff.
- Develop and update operational procedures, response protocols, training documentation, and client-specific post orders.
- Ensure consistent execution of operational procedures, response protocols, and client-specific post orders.
- Develop staffing plans to support business growth and client service requirements.
- Foster a culture of accountability, professionalism, customer service, and continuous improvement.
- Lead operational meetings and performance reviews with direct reports.
- Performance & KPI Management
- Analyze trends and identify opportunities for performance improvement and alarm reduction.
- Develop action plans to address service gaps and operational inefficiencies.
- Prepare recurring operational dashboards and executive-level performance reports.
- Track and improve metrics including:
- Alarm response times
- Video verification accuracy
- Event escalation timelines
- Dispatch efficiency
- Incident closure rates
- Operator productivity
- Client SLA compliance
- False alarm reduction rates
Education
- Post-secondary education in Business, Security Management, Law Enforcement, Emergency Management, or a related discipline preferred.
- Equivalent operational leadership experience may be considered.
Experience
- 5+ years of leadership experience in security operations, Operations Centre environments, dispatch, monitoring services, emergency communications, or related operational settings.
- Experience managing teams in a fast-paced, technology-enabled environment.
- Demonstrated experience with KPI management, workforce planning, and operational reporting.
- Experience managing client relationships and service delivery programs.
Knowledge & Skills
- Strong leadership and people management skills.
- Analytical and problem-solving abilities.
- Proven experience using operational KPIs to drive performance.
- Excellent written and verbal communication skills.
- Strong organizational and project management capabilities.
- Ability to make sound decisions during critical incidents.
- Knowledge of video monitoring, alarm monitoring, dispatch operations, AI surveillance technologies, or integrated security solutions is considered an asset.
