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Added 10 mins ago
SO
Senior Software Engineer, Dentrix Ascend
Software of Excellence
Surrey, BC
- Full-time
…engineering partners to build scalable features, improve system performance, and strengthen the reliability of a modern, cloud-native…
Added 25 mins ago
TM
Finance Manager, (Zone Learning)
Toronto Metropolitan University
Toronto, ON
- Temporary
Reporting directly to the Associate Vice-President, Zone Learning and Strategic Initiatives (AVP, ZLSI), the Finance Manager, ZLSI provides strategic financial leadership, expert guidance,…
Added 25 mins ago
B
VP, Paid Media
Buyerlink
Victoria, BC
- Full-time
Strong analytical skills and comfort working with performance data, financial metrics, attribution, and business KPIs.
Added 26 mins ago
RI
Product Manager (Accounting & ERP)
Remarcable, Inc.
Remote, Canada
- $100,000 to $150,000 CAD / year
- Full-time
- Remote
…distributors - solving critical procurement, supply chain, and financial workflow pain points that have plagued the construction industry for decades. With proven product-market fit,…
Added 56 mins ago
A
Property Manager
Avana
Regina, SK
- Full-time
…maintenance coordination, vendor relationships, and portfolio performance. The Property Manager has overall accountability for the resident experience and the operational, visual, and…
Added 1 hour ago
IW
Senior Manager, Events
IG Wealth Management
MB · Manitoba, Canada
- Full-time
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 1 hour ago
IW
Senior Manager, Events
IG Wealth Management
ON · Ontario, Canada
- Full-time
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 1 hour ago
PC
Manager, Financial Services, Digital Banking Operations, Consulting
PwC Canada
Toronto, ON
- Full-time
…clients streamline processes, improve productivity, and drive business performance. As an operations consulting generalist at PwC, you will possess a broad understanding of various aspects…
Added 1 hour ago
IP
Sr Manager Project / Program
IDEMIA Public Security
Oakville, ON
- Full-time
The Senior Project/Program Manager leads complex customer projects and programs across the full contract and solution lifecycle. This role is the primary point of contact for assigned…
Added 1 hour ago
SQ
Manager Forecasting, Workforce Management
Sunlife Québec
Montreal, QC
- Full-time
At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring,…
Added 1 hour ago
A
Directeur des opérations
Adecco
Dorval, QC
- Full-time
Partner with key stakeholders to support business performance and organizational development.
Added 1 hour ago
PS
Operations Manager
Paladin Security Group Ltd
Burnaby, BC
- $85,000 to $100,000 CAD / year
- Full-time
The position oversees operational procedures, quality assurance, compliance, workforce planning, performance reporting and continuous improvement. The Operations Manager works closely with…
Added 1 hour ago
SC
Category Business Manager - Hardgoods (12 Month Contract)
Sport Chek
Calgary, AB
- Full-time
Reporting to the AVP, the Category Business Manager is the key leader in the Merchandising Strategic Business Unit (SBU). Operating as the business owner for the category, within…
Added 1 hour ago
Risk Analytics Manager
First West
Langley (District), BC · Langley, BC
The Risk Analytics Manager supports enterprise risk management through quantitative analysis, portfolio monitoring, and the development of reliable management information. The role is…
Added 1 hour ago
UO
Director, Space Planning & Facilities Management
University of British Columbia
Vancouver, BC · UBCV | P. A. Woodward Instructional Resources Centre (IRC)
- $12,056.75 to $18,813.42 CAD / month
- Full-time
…ensuring that resources and support are available to optimize performance and productivity within the…
Added 1 hour ago
T
Bodily Injury, Claims Advisor
TD
AB · Markham, ON · Calgary, AB
- Full-time
TD Insurance is part of TD Bank Group, one of Canada's largest financial institutions. TD Insurance helps protect clients from the 'accidents of life' with a wide range of products…
Added 1 hour ago
T
Relationship Manager
TD
Peterborough, ON · Oshawa, ON
- Full-time
The Relationship Manager is accountable for delivering a superior customer experience while driving profitable business growth, in line with business strategy. This role is accountable for…
Added 1 hour ago
T
Customer Experience Associate - Vaudreuil
TD
Vaudreuil-Dorion, QC
- Part-time
…help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring…
Added 1 hour ago
T
Commercial Mortgage Group Associate
TD
Toronto, ON
- Full-time
Good understanding of data analysis, financial statements, cash flow, business cycles, mortgage securities
Added 1 hour ago
T
Customer Experience Associate - Cantonese Language Skills an Asset
TD
Vancouver, BC
- Part-time
…help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well…
Added 1 hour ago
T
Senior Bodily Injury, Claims Advisor
TD
AB · Markham, ON · Calgary, AB
- Full-time
TD Insurance is part of TD Bank Group, one of Canada's largest financial institutions. TD Insurance helps protect clients from the 'accidents of life' with a wide range of products…
Added 1 hour ago
HD
Affiliate & Creator Growth Manager
Hadley Designs
Remote, Canada
- $75,000 to $125,000 CAD / year
- Remote
We're looking for an Affiliate & Creator Growth Manager who can turn that opportunity into a scalable, profitable growth engine across TikTok Shop, Amazon, Shopify, Facebook, Instagram, and…
Added 1 hour ago
MG
Director, Legal & Loan Operations
MarshallZehr Group Inc.
Waterloo, ON
- $110,000 to $130,000 CAD / year
- Full-time
Lead the assigned team, including Legal Analysts, with responsibility for workload allocation, coaching, performance reviews, and employee development initiatives.
Added 1 hour ago
BO
Treasury Solutions Analyst
Bank of America
Toronto, ON
- Full-time
…and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and…
Added 1 hour ago
AS
Sr Technical Supply Chain / WMS / Distro PM x2
Apex Systems
Mississauga, ON
- $80 to $100 CAD / hour
- Full-time
This is a high-visibility, multi-year program designed to improve operational performance, increase delivery speed, and strengthen execution discipline across cross-functional teams.

Paladin Security Group Ltd

Operations Manager

Burnaby, BC, Canada

$85,000 to $100,000 CAD / year · Full-time

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Job details

Pay: $85,000 to $100,000 CAD / year
Job type: Full-time
Apply by: Dec 6, 2026
Posting language: English
Posted: Nov 6, 2026

Original job description

MISSION STATEMENT:

The Operations Manager provides leadership and operational governance across the Vancouver Branch, ensuring that internal processes, operational systems and front-line teams are equipped to deliver consistent, efficient and customer-focused service.

The position oversees operational procedures, quality assurance, compliance, workforce planning, performance reporting and continuous improvement. The Operations Manager works closely with Client Service, Field Management, Scheduling, Human Resources, Finance, Payroll, Information Technology and Remote Video Monitoring teams to ensure that operational processes are connected, properly controlled and aligned with branch objectives.

The Operations Manager also provides operational oversight and support for the Operations Centre, Specialty Services and Remote Video Monitoring programs, including service implementation, staffing analysis, technology-enabled workflows, client-specific requirements and corrective action.

KEY ACCOUNTABILITIES:

Operational Leadership and Governance

Develops, documents and continuously improves branch operational procedures, controls and end-to-end service-delivery processes, ensuring they are supported by appropriate training and quality controls.
Monitors operational performance and works across departments to resolve service gaps, clarify ownership and implement standardized, scalable improvements.
Meets regularly with the Director of Operations to review performance, risks, staffing, financial results, service challenges and recommended improvements.
Acts as a central operational resource for cross-functional issues, ensuring accountability, decisions and follow-up actions are clearly documented and completed.
Leads the preparation and execution of ISO 9001 and COR audits, including maintaining audit documentation, confirming responsible personnel, tracking quality objectives and coordinating required follow-up.
Oversees the Dealer Administer service, including administration, coordination, client portal updates, data entry, verification, documentation and service-quality controls.
Reviews Dealer Administer service issues and implements process improvements and corrective actions to maintain accurate, efficient and client-focused delivery.
Works closely with Human Resources, Finance, Payroll, Field Management, Client Service, Scheduling, Information Technology, Remote Video Monitoring and other corporate departments to support branch objectives.
Maintains current knowledge of branch operations, company policies, client requirements and relevant systems; protects confidential information and promotes accountability, collaboration, continuous improvement and customer service.
Performs other duties as requested to support corporate, regional and branch requirements.
Remains available as an after-hours resource for significant operational incidents, client concerns and emergent situations.

Operations Centre, Remove Video Monitoring and Systems

Provides operational oversight and support for the Operations Centre, Specialty Services and Remote Video Monitoring programs.
Ensures operating procedures, escalation protocols, shift pass-ons, outage tracking, service records and other operational controls are accurate, current and consistently followed.
Supports client-specific Remote Video Monitoring procedures, response protocols, reporting requirements and technology-enabled service delivery.
Coordinates training and cross-training to support service continuity, reduce single points of failure and maintain appropriate coverage during absences and disruptions.
Supports the implementation and operational use of WinTeam, TrackTik, eHub, IMMIX, Avigilon Alta, Power BI, Microsoft Forms, SharePoint and other approved platforms, translating requirements into practical workflows, training, reporting and controls.

Quality Assurance, Audits and Compliance

Develops and oversees operational quality assurance programs, including audit criteria, questionnaires, review processes, compliance tracking, templates and performance dashboards.
Analyzes quality results and recurring operational issues to identify trends, systemic gaps, training needs and required corrective actions.
Leads branch and regional operational audits, compliance reviews, surveys and control assessments, including data collection, validation, follow-up and remediation.
Leads preparation and execution of ISO 9001 and COR audits, maintains required documentation and quality objectives, and ensures ongoing readiness for certification or renewal.
Manages audits of Operations Centre equipment, hardware, software, documentation and practices, and maintains validated operational reference information in SharePoint or other centralized systems.

Analytics, Workforce Planning and Financial Controls

Develops and analyzes staffing models for the Operations Centre, Specialty Services, Remote Video Monitoring and other assigned operational departments.
Analyzes workload, labour hours, wages, overtime, call volumes, abandoned-call rates, wait times, agent activity and service demand to identify capacity and staffing requirements.
Prepares and presents key performance indicators, quality metrics, service trends and operational recommendations to branch leadership.
Evaluates the relationship between revenue, service demand, staffing and workload to improve labour efficiency and control costs without compromising service quality.
Supports budgeting and forecasting through labour, staffing, wage and operational cost models, and oversees labour-hour validation, overtime tracking and scheduling-system accuracy with Scheduling and Payroll.

Incident Management and Corrective Action

Leads investigations into operational incidents, service failures, administrative errors, technology issues and client concerns by reviewing available records, logs, video and communications.
Conducts root-cause analysis, prepares clear incident reports and distinguishes between employee performance, procedural, documentation, system and technology-related issues.
Coordinates operational and technical escalations with Information Technology, Remote Video Monitoring, vendors and client representatives.
Implements and monitors corrective and preventive actions, including coaching, retraining and remedial action when performance or knowledge gaps are identified.

Service Intake, Mobilization, and Projects

Oversees service-intake and service-request processes, ensuring requirements are accurately captured, reviewed, scheduled, communicated, documented and closed when services conclude.
Establishes review and approval controls to reduce data-entry errors, missed service changes, billing issues and financial exposure, while maintaining flexibility for urgent and after-hours requests.
Works with Client Service, Scheduling, Operations and Information Technology to modernize Special Coverage intake and coverage-building workflows, forms and system integrations.
Supports the onboarding and mobilization of new contracts, services, pilots and technology-enabled security programs, including staffing, procedures, training, system access, client protocols, reporting and service controls.
Plans and executes projects assigned by the Director of Operations, establishing objectives, responsibilities, timelines, milestones and resources while communicating risks and ensuring deliverables are completed.

People Leadership and Client Management

Provides leadership, coaching, training and ongoing performance feedback to Operations Centre and other assigned employees, including performance reviews, investigations and disciplinary processes when required.
Ensures remedial action is fair, constructive, documented and aligned with company policy, and works with department leaders to address operational, client-specific and systems training needs.
Champions culture-building and employee-engagement initiatives and facilitates quarterly supervisor meetings with Field and Operations Centre personnel.
Manages assigned Specialty Services and other designated client relationships, supporting pricing, proposals, contract reviews, service reviews, renewals and rate adjustments.
Reviews service revenue, call volumes, staffing requirements, billing documentation and account performance, working with Finance and operational stakeholders to address discrepancies, missed charges, risks and growth opportunities.

SKILLS AND QUALIFICATIONS:

Bachelor’s degree in business administration, operations management or a related field, combined with a minimum of two years of management experience. An equivalent combination of education and relevant operational experience may be considered.
Master of Business Administration or other relevant graduate-level education is considered an asset.
Demonstrated experience managing operational processes, quality assurance programs, performance reporting and continuous-improvement initiatives.
Experience supporting an Operations Centre, security monitoring environment, remote video monitoring program or other 24/7 service operation is considered an asset.
Demonstrated ability to analyze workload, staffing, labour costs, call data, quality metrics and operational performance.
Strong understanding of incident investigation, root-cause analysis, corrective action and process-control principles.
Experience supporting ISO 9001, COR or comparable audit and compliance programs is considered an asset.
Ability to lead projects involving multiple departments, systems and operational stakeholders.
Strong coaching, training, and employee-relations skills within a fast-paced and dynamic environment.
Strong interpersonal and leadership skills, supported by excellent verbal and written communication.
Advanced proficiency in Microsoft Office, particularly Excel, Word, PowerPoint, Outlook, Teams and SharePoint.
Experience with Power BI, WinTeam, TrackTik, eHub, IMMIX, Avigilon Alta, or comparable operations and security platforms is considered an asset.
Demonstrated ability to organize, prioritize, problem-solve and execute solutions while managing simultaneous operational priorities.
Strong attention to detail, particularly when working with staffing, payroll, billing, client requirements, system records and audit documentation.
Ability to remain composed and make sound decisions during operational incidents and emergent situations.
Availability to provide after-hours operational support when required.
Valid Class 5 BC Driver’s License with clean abstract; company vehicle provided for site visits.

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More about this job

Responsibilities

Leads branch operations, governance, quality assurance, audits, workforce planning, performance reporting, and continuous improvement, while overseeing the Operations Centre, Specialty Services, and Remote Video Monitoring programs. Manages incident investigations, corrective actions, service mobilization, cross-functional projects, employee development, and assigned client relationships.

Requirements

Requires a bachelor’s degree in business administration, operations management, or a related field and at least two years of management experience; equivalent education and operational experience may be considered. Candidates should have experience in operational processes, quality assurance, performance analysis, and continuous improvement, along with strong leadership, communication, and Microsoft Office skills; a valid Class 5 BC driver’s license with a clean abstract is required.

Skills

Operational Leadership
Process Improvement
Quality Assurance
Audit and Compliance
Workforce Planning
Performance Reporting
Data Analysis
Incident Investigation
Root-Cause Analysis
Corrective Action
Project Management
Employee Coaching and Training
Microsoft Office
SharePoint
Power BI

Visa sponsorship

Not detected in the job text

Keywords

Operations Management
Operational Governance
Continuous Improvement
Quality Assurance
ISO 9001
COR
Audit Readiness
Compliance
Workforce Planning
Staffing Models
Key Performance Indicators
Labour Cost Analysis
Root-Cause Analysis
Corrective and Preventive Action
Incident Management
Remote Video Monitoring
Operations Centre
WinTeam
TrackTik
eHub
IMMIX
Avigilon Alta
Power BI
Microsoft Forms
SharePoint
Microsoft Excel
Service Mobilization
Class 5 BC Driver’s License

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