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Added 13 mins ago
A
Property Manager
Avana
Regina, SK
- Full-time
The Property Manager is responsible for the day-to-day management and performance of an assigned residential property portfolio. Reporting to the Area Manager, the Property Manager oversees…
Added 14 mins ago
Chef de Programme / Program Manager
OPAL-RT
Montreal, QC
OPAL-RT Technologies is looking for a Program Manager.
Added 28 mins ago
WC
(CAN) Manager, Learning and Development
Walmart Canada
Mississauga, ON
- Full-time
Demonstrates and encourages respect for others; drives a positive associate and customer experience for all; embraces differences in people, cultures, ideas, and experiences; supports…
Added 28 mins ago
OT
Chef de Programme / Program Manager
OPAL-RT TECHNOLOGIES
Montreal, QC
- Full-time
OPAL-RT Technologies is looking for a Program Manager.
Added 28 mins ago
PS
Operations Manager
Paladin Security Group Ltd
Burnaby, BC
- $85,000 to $100,000 CAD / year
- Full-time
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…
Added 28 mins ago
CI
Outside Sales Representative
Core-Mark International
AB · Edmonton, AB
- Full-time
…but exceeds expectations, blending charisma, innovation, and customer engagement with a keen understanding of the competitive market. We value a competitive edge, sharp critical thinking,…
Added 28 mins ago
SC
Category Business Manager - Hardgoods (12 Month Contract)
Sport Chek
Calgary, AB
- Full-time
The Category Business Manager is responsible for the curation of product assortments, marketing initiatives and promotional strategy. Development and implementation of the category plans,…
Added 29 mins ago
QP
Operations Supervisor
QuadReal Property Group
Vancouver, BC
- Full-time
Reporting to the Operations Manager, the Operations Supervisor position is a senior building operations position responsible for providing oversight, advanced operation, inspection, repair,…
Added 29 mins ago
X
Manager, Executive Social Media & Content
Xanadu
Toronto, ON
- Full-time
We are looking for a creative, strategic, and highly proactive Manager, Executive Social Media & Content to build and lead the social media presence of Xanadu's CEO. This is an opportunity…
Added 43 mins ago
CS
Sr Manager, Community Relations
Canucks Sports & Entertainment (CSE)
Vancouver, BC
- Full-time
Position: Senior Manager, Community Engagement & Social Impact
Added 58 mins ago
BO
Treasury Solutions Analyst
Bank of America
Toronto, ON
- Full-time
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an…
Added 58 mins ago
AS
Sr Technical Supply Chain / WMS / Distro PM x2
Apex Systems
Mississauga, ON
- $80 to $100 CAD / hour
- Full-time
The Project Manager will operate within a fast-paced, delivery-focused environment, responsible for driving end-to-end execution, ensuring alignment across stakeholders, and maintaining…
Added 58 mins ago
BO
Treasury Solutions Analyst
Bank of America
Calgary, AB
- Full-time
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an…
Added 58 mins ago
FH
General Manager, Hawthorn Dining Room & Bar
Fairmont Hotels & Resorts
Calgary, AB
- Full-time
We invite you to join the world of luxury hospitality at Fairmont Palliser as our new General Manager, Hawthorn Dining Room & Bar. Inspire and create the grandest experience for our guest,…
Added 58 mins ago
VC
Bilingual Account Manager (Manufacturing/Utilities industry)
Veriforce Canada
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…workers, their reputation, and their operations. As Account Manager, you will own a portfolio of existing customers across key industries - including Oil & Gas, Mining, Utilities, and…
Added 58 mins ago
Manager, Commercial Expansion
Tailscale
Toronto, ON
We’re looking for a thoughtful, curious, and driven Sales Manager to lead a team of Commercial Account Executives focused on growing existing customer relationships. You’ll coach and…
Added 58 mins ago
Manager, Commercial Expansion
Tailscale
Vancouver, BC
We’re looking for a thoughtful, curious, and driven Sales Manager to lead a team of Commercial Account Executives focused on growing existing customer relationships. You’ll coach and…
Added 58 mins ago
Operations - Area Operations Manager (Guardteck)
Kandor
Burnaby, BC
The Area Operations Manager is an internal-facing role focused on efficiency, logistics, and quality control across a portfolio of sites. This position owns internal operations, scheduling,…
Added 1 hour ago
OA
Lot Associate - Surrey Honda
OpenRoad Auto Group
Surrey, BC
- Full-time
…a shared vision to become the national automotive leader in customer experience. As one of “Canada’s Best Employers” and “Best Managed Companies”, we are looking for team players who are…
Added 1 hour ago
LC
General Merchandise Department Manager - In Training
Loblaw Companies Limited
Nanaimo, BC
- Full-time
Ready to lead with purpose? Join Real Canadian Superstore as a Department Manager in Training and build the skills to inspire teams, deliver exceptional customer experiences, and grow your…
Added 1 hour ago
LC
General Merchandise Department Manager - In Training
Loblaw Companies Limited
Kamloops, BC
- Full-time
Ready to lead with purpose? Join Real Canadian Superstore as a Department Manager in Training and build the skills to inspire teams, deliver exceptional customer experiences, and grow your…
Added 1 hour ago
LC
Meat/Seafood Department Manager
Loblaw Companies Limited
Vernon, BC
- Full-time
Train and develop department associates in customer service, product knowledge, and merchandising
Added 1 hour ago
LC
Produce Department Manager in Training
Loblaw Companies Limited
Calgary, AB
- Full-time
Ready to lead with purpose? Join Real Canadian Superstore as a Department Manager in Training and build the skills to inspire teams, deliver exceptional customer experiences, and grow your…
Added 1 hour ago
LC
Fresh Foods Department Manager - In Training
Loblaw Companies Limited
Kamloops, BC
- Full-time
Ready to lead with purpose? Join Real Canadian Superstore as a Department Manager in Training and build the skills to inspire teams, deliver exceptional customer experiences, and grow your…
Added 1 hour ago
AR
Restaurant Manager
A&W Restaurants
AB
- Full-time
The Restaurant Manager is responsible for all aspects of restaurant operations including the quality and consistency of the customer experience, adherence to A&W standards, Provincial WCB,…

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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