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Added 9 mins ago
WC
(CAN) Customer Service Manager
Walmart Canada
Hinton, AB
- $15 CAD / hour
- Full-time
…skills in a fast paced retail environment. In this role, you lead front end operations to deliver exceptional customer service, support a positive shopping experience, and drive customer…
Added 9 mins ago
P
Store Manager
PartSource
Brampton, ON
- Full-time
…customer experiences is matched by our dedication to employee growth and satisfaction. Enjoy a dynamic work environment, comprehensive rewards, and opportunities for career…
Added 9 mins ago
MS
Managing Director
Manos Software Group
Montreal, QC
- Full-time
…permanent ownership mindset, emphasizing autonomy, disciplined growth, and long-term value creation. Manos focuses on healthcare-adjacent verticals, including dental, medical, and…
Added 10 mins ago
People & Culture - Recruiter
Beyond Energy Services & Technology
Calgary, AB
…excellence.With more than 230 employees worldwide, our continued growth is driven by talented people, innovation, and…
Added 10 mins ago
MPD Technology - Automation Manager
Beyond Energy Services & Technology
Calgary, AB
Manage vendor relationships, technical bid evaluation, lead times, obsolescence and spares strategy.
Added 10 mins ago
H
Lead Field Service Technician
Honeywell
Hamilton, ON
- Full-time
…service operations, driving customer satisfaction and business growth. Collaborating with cross-functional teams, you will drive continuous improvement initiatives and establish strong…
Added 10 mins ago
R&
Associate Director - Recovery
Ruth & Naomi's Mission
Chilliwack, BC
- Full-time
This is an opportunity to lead meaningful, faith-based recovery services while developing strong teams, strengthening program outcomes, and fostering an environment where individuals can…
Added 24 mins ago
W
Senior Technical Consultant, Environmental Scientist
Worley
Calgary, AB
- Full-time
…lifecycle. As part of our Contaminated Sites team, you will lead environmental assessment, remediation, reclamation, and monitoring projects that support responsible development and…
Added 24 mins ago
K
Field Service Engineer- Calgary, AB
Kinectrics
Calgary, AB
- Full-time
…industry, where purpose and people mean as much as innovation and growth. That’s why we choose only the best and brightest to join us. To keep pace with the expanding energy and utility…
Added 24 mins ago
C
Sales & Operations Execution Director
Cascades
Longueuil, QC · Saint-Hubert, QC
- $150,000 to $180,000 CAD / year
- Full-time
…strategy into operational results. This is a unique opportunity to lead supply chain execution across a complex North American network and influence business performance at a strategic…
Added 25 mins ago
Chef de Programme / Program Manager
OPAL-RT
Montreal, QC
Added 25 mins ago
Vice President, Sales, BC
Long View Systems
Vancouver, BC
Lead, coach, and inspire the sales team to achieve and exceed targets in the mid-market, corporate, and public sectors, ensuring sustainable growth and a winning culture.
Added 39 mins ago
X
VP, Communications, Brand and Marketing
Xanadu
Toronto, ON
- Full-time
…matters. We are seeking a VP, Communications, Brand & Marketing to lead how Xanadu presents itself to the world. This role brings together external communications, public relations,…
Added 39 mins ago
IW
Senior Manager, Events
IG Wealth Management
MB · Manitoba, Canada
- Full-time
…and experience design to support the sales, distribution, and growth objectives of IG Wealth Management and Mackenzie Investments. By partnering closely with business leaders and…
Added 39 mins ago
IW
Senior Manager, Events
IG Wealth Management
ON · Ontario, Canada
- Full-time
…and experience design to support the sales, distribution, and growth objectives of IG Wealth Management and Mackenzie Investments. By partnering closely with business leaders and…
Added 39 mins ago
CC
Machine Operator
CRH Canada
Balzac, AB
- Full-time
Perform additional duties as assigned by the Supervisor, Lead Operators, or others in a responsible position
Added 39 mins ago
WC
(CAN) Customer Service Manager
Walmart Canada
Quesnel, BC
- $15 CAD / hour
- Full-time
…skills in a fast paced retail environment. In this role, you lead front end operations to deliver exceptional customer service, support a positive shopping experience, and drive customer…
Added 39 mins ago
WC
Full Time(CAN) Customer Service Manager
Walmart Canada
Charlottetown, PE
- $15 CAD / hour
- Full-time
…skills in a fast paced retail environment. In this role, you lead front end operations to deliver exceptional customer service, support a positive shopping experience, and drive customer…
Added 39 mins ago
TC
Assistant Store Manager Marshalls - South Keys Mall
TJX Canada – Winners, Marshalls, HomeSense
Ottawa, ON
- $48,592.5 to $68,029.5 CAD / year
- Full-time
Exciting career paths with growth opportunities
Added 39 mins ago
WC
(CAN) Stocking 2 Team Lead
Walmart Canada
Charlottetown, PE
- Full-time
Partner with Coach/People Lead to facilitate performance management and growth conversations for Associates. Supports recruiting and hiring new associates.
Added 39 mins ago
PC
Manager, Financial Services, Digital Banking Operations, Consulting
PwC Canada
Toronto, ON
- Full-time
Lead the delivery of complex client projects and engagements from project scoping through conclusion, taking accountability for quality, timelines, budgets, and client expectations.
Added 39 mins ago
TC
Merchandising Coordinator
TJX Canada – Winners, Marshalls, HomeSense
Lethbridge, AB
- Full-time
…join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in a fast-paced, dynamic environment and enjoy…
Added 39 mins ago
SQ
Manager Forecasting, Workforce Management
Sunlife Québec
Montreal, QC
- Full-time
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in…
Added 39 mins ago
WC
(CAN) Customer Service Manager
Walmart Canada
Regina, SK
- $15 CAD / hour
- Contract
…skills in a fast paced retail environment. In this role, you lead front end operations to deliver exceptional customer service, support a positive shopping experience, and drive customer…
Added 39 mins ago
A
Directeur des opérations
Adecco
Dorval, QC
- Full-time
This is a unique opportunity to join a world-class organization, influence strategic business decisions, and lead a large-scale operation with a significant impact on performance, people,…

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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