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Added 19 mins ago
WC
Manager, Operations III - Nights
Walmart Canada
Cornwall, ON
- Full-time
Works closely with on-site Human Resources department to address employee performance issues in accordance with policies.
Added 19 mins ago
SQ
Manager Forecasting, Workforce Management
Sunlife Québec
Montreal, QC
- Full-time
Design, maintain, and refine forecasting models and resource plans to account for multiple factors including business volume fluctuations, productivity assumptions, attrition, training…
Added 19 mins ago
PS
Operations Manager
Paladin Security Group Ltd
Burnaby, BC
- $85,000 to $100,000 CAD / year
- Full-time
…performance reporting and continuous improvement. The Operations Manager works closely with Client Service, Field Management, Scheduling, Human Resources, Finance, Payroll, Information…
Added 49 mins ago
MG
Director, Legal & Loan Operations
MarshallZehr Group Inc.
Waterloo, ON
- $110,000 to $130,000 CAD / year
- Full-time
Resolve routine operational issues prior to issues becoming unmanageable and report on performance, outstanding exceptions and resource requirements to the SVP.
Added 49 mins ago
WI
Spa Supervisor - The Wickaninnish Inn
Wickaninnish Inn
Ucluelet, BC
- Full-time
Participate in all Human Resource functions within the Spa Department, as directed by the Spa Manager.
Added 49 mins ago
SA
Accountant II
Southern Alberta Institute of Technology (SAIT)
Calgary, AB · Greater Calgary Metropolitan Area
- Temporary
…ongoing operational priorities. The position serves as a key resource for internal and external stakeholders, communicates technical information in clear, practical terms, supports audit…
Added 49 mins ago
JH
Manager, Community Programs
John Howard Society of Victoria
Victoria, BC
- Full-time
John Howard Society of Victoria is looking for an experienced Manager, Community Programs to lead the operations, staff, and performance of our community-based programs.
Added 49 mins ago
PH
Scheduling and Attendance Coordinator
ParaMed Home Health Care
Winnipeg, MB · Greater Winnipeg Metropolitan Area
- Full-time
Reporting to the Operations Manager, the Scheduling and Attendance Coordinator is responsible for maintaining work schedules, tracking time and attendance for all scheduled employees at a…
Added 1 hour ago
TU
Bachelor of Sustainability and EESC Graduate Programs Assistant
The University of British Columbia
Kelowna, BC
- $4,981 to $5,713 CAD / month
- Full-time
…tasks, and receives supervision and guidance from the Department Manager with regards to conditions of employment and University, Faculty and Departmental policies and procedures. This…
Added 1 hour ago
SH
Registered Nurse - Clinical Resource Team (CRT)
Southlake Health Community
Newmarket, ON · Southlake Health
- Full-time
As a member of Southlake's Clinical Resource Team (CRT), you will join a dynamic, highly skilled team dedicated to quality patient care, patient flow, and organizational responsiveness. CRT…
Added 1 hour ago
FC
Senior Workday Functional Specialist
Fanshawe College
London, ON
- Full-time
Reporting to the Manager, Workday Human Capital Management (HCM), the Senior Workday Functional Specialist - HCM provides specialized functional and technical expertise in the support,…
Added 1 hour ago
GO
Senior Project Manager and Project Manager
Government of Manitoba
Winnipeg, MB
- Full-time
ER2 Economic Resource Analyst 2; ER3 Economic Resource Analyst 3
Added 1 hour ago
FS
Program Manager, Youth Transitions Support
Family Services of Greater Vancouver
Vancouver, BC
- $47 to $52 CAD / hour
- Full-time
JOB OPPORTUNITY: Program Manager, Youth Transitions Support
Added 1 hour ago
VC
Clinical Resource Educator, Social Work - Home Health
Vancouver Coastal Health
Richmond, BC
- $50.19 to $62.69 CAD / hour
- Full-time
Come work as a Clinical Resource Educator, Social Work with Vancouver Coastal Health (VCH) on the Home Health Complex Care Clinicians team in Richmond, BC. Apply now to join the team!
Added 1 hour ago
WI
Youth Service Manager
WCG International Consultants Ltd.
Toronto, ON
- Full-time
At WCG, we believe in the power of work to transform lives. As the Youth Service Manager, you will lead the operations, quality, and performance of the Supporting Youth to Work team,…
Added 1 hour ago
R&
Spa Supervisor - The Wickaninnish Inn
Relais & Châteaux
Tofino, BC
- Full-time
Participate in all Human Resource functions within the Spa Department, as directed by the Spa Manager.
Added 1 hour ago
W
Manager, Operations III - Nights
Walmart
Cornwall, ON
- Full-time
5. Works closely with on-site Human Resources department to address employee performance issues in accordance with policies.
Added 1 hour ago
NS
Sr. Account Manager, Public Relations
North Strategic
Toronto, ON
- $80,000 to $90,000 CAD / year
- Contract
As a Senior Account Manager, you will be working as part of a dynamic account team in a fast-paced agency environment, developing and delivering strategic, creative programs for consumer…
Added 1 hour ago
CN
Team Lead, Property Remediation & Restoration
Canadian Nuclear Laboratories
Port Hope, ON
- Full-time
Demonstrated expertise in project management disciplines including scope, cost, schedule, quality assurance, communications, human resources, risk, procurement, and integration management.
Added 1 hour ago
W
Senior Manager Employee Health, Safety and Wellness
WorkSafeBC
Richmond, BC
- Full-time
As the Senior Manager of Employee Health, Safety, and Wellness, you'll be at the heart of our dynamic People and Culture Division, reporting directly to the Director. This role is a unique…
Added 1 hour ago
CI
Microsoft Partner Marketing Manager
Compugen Inc
Richmond Hill, ON
- Full-time
…delivering experience by design. This is what it means to be human-centered and…
Added 1 hour ago
Spa Supervisor
Wickaninnish Inn
Tofino, BC
Participate in all Human Resource functions within the Spa Department, as directed by the Spa Manager.
Added 1 hour ago
NS
Account Manager (PR)
North Strategic
Toronto, ON
- Full-time
As an Account Manager - Public Relations, your job is to partner with clients to relentlessly pursue innovative creative thinking, with a focus on identifying and leveraging new trends,…
Added 2 hours ago
Campus Operations Coordinator
Okanagan College
Kelowna, BC
…proposals and resolutions; providing for the efficient function and resource needs of the Campus Services, coordinates campus space allocation and planning. The Coordinator, works closely…
Added 2 hours ago
PG
Sr. Account Manager (PR)
Publicis Groupe Holdings B.V
Toronto, ON
- Temporary
As a Senior Account Manager, you will be working as part of a dynamic account team in a fast-paced agency environment, developing and delivering strategic, creative programs for consumer…

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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