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Added 28 mins ago
IW
Coordinator, Region Office Operations (12 Months Contract) - Mississauga, ON
IG Wealth Management
ON · Ontario, Canada
- Contract
IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and…
Added 28 mins ago
IW
Senior Manager, Events
IG Wealth Management
MB · Manitoba, Canada
- Full-time
IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and…
Added 28 mins ago
IW
Senior Manager, Events
IG Wealth Management
ON · Ontario, Canada
- Full-time
IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and…
Added 28 mins ago
PC
Manager, Financial Services, Digital Banking Operations, Consulting
PwC Canada
Toronto, ON
- Full-time
Demonstrated Manager-level experience in management consulting or a comparable client-facing leadership role, with strong knowledge of operations in Financial Services, particularly…
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 also provides operational oversight and support for the Operations Centre, Specialty Services and Remote Video Monitoring programs, including service implementation,…
Added 28 mins ago
HW
HR & Operations Manager
Hunter West Legal Recruitment
Vancouver, BC
- $100,000 to $130,000 CAD / year
- Full-time
…law firm in downtown Vancouver, we are seeking an experienced Manager, Human Resources & Operations to join their team. This is an excellent opportunity for a personable, proactive and…
Added 28 mins ago
SC
Category Business Manager - Hardgoods (12 Month Contract)
Sport Chek
Calgary, AB
- Full-time
Our Merchandising team is responsible for connecting our quality products and services with our customers. The team uses planning and forecasting frameworks and tools to ensure optimal…
Added 29 mins 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 29 mins 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 29 mins ago
T
Customer Experience Associate - Vaudreuil
TD
Vaudreuil-Dorion, QC
- Part-time
…service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and…
Added 29 mins ago
T
Customer Experience Associate - Cantonese Language Skills an Asset
TD
Vancouver, BC
- Part-time
…service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and…
Added 29 mins 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 29 mins ago
FS
Night Manager
Four Seasons Hotels and Resorts
Whistler, BC · Four Seasons Whistler
- Full-time
At Four Seasons Resort and Residences Whistler, we are seeking a Night Manager to lead the overnight Front Office operation and ensure a seamless guest experience throughout the night.
Added 43 mins ago
Country Tax Manager
Alstom
Montreal, QC
…high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the…
Added 43 mins ago
OT
Billing Coordinator
Open Text Corporation
Waterloo, ON
- Other
Reporting to the Billing Operations Manager, the Billing Coordinator plays an integral role in ensuring billing accuracy and timeliness across our global order-to-cash process. You will…
Added 58 mins ago
BO
Treasury Solutions Analyst
Bank of America
Toronto, ON
- Full-time
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for…
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
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for…
Added 58 mins ago
JH
Manager, Community Programs
John Howard Society of Victoria
Victoria, BC
- Full-time
Reporting to the Senior Program Manager, you will oversee assigned programs, support and develop staff, manage resources, monitor contractual obligations, and ensure services are delivered…
Added 58 mins ago
J
Commercial Manager
Jacobs
Toronto, ON
- $160,000 to $210,000 CAD / year
- Full-time
We are seeking an experienced Commercial Manager to join our Program Management and Infrastructure team. The successful candidate will provide commercial leadership on major infrastructure…
Added 58 mins ago
DG
Manager, Transactions
Doane Grant Thornton LLP
Kelowna, BC
- Full-time
…trying to say is that we’re a large and growing professional services firm that still feels like a community. We employ about 3000 people across Canada, and we truly care about our…
Added 58 mins ago
VG
Director of Hospitality
Vancouver Golf Club
Coquitlam, BC
- Full-time
Oversee the delivery of dining, lounge, deli, banquet and event services in partnership with the Executive Chef and departmental managers.
Added 58 mins ago
PH
Scheduling and Attendance Coordinator
ParaMed Home Health Care
Winnipeg, MB · Greater Winnipeg Metropolitan Area
- Full-time
Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 senior care and living centers as well as our home health care…
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 58 mins ago
U
2027 Graduate Talent Program - Global Banking - Toronto
UBS
Toronto, ON
- $120,000 CAD / year
participate in financial modelling and valuation exercises

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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