Operations Support Manager

Company Overview:

Elevate your security career with Allied Universal® Enhanced Protection Services, a global leader in security and threat mitigation. We specialize in risk consulting, executive protection, intelligence, investigations, and emergency response, offering exciting career opportunities for professionals passionate about security and safety. Join our innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles, such as executive protection agents, intelligence analysts, armed security operatives, x-ray screeners, and security consultants.

Our risk and consulting group, under Allied Universal® Enhanced Protection Services is hiring a Operations Support Manager. The Operations Support Manager is responsible for day-to-day overseeing various operational and administrative aspects under the direction of the Director of Special Services, this role supports the delivery of specialized security services, including workplace violence events, strike security, disaster response, and armed/unarmed law enforcement deployments nationwide.

RESPONSIBILITIES:

• Manage daily Special Services Operations in support of the Director to ensure client requests are processed, assigned, and fulfilled accurately and efficiently.
• Coordinate the deployment of Off-Duty Officers, Armed Agents, Security Professionals, and Subcontractors for both short-term and long-term special assignments.
• Responsible for ensuring accurate documentation on requests from the beginning of the request from a client through the end of the process, which includes providing pertinent information to our accounting staff for pay and bill purposes.
• Coordinates scheduling changes with Operations Team, Off-Duty Officers and Subcontractors; serves as a liaison with clients and providers in resolving scheduling, training, billing and payroll challenges.
• Coordinates the removal of providers from posts based on client complaints, attendance problems or other performance issues; advises management of any staffing problems that may arise.
• Maintains an open line of communication with EPS, AUS, and AUS enterprise account management teams to ensure top-of-class customer service.
• Drives the goals of the group in providing quality service to include utilization of Active Law Enforcement when requested when at all possible.
• Reports on the metrics of the Special Services team to include wins and opportunities.
• Dispatch personnel for a variety of assignments, including workplace violence concerns, labor actions, disaster response, and other specialized deployments.
• Maintain accurate documentation of all deployments, ensuring work orders, extensions, cancellations, and modifications are recorded in Smartsheet, WinTeam, and other systems as required.
• Maintain readiness to respond to client requests and emergent needs 24/7.
• Serve as the primary point of contact for assigned clients regarding Special Services.
• Participate in joint client meetings and quality assurance reviews
• Maintain strong client relationships through proactive communication and effective problem-solving.
• Oversee assigned personnel and subcontractors to ensure performance expectations are met.
• Manage scheduling, attendance, and deployment of personnel for client assignments.
• Escalate performance or staffing concerns to the Senior Director as appropriate.
• Ensure proper documentation of personnel activity related to assignments.
• Perform additional tasks and responsibilities of a similar nature as needed to support operational needs and organizational objectives.
• Support the achievement of operational margins at or above 26% and billing/payroll accuracy of 98% or higher.
• Collaborate with Payroll, Billing, and Accounting teams to ensure billing accuracy and resolve discrepancies.
• Report operational metrics regularly to the Senior Director, including margin performance, staffing levels, and client satisfaction.

QUALIFICATIONS (MUST HAVE):

• Associates degree is preferred. Experience will be taken into consideration as a supplement to a degree.
• Prior work experience in management of high volume, multi-faceted service team
• Minimum of 5+ years of professional security experience
• Proficient in MS applications (Outlook, Word, Excel, Power Point).
• Understanding of emergency security operations and active law enforcement deployments.
• Energetic and focused personality with a demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines.
• Ability to maintain professional composure when dealing with unusual circumstances.
• Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, averages and reconciliation.
• Demonstration of strong customer service orientation required, with ability to effectively resolve client issues in a professional and service-focused manner.
• Ability to understand and provide instructions in written, oral, diagrammatic, or schedule form.
• Ability to write logs and reports.
• Planning, organizing, and leadership skills.
• Outstanding verbal and written communication skills required. Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player required.
• Ability to be an effective team member.
• Courteous telephone manner.
• Ability to multitask with strong attention to detail.
• Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Former Military or law enforcement background
• Bachelor’s degree in protective service, business, or related field
• Previous verifiable event security experience
• Previous verifiable private/corporate security experience
• Working knowledge of WinTeam

COMPENSATION & BENEFITS:

$60,000 ANNUALLY

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k)plan
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.