Account Manager - San Antonio, TX

About the Role

Summary Account Managers manage, supervise, and coordinate the activities of all assigned Security Officers at the field level. They execute tasks related to maintaining prescribed standards in compliance with Standard Operating Procedures. Clients include Class-A Office Buildings, Luxury Residential Properties, Distilleries, Fortune 500 Companies, Financial Institutions, Telecommunications, Manufacturing/Industrial Factories, Hospitals, and others.

Responsibilities

• Maintains security operations business plans, including program requirements, labor hours, cycle, production costs, and image.
• Provides input for service strategy and research on new and emerging services.
• Ensures successful implementation of new contract start-ups, including personnel, material, training, subcontract, facility, tooling, and equipment needs.
• Takes a proactive role in meeting client needs; meets with clients regularly to address issues, provide expertise, and offer solutions to ensure complete customer satisfaction.
• Ensures all established costs, quality, and delivery commitments are met.
• Organizes operating activities with other functions and suppliers to optimize service and human resource utilization; creates action plans for key problem areas.
• Reviews service and operating reports; directs resolution of operational, service, and maintenance problems to minimize costs and prevent lost coverage.
• Performs administrative activities, including compiling, storing, and retrieving data for reports.
• Partners with Human Resources to ensure thorough training on client, company, government, and customer policies, procedures, and regulations.
• Coordinates and/or conducts site-specific OJT, client-specific training, and annual refresher training for security personnel.
• Manages overtime costs effectively within company targets; ensures contractual scheduled hours are met with minimal unbilled overtime.
• Reconciles security logs against shift responsibilities and patrols; reviews incident reports and coordinates preliminary investigations.
• Performs account audits and off-hour visits, completing required documentation.
• Develops and maintains operational procedures and valid, site-specific post orders for security staff reference.
• Manages uniforms, equipment, supplies, and vehicle needs at each client site; maintains inventory.
• Maintains responsibility for assigned account(s) and security personnel seven days a week; must be available via cell phone for emergencies or placement purposes.

Supervisory Responsibilities

• Manages 1-5 subordinates who supervise up to 100 employees across assigned accounts/posts.
• Responsible for the overall direction, coordination, and evaluation of sites, including directly supervising approximately 100 hourly employees.
• Carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including training, planning, assigning work, appraising performance, rewarding, disciplining, and addressing complaints.

Competencies

• Analytical: Collects and researches data; uses intuition and experience to complement data; designs workflows and procedures; synthesizes complex information.
• Problem Solving: Identifies and resolves problems timely; gathers and analyzes information; develops alternative solutions; works well in group problem-solving.
• Project Management: Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Technical Skills: Assesses strengths and weaknesses; pursues training and development; shares expertise with others.
• Customer Service: Manages difficult customer situations; responds promptly to needs; solicits feedback to improve service; meets commitments.
• Interpersonal Skills: Focuses on solving conflict; maintains confidentiality; listens without interrupting; keeps emotions under control; remains open to others' ideas.
• Oral Communication: Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills.
• Professionalism: Approaches others tactfully; reacts well under pressure; treats others with respect; accepts responsibility for own actions; follows through on commitments.
• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness; committed to Quality Management System (QMS).
• Quantity: Meets productivity standards; completes work promptly; strives to increase productivity.
• Safety and Security: Observes safety procedures; determines appropriate action beyond guidelines; reports unsafe conditions; uses equipment properly.
• Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach to fit situations; deals with frequent change or delays.
• Attendance/Punctuality: Consistently at work and on time; ensures coverage when absent; arrives at meetings and appointments on time.
• Dependability: Follows instructions; responds to management direction; takes responsibility; keeps commitments; completes tasks on time.
• Initiative: Volunteers readily; seeks self-development; takes independent actions; looks for opportunities; asks for and offers help.
• Innovation: Displays original thinking; meets challenges with resourcefulness; generates suggestions for improving work; presents ideas effectively.

Requirements

• Associate's degree and a minimum of two years of management experience in security or a related field; or equivalent combination of education and experience.
• Proficiency in Microsoft Office software, eHub (preferred), and working knowledge of Internet programs.
• Valid State Driver's License, CPR/AED/First Aid Certification (if applicable).
• Valid Security Officer License if required by the state; State Armed License and weapon certification if required.
• Ability to pass a criminal background check and drug test.
• Available as needed to meet business needs.

Skills

• Language Skills: Ability to write reports, business correspondence, and procedure manuals. Ability to read and comprehend instructions, correspondence, and memos. Ability to speak effectively before groups.
• Mathematical Skills: Ability to perform basic arithmetic operations (addition, subtraction, multiplication, division) with whole numbers, fractions, and decimals.
• Reasoning Ability: Ability to apply common sense to carry out instructions in written, oral, or diagram form; ability to handle simple one- or two-step instructions.
• Computer Skills: Knowledge of Contact Management systems, Internet software, Inventory software, Payroll systems, MS Office Project Management software, and intermediate to advanced MS Office (Word, Excel, Outlook) skills.

Certificates, Licenses, and Registrations

• Current/valid state driver's license.
• CPR/AED/First Aid Certification.

Other Qualifications

• Available 24 hours per day, seven days a week.
• Travel up to 50% to inspect assigned accounts/posts or for corporate travel as needed.
• Ability to pass a drug screen and criminal background check.

Physical Demands

• Regularly required to talk or hear.
• Frequently required to stand, walk, sit, and use hands to finger, handle, or feel.
• Occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, depth perception, ability to adjust focus, and ability to see and distinguish basic colors.

Work Environment

• The noise level in the work environment is usually moderate.

Benefits

We offer unique and generous benefits for all employees, including opportunities for career growth. Benefits are available to executive managers, administrative support, and security professionals.