Event Services Client Operations Support Manager

About the role

In partnership with Branch Leadership and functional leadership, the Client Operations Support Manager is responsible for the day-to-day operations of administrative functions at an account level such as invoicing, scheduling, client relations, event management, compliance, and interviewing/selection for the assigned account(s). The Client Operations Support Manager is solely responsible for the development, upkeep, and maintenance of all systems at the account level to ensure both contractual compliance and stated financial goals through direct collaboration with the branch leadership, regional management personnel and functional departments.

Responsibilities

• Maintain future work schedules by only assigning appropriately trained personnel; implement and improve detailed tracking staff and their completed training and certifications; develop and implement staffing plans to ensure physical security workforce is prepared for emergency operations as well as long-term growth of the workforce
• Act in an Event Management capacity to ensure effectiveness of event staff to ensure they are meeting vendor and client expectations; develop and implement quality assurance programs; provide expert advice regarding resolution of any shortcomings
• In partnership with Hiring Specialist and Recruiting team maintain active involvement in the recruitment, interviewing, selecting, and training of new employees; participate in the completion of performance appraisals, handling employee grievances or complaints and disciplining employees after consultation with the Branch Manager/General Manager
• Safeguard personnel information as it relates to pay, benefits and performance by ensuring company record keeping is followed
• Establish and maintain an onsite inventory of critical supplies in collaboration with the site team to include but not limited to emergency medical provisions, emergency rations, flashlights, batteries, inclement weather clothing, etc.
• Make independent decisions when assigning personnel to work schedules to match competencies to the specific post while balancing officer utilization to reduce non-billable overtime to meet specified business goals
• Allotment of open work shifts to maximize event staff utilization and reduce non-billable expenses
• Submission of procurement orders
• Make productivity and cost reduction recommendations to management
• In partnership with Branch Manager, ensure accurate and timely submission of 90 Day event calendar
• Act as back up for Scheduling by creating, modifying, and managing event schedules in ABI to ensure adequate coverage at all times
• Follow all company policies regarding timekeeping procedures, meal and rest period breaks (where applicable), ensuring signatures and acknowledgements are properly documented (where applicable), and conducting weekly audits of timekeeping records to ensure accuracy
• Conduct disciplinary and counseling sessions with staff as needed in a proactive and professional manner in partnership with Human Resources as needed; ensure all such issues are documented according to company standards, and that all issues receive proper follow up for resolution
• Initiate termination procedures as needed for voluntary and involuntary separations; execute termination meetings as necessary and complete all follow up documentation according to company standards
• Maintain high employee morale and low employee turnover through effective and proactive communications and timely problem resolution; ensure all hiring, counseling, disciplinary and termination procedures are executed in a consistent manner
• Ensure a smooth-running operation by enforcing event specific policies and procedures through proper communication and training; may utilize field training staff to assist in executing event/site training

Qualifications

• High school diploma or equivalent
• Prior work experience as a team leader
• Minimum of one (1) year of administrative, human resources, employee onboarding, and/or classroom instructor experience
• Prior work experience in a dynamic administrative environment
• Work history must include:

Excellent organizational skills that include the ability to multi-task and prioritize work

Strong consultative, analytical, and problem-solving skills

Ability to communicate effectively with leadership

Proven ability to influence and engage key stakeholders

Strong strategic thinking and organizational change skills; strong problem-solving and analytical abilities

Ability to work effectively in ambiguous or evolving environments

Excellent interpersonal and collaborative skills

Ability to manage multiple tasks and recognize patterns in complex details

Strong oral and written communication skills

Skilled in maintaining order in emergency situations; able to guide and instruct staff

Proficient in computer systems and software, specifically Microsoft Office and/or Google Workspace

Skilled in coaching, mentoring, and motivating teams

Effective at active listening and issue resolution; able to quickly identify critical issues and synthesize relevant information

Competent in compiling, interpreting, and presenting data

Excellent report-writing and documentation skills

Results-oriented with a track record of setting and achieving goals

Team-oriented with negotiation and forecasting abilities

High attention to detail

Preferred Qualifications

• Service in Military Occupational Specialty related to law enforcement, security (such as Military Police, Elite Military Forces, combat arms) or any support role in a Combat Zone
• Graduate of a Certified Public Safety Academy (military or civilian) in the law enforcement, adult corrections, or firefighter field
• Bachelor’s degree in protective service, business, or related field
• Associate’s degree (or 60 credits) in criminal justice with current or prior active military service
• Previous verifiable event security experience
• Previous verifiable private/corporate security experience
• Working knowledge of ABI/WinTeam

Benefits

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k) plan, subject to eligibility requirements
• 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.