Field Manager

at  GardaWorld

FIELD MANAGER

Reports to: Director of Operations, GTA
Purpose of Position
This position shall contribute to the after-hours support of branch operations and client accounts, clients and assigned GardaWorld Employees, working as a liaison with both the On - Duty Manager, Mobile Personnel as well as the Account Management team.
Work Environment
The Field Manager will be assigned a company vehicle for use while on duty and will attend client account locations interacting with both assigned GardaWorld personnel as well as client representatives.
The incumbent is required to always maintain a high level of professionalism and deportment.
The position requires the incumbent to commit to a non-routine business week schedule, being scheduled on a continental work schedule averaging 42 hours per week.
Structure and Relationship
This position reports to the Director of Operations, GTA. Within the branch this position will have regular interaction with Account Managers, Portfolio Directors, Mobile Personnel, Duty Manager, and other positions within the Operations Center (National Service Desk and Alarms, Scheduling, and Intake Desk Personnel).
It is expected that the Field Manager understands and maintains confidentiality as it pertains to the business and company related matters.es, business and company related matters.
Required Skills

The incumbent will require the following skill set:

• Ability to create to a positive work environment and create a team atmosphere to obtain desired results from others.
• Ability to make decisions and triage according to business needs.
• Strong communication and delegating skills.
• Strong organizational and priority setting skills to ensure goals are met.
• Computer skills - ability to use Microsoft office suite of programs with efficiency. Be familiar with the operation of the company scheduling system, mobile dispatch process as well as the Intake desk requirements.
• Self- motivated able to achieve goals.
• Excellent problem-solving skills.
• Ensures operations are conducted within GardaWorld Professional Standards guidelines and Business Management Manual

Branch and/or Regional Goals at Point of Signing

• Retain, Improve and Development of existing clients and relationships.
• Retain, Improve and Development of employees within their respective roles at client sites.
• Have a positive impact on non-billable overtime, employee removals, employee career path development.
• Focus on goals of enhanced operational activities for increased value to client accounts and the GardaWorld organization.
• The incumbent will review and participate in annual training on the following areas:
• Emergency Response Manual/Business Continuity Plan (ERM/BCP)
• Business (Quality) Management System (BMS)
• Quality Training
• Occupational Health and Safety Training
• WHMIS Training.

Task Related Objectives

Assigned duties will include, but are not limited to:

• Maximize customer retention by driving and ensuring customer satisfaction.
• Participate in corrective action for complaints, respond to escalated inquiries/requests quickly and professionally, while adding value at every opportunity, while documenting in the same manner required in the Business Management Manual
• Develop intimate familiarity with customer culture, requirements, and day to day operations.
• Promote customer expectations and contractual requirements for translation into operating instructions, including Standing Orders
• Engage with New Account Start Ups, and close outs.
• Complete required reports and documentation, effective communication within the organization to achieve successful results of business items and the Field Manager program.
• Attend, assist Duty Manager with facilitation of, manage emergencies as they relate to the Operations Center, Client Sites, Employees on or off duty.
• Follow up on Supervisory Visitation Reports as required by the branch.
• Complete evaluations for field staff as required.
• Assist with development and implementation of policies and procedures complimenting the Field Manager program.

Participate or lead projects and initiatives as assigned.

• Maximize customer retention by driving and ensuring customer satisfaction.
• Participate in corrective action for complaints, respond to escalated inquiries/requests quickly and professionally, while adding value at every opportunity, while documenting in the same manner required in the Business Management Manual
• Develop intimate familiarity with customer culture, requirements, and day to day operations.
• Promote customer expectations and contractual requirements for translation into operating instructions, including Standing Orders
• Engage with New Account Start Ups, and close outs.
• Complete required reports and documentation, effective communication within the organization to achieve successful results of business items and the Field Manager program.
• Attend, assist Duty Manager with facilitation of, manage emergencies as they relate to the Operations Center, Client Sites, Employees on or off duty.
• Follow up on Supervisory Visitation Reports as required by the branch.
• Complete evaluations for field staff as required.
• Assist with development and implementation of policies and procedures complimenting the Field Manager program