Job Description

Client Service Manager - Healthcare (Operations)
Grande Prairie, Alberta, Canada

Overview

Paladin Security: Making the World a Safer and Friendlier Place because we CARE! 
Do you have superior customer service skills and a passion for helping people? Are you able to think quickly on your feet and defuse difficult situations? Your track record of handling a great deal of responsibility combined with your varied life experience and enthusiasm for a job well done make you an ideal candidate for our team! The Paladin Difference starts with our officers; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!

Job Skills / Requirements

Reporting to the Operations Manager, this position is responsible for managing a portfolio of clients and all aspects of Paladin business within that portfolio. This includes not only being the main point of client contact, but also managing the security team that works within the portfolio. The Client Service Manager will regularly be meeting with clients and security staff to ensure that everyone’s needs are met. Based out of the office in Grande Prairie, AB, the successful candidate will be able to travel for business locally around region on a regular basis and to other areas if required. The Client Service Manager and his or her team will support the needs of the employees within the portfolio to ensure consistent quality of service for all client sites.  
 
In order to be effective, the Client Service Manager must thoroughly understand the business operation, the strategic priorities, the culture and the competition. He or she will work closely with the Operations Manger, Scheduling Administration, Human Resources and Safety Management to drive the business imperatives to provide a safe & fair work environment for employees, to grow the business profitability and retain and grow the client base.   

Portfolio Management 
 
  • Ensures all sites have up to date and complete Site Orders both in hard copy on site and in digital copy on the network server. 
  • Ensures that there are thorough Site Training and Employee Orientation programs in place at all sites within the portfolio and that all newly-assigned staff demonstrates competence on site. 
  • Supports Human Resources to ensure sufficient resources are available to meet the company’s obligations. 
  • Ensures that there are adequate numbers of trained security staff to meet all of Paladin’s contractual obligations within the portfolio of business. 
  • Monitors Incident Reports and takes appropriate action on the reports that are related to sites within the portfolio.Prepares Key Performance Indicator reports for regular review with clients, as applicable. 
  • Monitors all accounts receivable of clients within the portfolio and assists accounting when needed to ensure all accounts are kept up to date. 
  • Ensures that all services provided by staff assigned within the portfolio are delivered in accordance with the client’s wishes and best interests and in accordance with Paladin’s Code of Ethics. 
  • Ensures invoices are accurate based on employee hours and client bill rates.
  • Performs interviews and meets all new staff being considered for sites within the portfolio. 
  • Ensures all staff within his/her portfolio have adequate training based on industry, and corporate and client standards. 
  • Provides motivational and disciplinary discussions with all staff assigned within the portfolio as needed. 
  • Performs evaluations of staff assigned to sites on an as needed basis and in accordance with company policies. 
Client Relations 
 
  • Develops and maintains excellent relationships with the clients in the portfolio. 
  • Make consistent visits to client sites to ensure needs and goals are being met and fulfilled. 
  • Ensures clients and tenants of the client are aware of and satisfied with the services provided and offered by the company. 
  • Develops and maintains frequent security evaluations of client facilities and ensures appropriate recommendations are made to clients so that their security needs are met.
Corporate Communication 
 
  • Responds to communications from clients or staff in a timely manner. 
  • Communicates appropriate information to others as needed to ensure that any outstanding issues are dealt with in a timely fashion. 
  • Remains on-call to act as an after-hours resource for emergencies. 
  • Reports regularly to the Operations Manager on matters of company or client interest or significant events. 

Business Analysis and Development 
 
  • Analyzes business margins on a contract by contract basis to ensure the portfolio of business remains profitable. Margins will be reviewed on a monthly basis at a minimum. 
  • Assists in negotiating billing rates with the clients in the portfolio to ensure they remain consistent with expected margins. 
  • Ensure the successful implementation of Business Metrics is achieved according to the portfolio needs and goals. 
  • Leverages Paladin’s best practices, innovations and company advancements to better support our client, people, and programs. 
  • Performs other duties as requested to assist with corporate and/or branch needs. 

Additional Information / Benefits

Paladin Security has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs. We thank all applicants for their interest; however, only those applicants that are short listed will be contacted for an interview.

Benefits: Medical Insurance, Life Insurance, Dental Insurance

This job reports to the Operations Manager

This is a Full-Time position

Number of Openings for this position: 1