Assistant Account Manager

SUMMARY:

Assistant Account Managers assist the Account Manager in managing and supervising, as well as coordinating, the activities of all assigned Security Officers at the field level, and execute all tasks related to maintaining prescribed standards in compliance with Standard Operating Procedures. Our clients range from Class-A Office Buildings, Luxury Residential Properties, Distilleries, Fortune 500 Companies, Financial Institutions, Telecommunications Companies, manufacturing and industrial factories, hospitals, and many others.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Other duties may be assigned by the Branch General Manager / Senior Operations Manager:

• Maintains security operations business plans to include all program requirements, labor hours, cycle, production costs, and image;
• Provides input to the development of service strategy and research and development of new and emerging services;
• Maintains accountability for ensuring successful implementation of new contract start-up, including personnel requirements, material, training, subcontract, facility, tooling, and equipment needs;
• Takes a proactive role in meeting client needs; meets with clients regularly, listens to issues, provides security and technical expertise, and offers solutions. Ensure complete customer satisfaction. 
• Ensures all established costs, quality, and delivery commitments are met;
• Organizes operating activities with all other functions of the organization and suppliers to obtain optimum service and utilization of human resources and equipment; creates action plans around key problem areas and constraints.
• Reviews service and operating reports and directs the resolution of operational, service, and maintenance problems to ensure minimum costs and prevent lost coverage;
• Performs administrative activities associated with the effective management of assigned account operations, including compiling, storing, and retrieving data for reports;
• Partners with Human Resources to ensure thorough training of all assigned employees in the area of 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, as well as meets corporate training standards; clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings;
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information;
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed;
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results;
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities;
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others;
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills; 
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; is fully committed to the Quality Management System (QMS);
• Cost Consciousness - Works within approved budget; Develops and implements cost-saving measures; Contributes to profits and revenue; Conserves organizational resources;
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce;
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values;
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity;
• Strategic Thinking - Understands organization's strengths & weaknesses;
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions;
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles;
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks. 
• Manages 1-5 subordinates who supervise up to 100 employees of said account/posts. Responsible for the overall direction, coordination, and evaluation of the sites. Also directly supervises approximately 100 hourly employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

COMPETENCY
To perform the job successfully, an individual should demonstrate the following competencies (minimum of 5):

• Analytical – Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures; Synthesizes complex or diverse information; Uses intuition and experience to complement data. 
• Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics. 
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.
• Professionalism – Tactfully approaches others; Reacts well under pressure. Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Follows through on commitments. 
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; is fully committed to the Quality Management System (QMS).
• Quantity - Meets productivity standards; Completes work promptly; Strives to increase productivity; Works quickly. 
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapts to new product introduction, emergent business needs, and business evolution.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Goal and detail-oriented.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

To perform this job successfully, an individual should know about Contact Management systems, Internet software, Inventory software, Payroll systems, MS Office Project Management software, and intermediate to advanced MS Office (Word, Excel, Outlook) software skills. 

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating policies, maintenance instructions, and procedure manuals. Ability to write routine reports, business correspondence, and procedure manuals. Ability to effectively present information in one-on-one and small group situations, respond to questions from groups of managers, clients, customers, other employees of the organization, and the general public. 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

COMPUTER SKILLS

To perform this job successfully, an individual should know about Contact Management systems, Internet software, Inventory software, Payroll systems, MS Office Project Management software, and intermediate to advanced MS Office (Word, Excel, Outlook) software skills.

CERTIFICATES, LICENSES, REGISTRATIONS

Current/valid state driver’s license
CPR/AED/First Aid Certification

OTHER QUALIFICATIONS

Ability to pass a drug screen and criminal background check. Vehicle operators must be at least 25 years of age and have a driving record with no more than one moving violation.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, the ability to adjust focus, and the ability to see and distinguish basic colors. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

OTHER TASKS

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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