Client Delivery Manager - Security Services

Client Delivery Manager - Security Services

Founded in 2011 with a vision of providing high-performing customer-centric services in Retail Security, Security services, Cleaning and Facilities management. MA Services Group now has the largest Covert team in Australia and we are still growing.

We are now everywhere, in every state and territory around the country, highly capable of providing industry-specific, efficient and productive solutions, that deliver real benefits. Our approach is to always understand the environment we need to operate in, that’s why we have trained professionals operating within each state, who can combine their skills with their local knowledge, to provide innovative solutions catered to a customer’s specific needs.

We're looking for an enthusiastic Client Delivery Manager at our WA office who wants to be part of a high performing team that is fully engaged, passionate and accountable.

The successful candidate will have the drive and willingness to work in a fast-paced and complex environment.

Duties include:

Planning

1. Advise management on meeting customer tender requirements.
2. Manage resources to meet contract requirements.
3. Offer post-sales services, monitor customer satisfaction, ensure service performance, and continuously improve and refine the services provided.
4. Manage the manpower for each site including casuals to have adequate coverage.
5. Oversee, inspire, and foster the growth of team members accountable for delivering customer service.
6. Advertise & hire new staff as required.
7. Monitor staff hours to ensure we fulfill their contractual requirements.
8. Measure and monitor contract performance.
9. Assist management with new projects.

Administration

1. Customer account management.
2. Record HR training requirements.
3. Collaborate across various organizational departments, service representatives, and customers to identify and meet customer expectations.
4. Collaborate with a 24/7 National Operation Call Centre to ensure optimal efficiency in their operations.

Quality, WH&S and Environmental Management

1. Implement Quality, WH&S and Environmental procedures and completion records as required.
2. Ensure staff understand, have access to and implement the QA, WH&S and Environmental procedures and reporting mechanisms.
3. Determine, report and prevent recurrence of the causes of non-conformance.

Other Key Responsibilities include:

1. Be responsible for the operational delivery of all sites for MASG Customers.
2. Ensure that each onsite security team delivers on the client’s expectations to the best possible standard and efficiency.
3. Ensure that all security staff (MA Services Group and/or contracted) perform as one team, act in synergy and in the best interests of MASG and its clients.
4. Ensure that professional security staff are effectively positioned and trained to provide operational excellence as per client expectations and requirements.
5. Ensure effective performance management of all staff in line with MA framework.
6. Reconciliation and reporting on a daily, weekly, monthly and yearly basis.
7. Uphold OH&S policies and procedures to ensure a safe work environment for employees, contractors and visitors.
8. Other duties as requested.

Skills and experience:

1. A minimum of 3+ years' experience in Account Management and Client Delivery (Security Services) in a management role.
2. Fully qualified and Licensed for Security Operations in Western Australia.
3. Current National Police Check.
4. Experience in management of multiple sites in a highly regulated environment.
5. Excellent verbal and written communication skills.
6. Excellent prioritization and organizational skills, including the ability to multitask.
7. A demonstrated commitment to internal and external service standards.
8. A high level of accuracy and the ability to work well under pressure.
9. An adaptable and flexible nature.
10. Advanced Microsoft Office skills.

Benefits and perks:

1. Competitive salary and benefits package.
2. Opportunity to be part of a growing and dynamic team.
3. Professional development and career growth opportunities.

LOCATION:

The position is located in Redcliffe, WA.

WA License No: SA52398