Allied Universal

Allied Universal® Risk Advisory and Consulting Services, North America’s leading specialized risk and threat assessment, prevention, intelligence, and investigative practices provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

The Allied Universal Threat, Disaster and Emergency Response division is looking for a Director of Operations. The position is responsible for the management of the Emergency Response Center (ERC) Team providing a temporary immediate service to our client.

Responsibilities

• Manage a team of operators to ensure all client requests are secured and processed per standard protocol and meet the expectations outlined below.

• Ensure client satisfaction and respond to any and all customer issues/concerns in a timely manner.

• Report on the metrics of the ERC team to include fill time, fill rates, cancellations, work order accuracy, volume of requests and misses in coverage.

• Maintain site coverage at all times; track requests to ensure site coverage; respond to emergency situations, call-offs and absences to ensure that client sites have coverage; act as call in center for remote posts.

• Ensures that accurate timekeeping, payroll and billing data is posted in automated payroll and billing system; verify billing and payroll reports and ensure that responsible supervisors or managers correct discrepancies; interface with accounts receivable and payroll departments to make corrections as necessary.

• Hold margins at or above 23% and payroll/billing accuracy to 98% or better in accordance with company standards.

• Track and report margins and current payroll/billing accuracy to Senior Management on a weekly basis.

• Maintain current knowledge of client contracts and requirements.

• Provide phone and email monitoring for emergency security related services.

• Dispatching of unarmed, armed and Law Enforcement officers throughout the country in emergency situations.

• Responsible for completing and maintaining documentation on requests from the beginning of the request from a client through the end of the process which includes providing pertinent information to our accounting staff for pay and bill purposes.

• Coordinate scheduling changes with Operations Managers, Off-Duty Officers and Subcontractors; serve as liaison with clients and Operations Management, Off-Duty Officers and Subcontractors in resolving scheduling, training, billing and payroll challenges.

• Ensure adequate operator staffing is in place to field all requests for service 365 days per year.

• Coordinate the removal of Subcontractors from posts based on client complaints, attendance problems or other performance issues; advise management of any staffing problems that may arise.

• On call 24/7 for staff and client support.

Qualifications

• Bachelor’s degree preferred

• 5+ years of professional-level security management experience

• Must have experience in management of high volume, multi-faceted service team

• Proficient in MS applications (Outlook, Word, Excel, Power Point)

• An understanding of emergency security operations.

• Energetic and focused personality with a demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines.

• Ability to maintain professional composure when dealing with unusual circumstances.

• Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, averages and reconciliation.

• Demonstration of strong customer service orientation required, with ability to effectively resolve client issues in a professional and service-focused manner.

• Ability to understand and provide instructions in written, oral, diagrammatic or schedule form.

• Ability to write logs and reports.

• Planning, organizing and leadership skills.

• Outstanding verbal and written communication skills required.

• Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player is required.

• Ability to multitask with strong attention to detail.

• Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.

Compensation & Benefits

$85,000 annually

• Medical, Dental and Vision insurance

• Paid Time Off

• Sick time

• Paid Holidays

• 401K

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .

Job ID: 2023-1103235

Location: United States-Texas-Richardson

Job Category: Management