Client Service Manager - Healthcare
About the role
Client Service Manager - Healthcare
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.
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.
Not the right fit? Search for Client Service Manager jobs in Grande Prairie, AB
About Paladin Security
As one of Canada's Best Managed Companies, boasting Canada's 10 Most Admired Corporate Cultures, Paladin is Canada's leading security company, with services and superior expertise that span all types of protection. Our outstanding people, ongoing training, state-of-the-art technology, advanced monitoring stations and passion for customer service excellence enable us to provide the most responsive and effective customer service in the industry.
About Us
Paladin was established in 1976 to provide basic Security Officer services. From modest beginnings with four employees and one contract, Paladin has grown into one of the largest security companies in Canada with offices from coast to coast.
Our Mission
Paladin's mission is to provide our clients with the finest security services and products available. With our extensive range of products and services, we care for our clients' safety and security. We strive to provide the very best in quality, and therefore commit to investing heavily into the selection, training, support, supervision and personal development of our people.
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Client Service Manager - Healthcare
About the role
Client Service Manager - Healthcare
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.
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.
Not the right fit? Search for Client Service Manager jobs in Grande Prairie, AB
About Paladin Security
As one of Canada's Best Managed Companies, boasting Canada's 10 Most Admired Corporate Cultures, Paladin is Canada's leading security company, with services and superior expertise that span all types of protection. Our outstanding people, ongoing training, state-of-the-art technology, advanced monitoring stations and passion for customer service excellence enable us to provide the most responsive and effective customer service in the industry.
About Us
Paladin was established in 1976 to provide basic Security Officer services. From modest beginnings with four employees and one contract, Paladin has grown into one of the largest security companies in Canada with offices from coast to coast.
Our Mission
Paladin's mission is to provide our clients with the finest security services and products available. With our extensive range of products and services, we care for our clients' safety and security. We strive to provide the very best in quality, and therefore commit to investing heavily into the selection, training, support, supervision and personal development of our people.