Summary: Under the direction of the EVP of Quality Assurance, this position is responsible for all aspects of security service delivery at Michelin USA. The National Account Manager will provide strategic direction and innovative leadership managing account managers and site supervisors across multiple states. Oversee security staff in effective, efficient and ethical operation; and build a cohesive team dedicated to meeting the client’s expectations.
Responsible for the overall operation of the Walden Security staff at client sites including liaison between Michelin corporate security and Walden Security senior management.
Basic responsibilities include supervising Walden Security account managers and supervisors, communicating with staff, handling logistical needs; ensuring the timely completion of administrative functions such as performance evaluations, establishing training needs and identify deficiencies in existing training programs. Prepare written reports, statistical data sheets and other management documents in a clear and concise method that meets the needs and requirements of the security department and the client. Promote professionalism within security. Independently coordinates and monitors the operational effectiveness of the staff in delivery of services and develops, recommends and implements necessary program changes to meet the client’s goals and objectives. Verifies post orders/ Standard Operating Procedures and ensures compliance. Accomplishes physical security surveys, and provides investigative duties as requested by Michelin management. Track client Key Performance Metrics and assists the EVP of Quality Assurance with Quarterly Business Reviews.
Essential Duties and Responsibilities: include the following. Other duties may be assigned by the Director of National Accounts, CSD:
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;
Accountable for ensuring successful implementation of new contract or location start-up, including personnel requirements, material, training, subcontract, facility, tooling and equipment needs;
Take a proactive role in meeting client needs; meet with clients regularly, listen to issues, provide security and technical expertise and 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 account operations, including compiling, storing, and retrieving data for reports;
Partners with the Director of Learning and Development 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 contract specific training, and annual refresher training for security personnel, as well as meet corporate training standards;
Meets all contractual scheduled hours with a minimum of unbilled overtime. Ensures that overtime costs are managed effectively within company targets;
Reconciles security logs against shift responsibilities and patrols; review incident reports prior to submitting to client and coordinate preliminary investigations;
Performs account audits and off-hour visits, completing required documentation;
Develops / maintains operational procedures so that a valid, site-specific post orders are always available for emergency reference by the security staff;
Manages uniforms, equipment, supplies & vehicles needs at each client site;
Responsible for assigned account(s) and security personnel seven days a week. Although supervision is in place, the Michelin National Account Manager must be available via cell phone for emergency or placement purposes. All contacts/calls must be responded to promptly.
Confirms technology hardware and software is functioning at all times
Manages 1-5 subordinates who supervise up to 200 employees in the various accounts/posts. Is responsible for the overall direction, coordination, and evaluation of these sites. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws and well as the government contract regulations. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Communicate portfolio staffing needs via an open post log; partner with Account Managers and Human Resources in identifying, interviewing and hiring quality candidates;
Develop staff in both technical and professional skills through performance management (coaching, counseling, disciplining, training, , recognition, etc.);
Ensure that employee relations issues/non-conformances are resolved and coordinated with Human Resources as appropriate and that appropriate documentation/records are completed;
Assure communication of policies, company announcements and job openings are consistently communicated to each site;
Efficiently interface with Michelin corporate security team and support staff and negotiate realistic deadlines for needed services;
Administer client site safety programs in accordance with corporate procedures;
Capably utilize Winteam system for scheduling and billing, and to produce reports (such as Scheduling Activity, Invoice Aging by Tiers, Training Summary and Training Detail reports) that require interpretation, analysis and action plans for effective business management;
Enforce Walden Security policies as outlined by the handbook and Standard Operating Procedures.
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures;
Problem Solving - Identifies and resolves problems in a timely manner; 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; Manages project team activities;
Technical Skills - 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 clearly and persuasively in positive or negative situations; Listens and gets 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;
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;
Professionalism - Approaches others in a tactful manner; 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 - Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality;
Quantity - Meets productivity standards; Strives to increase productivity; Works quickly;
Safety and Security - Observes safety and security procedures;
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;
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;
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.
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
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.
Education and/or Experience:
Associates Degree; and five years management experience within the security industry; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and post/procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, commissions and percentages.
Ability to solve practical problems; Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of Internet software; Inventory software; Payroll systems; MS Office Project Management software; intermediate to advanced MS Office (Word, Excel, Outlook) software skills. Individual should have familiarity with patrol verification software, workforce management software and yard-inventory control management software.
Certificates, Licenses, Registrations:
Current/valid state driver’s license; guard license; CPR/AED certifications; other applicable certifications and licenses as required.
Available 24 hours per day, seven days per week.
Travel up to 50% to inspect assigned locations or corporate travel as needed.
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, ability to adjust focus and ability to see and distinguish basic colors.
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 Operations Manager must be capable of working in a fast paced/high stress 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.
Specific environment varies by post. The employee may be exposed to outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; risk of electrical shock; explosives; risk of radiation and vibration. The noise level in the work environment is usually moderate.
Employees must be able to hear within normal speech range and alarm range.
Employees must be able to move quickly in any emergency and must be capable of handling portable fire extinguishers and other related equipment when necessary.
Employees must be mentally and emotionally stable. They must not have detectable neurotic or physical conditions which will adversely affect their ability to act properly during situations involving mental stress.