Job description

Vice President, Client Operations

ABOUT US:

Metro One LPSG is the U.S. leader in providing dedicated security and loss prevention services to national clients.

We are a rapidly growing organization transforming the contract security industry and we need talented, committed and determined individuals to help us carry out our mission. Our environment is dynamic, committed to “dedicated service delivery” to our clients and a “best in class” employee experience for our thousands of security and LP officers.

Objectives:

The Vice President Client Operations (VPCO) coordinates field/client activity with the National Accounts Group, Strategic Accounts, and the Regional Fusion Centers and acts as the conduit with senior management to ensure program development, quality assurance, technology coordination, best practices, contract compliance as well as the development and expansion of both existing and new business.

Requirements:

· 5+ years of project management experience

· 5+ years of client operations experience

· Must be willing to participate in the Company's pre-employment screening process and continuously meet any applicable state, county and municipal requirements.

Responsibilities:

· Reporting to the Chief Customer Officer, the VPCO will serve as the primary liaison between Metro One and the client for any logistics operations related matter. The VPCO will also oversee the Directors of Strategic Accounts and be fully responsible for their development, client relations, and reporting.

· In addition, the VPCO will provide an umbrella of oversight to ensure and maintain consistency through coordinated communication, benchmarking, and the utilization of quality assurance metrics while working all levels to identify, analyze, and solve issues that will create opportunities to address security and risk mitigation, with the ultimate goal of decreasing the threat level and maintaining service continuity.

· The VPCO is responsible for financial reporting , as well as quarterly business reviews along with client relations as per company expectations. In addition, the VPCO will oversee and enforce the respective client Service Level Agreements (SLA), Management Standards to include managing the financials, management of fill rates as well as overseeing NBOT, reporting and development of KPI’s.

· This position involves a high degree of boots on the ground problem solving. The VPCO needs to be able minded to effectively elevate skill sets, recognizing trending aberrations, exceeding customer expectations, escalating concerns as necessary, managing emergency responses, and taking full responsibility for their portfolio(s).

· The VPCO will utilize a personal strategic blueprint to address the alignment of meaningful objectives along with vision and desired timetable. This plan will lay out the sequential framework necessary to achieve the company’s growth initiatives by creating and enhancing differentiation and sustainable competitive advantage in the marketplace. These traditional methodologies will also identify any competitive gaps and industry trends that can influence the key decision makers to ensure retention and further growth.

· Relationship building is essential to the development and growth of the portfolio. As the client liaison, relationship building is dependent on continuous communication. Through onsite visits, engaging client in social events, technology conferences, email updates and reporting occurrences. Establishing a trust, which will work to build the relationship, whereby the client understands that the best interest of the client is paramount.

· The VPCO will continuously seek growth opportunities, to include both client and industry focused portfolio growth. This growth will be sought from developing and expanding contacts as well as

relationships. Developing new clients from social events, business networking, client referrals, associations within the industry (supply chain and logistics), industry and technology conferences and seminars.

· The VPCO will take on any additional projects and/or responsibilities as deemed necessary by senior management.

Standards:

· Will create a Portfolio Management Standards plan that will further elaborate on the responsibilities and planning associated with this position to ensure the consistent delivery of service coupled with a measurable client experience program. The VPCO of Portfolio Management with the assistance of the COO and CCO will review this program quarterly as a formal review to determine whether any deviation in future direction is necessary. This program will be disseminated to each of the Strategic and National Account Managers to ensure program consistency and OKR (Objectives and Key Results) development and maintenance.

· The VP of Client Operations will ensure that a summary of deliverables from the master agreement, scope of work, is developed for all portfolios and is utilized as a source document to ensure field compliance.

· In addition, the VPCO will provide a Monthly Management Report (MMR) to be completed after the appliable financial data from the previous month is available, typically by the 10th of each month. This report will be disseminated to the COO, CCO and others as warranted summarizing the previous month’s activity.

· A Quarterly Business Review for every portfolio will be presented to senior management as well that

captures applicable content, incidents, financial data, etc., in a Power Point presentation. The goal of the QBR is to provide the client with meaningful data that will assist in the mutual design and future planning of the operations and it is imperative that the VPCO ensures that every QBR adds value.

· The VPCO will also maintain the One Touch Portfolio Performance Scorecard that identifies and measures critical client activity, “touches”, and other deliverables with the goal of ensuring that we are exceeding our client connectivity strategies. This information should be included in both the MMR and QBR.

· At times the VPCO will be requested by the client to engage in client specific service-related policy development, process improvement programs, as well as providing data and reporting that will assist the client in their personal and professional planning.

· The VPCO will also be reviewing all contracts and providing surveys or assessments of each of their respective facilities to ensure full compliance.

· The VPCO will also work directly with M1’s training group in the development of advanced criteria for each of their subordinates to ensure the adherence to business processes, practices, and planning. In addition, the following reading is required for all new portfolio managers in the first month of

employment/advancement (and provide a report on each on how they will incorporate these principles in their respective OKRs and portfolio planning):

o The First 90 Days

o The Leadership Code

· The VPCO will also be proficient in managing and communicating the budget and PNL along with any other financial tools to the team.

· The VPCO will also manage the Accounts Receivables for each of their portfolios and will proactively work with M1’s financial group to resolve issues when invoices have exceeded contract term dates.

· The VPCO will maintain ownership of all contract renewal processes for the lifetime of the contract. The VPCO will lead all contract renewal, rebid, rate increases, along with any other contract related initiatives.

· The VPCO will travel as necessary and actively participate in all client scheduled meetings. The VPCO will establish a quarterly travel plan to include anticipated site visits, surveys/assessments, and non-scheduled urgent travel as dictated by activity or client request.

· The VPCO will also create best practices and cost savings white papers and case studies for each of the vertical markets that they serve, becoming the authority and M1 Subject Matter Expert that will benefit our clients and be utilized by our marketing group for consideration and inclusion in future RFI/RFP opportunities.

· The VPCO will manage the One Touch program and ensure that all managers within his/her purview, are in compliance within acceptable parameters.

· And lastly, the VPCO will actively mentor members of their respective teams to ensure a list of potential successors that could take on a larger role or future portfolio.

Goals:

· Create a consistent focus on the customer experience and overall customer satisfaction utilizing both One Touch and Tableau metrics

· Business growth and development through relationship building, trust and seeking new business opportunities

· Engage the organization in managing customer relationships, programs, and financial profitability

· Drive the program to work towards optimum customer service delivery (Fill & Retention Rates) as well as financial performance (NBOT, Margin Ratios Analysis and Managing Expenses)

· Establish tracking and trending of issues and concerns and implement action plans as necessary

· Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment

· Portfolio growth through the development of new clients and contacts through networking, client referrals, industry conferences and seminars

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Experience:

• Client Operations: 5 years (Preferred)
• Project management: 5 years (Preferred)
• Business development: 5 years (Preferred)

Work Location: One location

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