DOC Client Portfolio Manager

$85,000 - $91,000/Yr

Allied Universal - Montgomery, AL

Full-time - Mid Level

Montgomery, AL

Administrative and Support Services

About the position

Allied Universal®, North America's leading security and facility services company, is seeking a Full Time Client Portfolio Manager to lead the Department of Corrections business segment in the Alabama market. This role is pivotal in enhancing client experiences, building long-term meaningful relationships, and engaging with employees who deliver our services in the field. The Client Portfolio Manager will be responsible for meeting or exceeding operational goals by providing high-quality, professional, competent, and committed service, ensuring an outstanding experience for both clients and employees. The primary responsibilities include setting the direction and tone for achieving service levels, focusing on the hiring and retention of security officers and Operations Managers, and communicating high service level expectations to ensure satisfaction and retention. The Manager will engage regularly with clients to share expertise and enhance the value of Allied Universal's offerings. Additionally, the role involves coordinating day-to-day operations, managing service delivery, and ensuring that all contractually scheduled hours are met with minimal unbilled overtime. The Client Portfolio Manager will also coach and develop personnel for advancement opportunities, utilize WinTeam for scheduling and billing, and maintain confidentiality of all information. This position requires active participation in community and business-related organizations, fostering customer intimacy, and maintaining regular attendance to avoid tardiness. The ideal candidate will possess a Bachelor's degree in Criminal Justice, Business Administration, or a related field, along with at least 3 years of experience in a service industry, preferably in contract security services or law enforcement.

Responsibilities

• Set the direction, tone, and client-specific plan for achieving agreed-upon service levels and meeting actionable expectations for delivering measurable results.
• Focus on hiring, development, and retention of appropriate security officers and Operations Managers and Field Supervisors overseeing remote managed business.
• Communicate high service level expectations consistently to the team to ensure client and employee satisfaction and retention.
• Engage regularly with clients to share expertise and enhance the value of Allied Universal's offering.
• Assist in coordinating the day-to-day team effort of Operations Managers and other assigned personnel to ensure quality and cost-effective service delivery.
• Manage the delivery of services through subordinate team and fill in for them and the District Manager in their absence or as requested.
• Work with assigned personnel to ensure that all contractually scheduled hours are met with a minimum of unbilled overtime.
• Coach, counsel, and develop assigned personnel to assist with their opportunity for advancement/promotability.
• Utilize WinTeam for scheduling and billing, and produce reports that require interpretation and action for effective business management.
• Enforce Allied policies as outlined by the handbooks and executive memos.
• Identify, analyze and solve problems and create opportunities for continuous improvement.
• Act as liaison between Allied Universal and the customer to foster customer intimacy, including travel to/from face-to-face meetings.
• Maintain confidentiality of all information and data.
• Keep records and prepare accurate and timely reports both manually and through automated methods.
• Maintain regular attendance to ensure avoidance of unpredictable, frequent and/or ongoing late arrivals and chronic tardiness.
• Perform other related duties and responsibilities as assigned or required.

Requirements

• Bachelor's degree in Criminal Justice, Business Administration, or a related field.
• At least 3 years of experience in a service industry.
• Previous Department of Corrections, Security Facilities Management, Military or Law enforcement experience required.
• Proven strong service orientation and excellent interpersonal skills.
• Ability to develop and grow client relationships.
• Ability to travel between Montgomery, Birmingham, and Huntsville AL markets.
• Ability to make decisions and conduct courageous conversations.
• Manage multiple tasks and priorities in complex situations.
• Excellent verbal and written communication skills.
• In-depth understanding of financial performance.
• Ability to work in a team-oriented management environment with an entrepreneurial attitude.

Nice-to-haves

• Experience in contract security services or military/law enforcement is desired.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off