Security Client Portfolio Manager - Higher Education Experience Required

Allied Universal - Philadelphia, PA

Part-time - Mid Level

Philadelphia, PA

Administrative and Support Services

About the position

Allied Universal is currently seeking a Client Manager to lead a business segment in a designated region, specifically focusing on the higher education sector. The primary role of the Client Manager is to enhance client experiences, build long-term meaningful client relationships, and engage with employees who deliver our services in the field. This position is crucial for meeting or exceeding operational goals by providing high-quality, professional, competent, and committed service, ensuring an outstanding client and employee experience. To support success in this role, we provide a comprehensive, week-long management onboarding course designed to equip the Client Manager with best practices, tools, and guidance necessary for effective performance. The Client Manager will set the direction, tone, and client-specific plan for achieving agreed-upon service levels and meeting actionable expectations for delivering measurable results. This includes focusing on the hiring, development, and retention of appropriate security officers, Operations Managers, and Field Supervisors overseeing remote managed business. Regular communication of high service level expectations to the team is essential to ensure client and employee satisfaction and retention. The Client Manager will engage regularly with clients to share expertise and enhance the value of Allied Universal's offerings. In addition, the Client Manager will assist in coordinating the day-to-day efforts of Operations Managers and other assigned personnel to ensure that services are delivered in a quality and cost-effective manner. This role also involves managing the delivery of services through subordinate teams and filling in for them and the District Manager as needed. The Client Manager will work closely with assigned personnel to ensure that all contractually scheduled hours are met with minimal unbilled overtime, coach and develop assigned personnel for advancement opportunities, and utilize WinTeam for scheduling and billing purposes. Maintaining confidentiality of all information and data, preparing accurate and timely reports, and actively participating in community and business-related organizations are also key responsibilities of this role.

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 that services are delivered in a quality and cost-effective manner.
• Manage the delivery of services through subordinate team and fill in for them and the District Manager in their absence or as requested or required.
• 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.
• Capably utilize WinTeam for scheduling and billing, and to produce reports that require interpretation and action for effective business management.
• Enforce Allied policies as outlined by the handbooks and executive memos.
• Work with all levels in the organization to 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.
• Actively participate in community and business-related organizations.

Requirements

• Bachelor's degree in Criminal Justice, Business Administration or a related field.
• Minimum three (3) years of experience in a service industry.
• Proven strong service orientation, excellent interpersonal, leadership and organizational skills.
• Ability to develop and grow client relationships.
• Ability to make decisions and conduct courageous conversations.
• Manage multiple tasks with ability to manage multiple priorities, complex situations, a diverse team of employees and client requirements on an ongoing basis.
• Excellent verbal and written communication skills with the ability to communicate in a timely manner any changes or recommendations that could have impact on our service image or brand.
• In-depth understanding of financial performance.
• Ability to work in a team-oriented management environment while having an entrepreneurial attitude.

Nice-to-haves

• Proprietary security services or military/law enforcement experience.
• Previous Customer Service, Account Management, Sales, Facilities Management, Military or Law enforcement experience.

Benefits

• Medical, dental, vision, basic life, AD&D, and disability insurance.
• Enrollment in our company's 401 (k) or Supplemental Income Plan, subject to eligibility requirements.
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.