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Customer Solutions Manager

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Job Reference: G4S/TP/2239755/126628
Number of Positions: 1
Job Category: Line Management
Contract Type: Full Time
Salary: Competitive
Location: Etobicoke, Ontario
G4S Region: North America

G4S Business Unit:Canada
Closing Date: October 20, 2018
Package Description: Customer Solutions Manager

Job Introduction:


This position description assumes that the individual has satisfied all basic requirements for employment by G4S Secure Solutions Canada, including, but not limited to: background check, drug screening, minimum age, and minimum education (high school diploma or foreign equivalency, or earned GED). Additionally, this job description in no way states or implies that these are the only duties to be performed by this employee. The individual in this position is required to follow any other instructions and perform ad hoc duties as required.

Role Responsibility:

Reporting to the Director, Customer Care, the Customer Solutions Manager is responsible for the overall business of the strategic accounts portfolio. This includes but is not limited to brand protection, relationship management and contract management. In this role, financial and business acumen is critical for success.

Specific Task or Responsibility by Priority:

  • Working with internal teams such as Finance and Operations to identify gaps and create opportunities to further satisfy our customers
  • Identify best business practices to support continuous improvement efforts
  • Work closely with client to identify opportunities for growth, relationship building/enhancement, and strategic alignment
  • Ensure that the Contract is profitable and the business is aligned to meet and exceed defined service levels and KPI’s
  • Ensure communication to field staff and debrief on contractual obligations that need to be fulfilled at the field level
  • Ensure Terms and Conditions on all contracts are enforceable and realistic in order to adequately service our customers
  • Work with customers on price increases and adjustments as required on different contracts
  • Knowledge of wage to bill ratios and impact on business
  • Knowledge of turnover in each account and ability to provide solutions where needed
  • Ad-hoc duties and projects as assigned

The Ideal Candidate:

Formal Education, Licenses and Certifications Required:

  • Degree Business Administration (equivalent area of study), or work experience relevant to the position

Type and Length of Specific Experience Required:

  • A minimum of 3 years experience managing a security contract or corporate security account in a multi-location environment or similar.
  • Expertise in a broad range of security areas of concern to include personnel security, risk assessment methodology, physical security, investigations, control of regulated products
  • Ability to conceptualize, communicate, plan, promote/influence, implement and manage security - related initiatives.
  • Must possess a high level of financial and business acumen and demonstrates ability to lead effectively amidst paradox and ambiguity in a matrix organization. Must understand and be able to apply a budgeting/allocation process.
  • Must be able to identify opportunities to bring in Subject Matter Expertise

Skills Required: 

  • Effective oral and written communication
  • Planning and organizing
  • Proficiency with Microsoft Office and Google Applications
  • Problem solving
  • Forecasting, predicting
  • Coaching, mentoring, motivating
  • Active listening
  • Encouraging effective teamwork
  • Assess and evaluate situations effectively
  • Synthesize facts, concepts, principles
  • Identify and manage/escalate critical issues quickly and accurately
  • Compile, sort, and interpret data
  • Research, investigate, compile information
  • Mediate conflict with tact, diplomacy
  • Write informatively, clearly and accurately
  • Negotiate
  • Setting and achieving goals
  • Financial Acumen
  • Attention to detail
  • Ability to deal with pressure


  • Prior strategic account management experience.
  • Experience in development and implementation of security policies and procedures.
  • Demonstrated knowledge of security services including but not limited to manned security services, systems and technology, risk and compliance.

About the Company:

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.

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