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Operations Support Officer (OSO) Coordinator

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Job Reference: G4S/TP/2239755/122782
Number of Positions: 1
Job Category: Miscellaneous
Contract Type: Full Time
Salary: Competitive
Location: Etobicoke, Ontario
G4S Region: North America
Country:Canada


G4S Business Unit:Canada
Closing Date: August 30, 2018
Package Description: This position description assumes that the individual has satisfied all basic requirements for employment by G4S Secure Solutions (Canada) Inc., including, but not limited to: criminal police information check (CPIC) credit reference, background check, 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 any other duties requested by this position’s management.

Job Introduction:

This position is primarily to ensure the provision of optimum client security service as well as the effective supervision and control of operational field activities in a manner consistent with the client and G4S Secure solutions (Ltd.) standards

The Operations Support Officer (OSO) coordinator ensures day to day operational activities of all staff meet the service level agreements of the client and they will ensure excellent client relationship, retention of staff which will result in business growth.

Role Responsibility:

  • Supervise and schedule all G4S Operations Support Officer staff (6-8 employees)
  • Work hand in hand with the client 
  • Conduct daily work checks including documentation of all issues (all issues are then reviewed individually with each employee as required)
  • Maintain a Quality Performance Log to address all issues
  • Assist clients with internal and external audits
  • Follow and implement the G4S coaching/reprimanding process (from retraining to recommendation for dismissal)
  • Create individual Performance Improvement Plans (PIP) when required and ensure they are followed
  • Facilitate training of new and existing Operators as required
  • Complete all on-boarding OSO (G4S and client) documents with new hires
  • Arrange and oversee all official reviews required to pass probation. (Training Exit Review, Probation Exit Review and Supervisor Eligibility Review) with the assistance/presence of client Management
  • Conduct annual reviews with each employee
  • Provide feedback to all employees in real time via email and phone calls regarding all emails/reports
  • Ensure all employee files are kept up to date with all required documents
  • Retain presence at OSO during business hours, unless directed otherwise by G4S or client Management
  • Follow G4S and client Codes of Conduct
  • Monitor  Inventory and order supplies for the entire team as needed
  • Budget review as needed
  • Daily monitor emails in the Mailbox to ensure all requests are completed within Service Level Agreements
  • Report directly to G4S Branch Manager and G4S Physical Security Operations Manager
  • Complete monthly G4S report tabulating amount of shifts worked, shifts missed, etc
  • Complete schedules and process shift swaps (G4S employees) and vacation requests (G4S employees and client staff)
  • Find coverage when dealing with filling shifts during business hours, acting as support after hours as required.
  • Flexible travel between Mississauga and downtown Toronto location (ex. 3 days in Mississauga, 2 days in Toronto)
  • Attend weekly/monthly meetings as required.
  • Complete email requests as needed
  • Act as a backup for staff
  • Act as the first point of contact for all escalations after hours
  • Perform other duties as required

The Ideal Candidate:

  • Proficiency with software applications/programs and/or department specific systems as required e.g. Outlook, Word, Excel, Visio
  • Proven ability to manage client expectations/concerns through strong communication skills, both verbal and written
  • Demonstrated in managing priorities in a multi-tasked environment to ensure deadlines are met
  • Minimum of two or more years as a Supervisor/Manager
  • Being flexible in changing business needs
  • Experienced in identifying, suggesting and actively participating in process improvements
  • Participating fully as a member of the team and contributing to a positive work environment
  • Taking the initiative to identify and recommend improvements in own job function, investigate issues requiring resolution

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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