JOB SUMMARY: The Regional Account Manager- China (RAM) will be responsible for managing guard service functions and security-related operations of the client’s Greater China Region (GCR) footprint. The RAM will work with Site Security teams, various Branch Managers, Area Vice Presidents, and Regional Presidents to provide conflict resolution for the client in all instances of scheduling, staffing, billing, training and other related requirements and needs.
The Essential Functions Include:
Represent Pinkerton’s core values of integrity, vigilance, and excellence.
Serve as a key point of contact for the client to ensure the delivery of high quality service for the assigned account/region;
Evaluate service quality and initiates communication and/or corrective action in a timely manner to the client’s designated representative.
Coordinate with, and acts as liaison for, the Global Accounts Director (GAD);
Implement programs, initiatives, and plans as directed by the client or the GAD.
Identify and utilize networking opportunities with security provider branches throughout the region in support of client global programs.
Partner with branch/site management to standardize processes, practices, and service delivery for the account and implement security industry “best practices”.
Manage the client’s requests, changes, and/or directions and communicate accordingly with the GAD.
Provide management oversight for the recruitment, selection, orientation, development, and retention of high caliber staff;
Plan and direct the work of staff as well as on-going performance feedback and disciplinary actions, as necessary.
Develop and implement training for subordinate managers, supervisors, and Security Officers as directed or required by the client, Pinkerton, or by regulatory or compliance requirements.
Ensure the completion, tracking, and documentation of all training, as required by both the client and other legal compliance or regulatory requirements.
Implement key performance measures, metrics, benchmarking, tracking tools, scorecards, and reporting methods in cooperation with the client’s designated representative and managers to improve performance and effectiveness;
Create, update, and maintain the online dashboard tool for the client to track Key Performance Indicators (KPI’s), other metrics, and benchmark data.
Coordinate the subordinate managers’ schedules, assignments, and other operational considerations.
Manage appropriate staffing levels, in collaboration with area management as necessary;
Ensure scheduling is managed effectively to meet client requirements while controlling labor costs.
Assist the GAD with the client’s staffing requests.
Within scope of contract and assigned duties, reviews appropriate expenditures including equipment, supplies, and vehicles;
Ensure invoices are correct, delivered and paid in a timely manner.
Assist the GAD in writing, revising, updating, and amending post orders for the client’s designated sites.
Evaluate and recommend cost savings to improve efficiency and increase productivity.
Resolve issues and administer adjudication of discipline for subordinates, as directed by the GAD or Human Resources.
Provides input on company initiatives.
Promptly assists in the resolution of legal, financial, human resources, and administrative issues.
Act as the principal point of contact for the client’s Regional Security Managers for issues including but not limited to; bill and pay rates, invoicing, uniforms, equipment, staffing, post orders, policy and procedures, and training;
Review, track, and resolve errors with invoices.
Track and identify client credits and adjust them accordingly to the client’s account.
Routinely meet with the client’s Regional Managers and Global Account Director to ensure open lines of communication are maintained to discuss emerging risks, issues, disputes, training, budget, and other matters of interest.
All other duties, as assigned.
Bachelor’s degree with five years or more years of experience in a field related to security and/or business management experience with progressively responsible experience in security management, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases