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Embedded Account Manager

Business Unit:  Security Services
Career Area:  Operations and Administration

Mississauga, ON, CA

Reports To (Job title): National Account Manager


This position reports to the National Account Manager and supervises approximately 100-110 guards across 11 sites.  This position works directly with the guard staff often communicating with them in person, email and over phone call.  They manage and oversee training for all assigned staff, counseling where necessary.  

This position is responsible for the overall management of the Security Operation for all CUSTOMER sites.  The embedded Account Manager must ensure the client (CUSTOMER) receives the highest quality of security and service and that escalation to the client for incidents must be followed. This position is responsible for National oversight of all EMPLOYEE account related matters.


  •  Ontario Secondary School Diploma or equivalent, along with computer skills courses. 
  •  Familiar with alarm systems.  Public relation, service and leadership skills
  •  Knowledge of sprinkler systems, fire panels and CCTV systems is also required.
  •  A valid driver’s license with no restrictions. 
  •  A minimum of 3 years supervisory and or managerial experience.
  •  The individual must be a self-motivated and initiated learner, reasonably knowledgeable re: life safety/fire code requirements, health & safety, system & equipment requirements, very good communication skills (verbal/written)
  •   Extensive client awareness, security intensive, legal knowledge - (Trespass Act, use of force/liability), action oriented, able to assimilate data, juggle priorities, make quick decisions, able to take direction from more than one person, patient, good overall deportment, strong leadership skills and foster a strong team in a positive work environment


In this job one is able to switch positions regularly, mostly in an office environment. The work week will be spent both client sites and GardaWorld offices, with an expectation to stay up to date on Garda procedures and duties as well. Schedule flexibility is a must.

There is a requirement to travel to the different site locations including but not limited to the Greater Toronto Area and Montreal. Travel/site visits are required where control posts guards are present.   


Scheduling, Invoicing, Staffing, Recruitment, Reporting, Training & Development:

  • Assists staff schedules, arranges coverage for special events
  • Determines S/O training needs
  • Functional direction from/to National Account Manager and National Portfolio Director.
  • Ensures properly graded and trained staffing levels are maintained for all sites
  • Communicates all staffing level inquiries/issues with the client.
  • Ensures properly graded and trained staffing levels are maintained for all sites
  • Approves staff vacations.
  • Manages overtime and non-billable training hours to an acceptable level.
  • Ensures proper documentation is completed for all Site locations.
  • Resolving Invoice discrepancies and follow up.
  • Oversight of GW guard staff to ensure compliance with site specific policies (ie- PPE, use of notebooks, uniforms etc.) in conjunction with GW account management.
  • Proficiency on all posts to ensure redundancy and familiarity with procedures.
  • Performance manage, refresher training, monitoring of site specific metrics for threshold compliance.
  • Interview/Screen New candidates and coordinate training schedules with site supervisors.
  • Engaging guard performance concerns proactively exercising progressive disciplinary practices.
  • Revise and implement approved SOP’s, Policies & Procedures.
  • Reporting of Monthly, Quarterly, Semi-annual and Annual training compliance requirements, ex. Monthly & Quarterly site reporting, Quarterly Fire Panel, Semi-annual SOP attestation, Annual Emergency Procedure Seminar compliance.
  • Updating of site training checklist for accuracy, review with site supervisors.
  • Ensures site staff is cross-trained on site level in order to cover off openings due to vacations/illness, special coverage.
  • Maintains a bullpen of staff trained at the site for spot fill purposes.
  • Provide feedback and coaching on a daily basis on quality, and productivity.
  • Comply with and carry out all Garda related environment, health, and safety accountabilities in order to ensure compliance with health and safety legislation, personal safety, and the safety of others.
  • Investigate, analyze and escalate challenges or complaints that are identified by the team members.
  • Daily verification of performance and work standards of all team members within the assigned account.Build relationships with Team members.
  • Oversee training of trainer / trainee.
  • Coaching, Mentoring, Leadership & Guidance.
  • Evaluating Performance or Disciplinary, staff morale.
  • Oversee GardaWorld Staff Daily Operations.
  • Attending Meetings/Conference Calls as scheduled.
  • Completion and tracking of MBR and QBR on all established KPIs/SLA’s.
  • National Service Coverage tracking and reporting.


This position handles confidential information on a constant basis.  The type of confidential information used pertains to client site information.  Access and use of staff site personnel files (wages, personal information).

GardaWorld: Make the world a safer place

GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer flexible schedules, diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.

We thank all candidates for their interest; however, we will communicate only with the selected candidates.

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