Regional Performance Manager Security Operations Center (SOC)

Metro One Loss Prevention Services Group • Phoenix, AZ • 5d ago

Job Description

Regional Performance Manager Security Operations Center Summary:

The Regional Performance Manager will oversee operations across multiple Security Operations Centers (SOC) locations, ensuring seamless staffing, performance, and compliance. This position will interface with Senior Management, Recruiter(s), Scheduling Staff, and key clients to foster strong relationships. The Regional Performance Manager will also ensure that qualified candidates are continuously sourced and interviewed, creating a pipeline of qualified staff for assignment while managing customer relationships to drive satisfaction and retention.

Regional Performance Manager Responsibilities:

Ensure all security personnel in SOCs are trained on mobile applications for time and attendance recording, with consistent usage in the field.

Maintain standards for overtime performance through effective regional scheduling and supporting recruitment strategies across multiple sites.

Maintain adequate staffing levels at all SOC locations.

Review assignment requests from clients to ensure recommended staff meet company and client standards prior to deployment.

Maintain attendance standards by implementing corrective measures for lateness, excessive call-outs, and no call/no show occasions across the region.

Issue written documentation to staff when warranted and maintain liaison with Human Resources.

Monitor staff performance in partnership with office team members, SOC leads, and clients in collaboration with Human Resources. Document substandard performance and implement regional improvement plans.

Proactively monitor and adjust stand-by programs to accommodate holidays, weather conditions, call-out trends, and site-specific needs.

Support Recruiter(s) in interviewing new hires when necessary, scheduling them appropriate to client and SOC standards, and providing schedules immediately upon completion of training. Follow-up to ensure new hires are fully integrated into regional schedules in subsequent weeks.

Implement measures to reduce turnover across SOC locations.

Identify top talent officers for growth opportunities. Communicate change in rate records to Payroll and Human Resources.

Provide immediate response to payroll discrepancies filed by officers.

Work with Human Resources regarding potential counseling, disciplinary issues, and timely investigations.

Coordinate with Recruiters regarding field visit schedules, field recruiting, client contacts, officer coaching, and retraining, and following-up on corrective measures and client requests across the region.

Utilize Guard-Tour Application for documenting field visits to SOC sites.

Respond with urgency to client concerns, building and maintaining strong customer relationships through regular communication, site visits, and proactive issue resolution. Document deficiencies noted during site visits and follow-up with appropriate communication, training, instructions, etc., providing clients with corrective action taken.

Ensure compliance to post orders, uniform requirements, retraining, and licensing requirements at all SOC locations.

Manage customer relationship activities, including regular check-ins, performance reporting, and collaboration on security enhancements to meet evolving client needs.

Travel between SOC locations as needed to conduct audits, training sessions, and client meetings.

Qualifications and Requirements:

3-5 years of recruitment, management, and operations experience in security or related fields, with regional oversight preferred.

Requires regional travel, including to multiple SOC locations.

Must be willing to participate in the Company's pre-employment screening process and continuously meet any applicable state, county and municipal requirements.

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