Hybrid Director of Operations

at Commissionaires Canada

• Job title: Director of Operations
• Job type: Full Time
• Experience level: Lead
• Salary: CA$100,000 - CA$110,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bedford, Canada

About the role

• Director of Operations providing strategic leadership and oversight of operations at Commissionaires Nova Scotia. Responsible for client service delivery, team management, and operational compliance.

Responsibilities

• Provides executive-level oversight and final operational input into go/no-go decisions for new and renewing contracts, ensuring alignment with organizational strategy, risk tolerance, and capacity.
• Sets operational priorities that support revenue growth and sustainability, providing direction to CNS Operations team on commercial service opportunities.
• Holds overall accountability for National Master Standing Offer (NMSO) governance, ensuring call-ups, amendments, and compliance are managed effectively across the organization.
• Establishes leadership standards and expectations across Operations, modelling professional, decisive, and respectful leadership.
• Ensures client service obligations are met through appropriate oversight of contractual compliance and operational execution.
• Defines performance management expectations across Operations and ensures systems are in place to monitor results and address issues.
• Champions cross-departmental collaboration, ensuring Operations is effectively integrated with other CNS Head Office functions.
• Reviews and analyzes operational reporting to identify trends, risks, and improvement opportunities, providing direction and recommendations to senior leadership.
• Leads the development of operational leadership capacity by coaching and mentoring the Senior Operations Manager and supporting succession planning.
• Provides strategic oversight of Operations support functions, ensuring resources are aligned with operational objectives.
• Provides oversight and assurance that site visits are effectively implemented by Senior Operations Manager and District Managers.
• Conducts targeted or escalation-based site visits as required to assess risk, compliance, or client concerns.
• Ensures systemic issues identified through site visits are addressed through corrective actions and operational improvements.
• Maintains executive accountability for compliance with contractual obligations, Site Work Instructions (SWIs), and occupational health and safety requirements.
• Escalates significant risks, non-compliance, or recurring issues to the COO and recommends mitigation strategies.
• Provides oversight and direction on the handling of complaints involving employees, clients, and the public, ensuring matters are addressed appropriately, consistently, and in accordance with policy.
• Acts as the senior operational authority for escalated or complex labour relations matters, providing recommendations and reports to the COO as required.
• Ensures organizational compliance with personnel policies, collective agreements, and applicable federal and provincial legislation, including labour, occupational health and safety, and human rights requirements.
• Provides guidance to operational leaders on performance management, counselling, and disciplinary processes, in collaboration with the COO and Human Resources.
• Ensures a consistent and fair approach to employee relations across all operational areas.
• Provides oversight of recognition and engagement practices within Operations, ensuring acknowledgement of strong performance, long service, and nominations for CNS Honours and Awards Program.
• Establishes expectations and frameworks for effective communication between Operations leadership and Field Commissionaires, ensuring alignment and information flow.
• Identifies systemic employee relations trends or risks and recommends corrective actions or policy improvements to senior leadership.
• Attends meetings, functions, and events with the COO, and independently as required, in support of organizational and stakeholder relationships.
• Provides oversight and assurance that operational documentation, including Site Visit Reports and compliance records, is accurately completed, reviewed, and maintained.
• Provides senior operational input into the development and review of contract proposals in collaboration with the COO, Contracts Officer, and Senior Operations Manager.
• Reviews and provides guidance on reports related to personnel matters, including performance management and disciplinary issues, prior to escalation to the COO.
• Ensures operational documentation supports decision-making, risk management, and audit requirements.
• Acts as a senior point of contact for cross-departmental operational inquiries, ensuring clarity, consistency, and appropriate information flow.

Requirements

• Bachelor’s degree or a combination of related professional training and experience
• Secret security clearance
• RCMP Enhanced Reliability security clearance
• Valid Nova Scotia driver's license
• Superior problem-solving skills, able to analyze and predict future shortcomings before they manifest into larger issues
• Superior client service skills
• Excellent organizational skills and able to effectively prioritize multiple and shifting requirements
• Maintains a strong sense of urgency and very adept at time management
• Strong leadership/personnel skills and a business sense
• Strong written and verbal communications skills
• Demonstrated ability in contract negotiations and contract management
• Self-starter and independent worker
• Ability to maintain a high degree of confidentiality
• Five (5) years previous supervisory experience in a busy security business environment
• Excellent computer skills and aptitude in Microsoft products, including Outlook, Word, Excel, and Power Point as well as BambooHR and an On Watch software

Benefits

• Competitive salary
• Health, drug, and dental benefits
• Life and accident insurance
• Generous annual vacation package
• RRSP/TFSA matching program
• Loyalty Award program
• Flexible work arrangements where operationally feasible
• Work-life balance as a priority
• Education assistance funds and family scholarship programs
• Advancement opportunities within a large, national organization