International Operations Specialist at International SOS coordinating medical, security, and logistical assistance for global clients during emergencies. Delivering exceptional service in fast - paced environments with professionalism and empathy.
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
Job title
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