Manager, Loss Prevention

Position Overview: 

The Manager of Loss Prevention will lead a team of two resources to develop and implement policies and procedures aimed at reducing company risk and losses. This role will focus on cash control, EBITDA gain, and involves supporting clinics and hospitals by improving security measures, driving awareness, and ensuring compliance with company standards and regulations. Previous experience with investigations and loss prevention technology is essential. 

Responsibilities   

• Lead the Loss Prevention Team to assure development of policies and procedures to continuously improve reduce company risk and losses, while delivering the highest standard of customer and employee experience   
• Find, and implement innovative solutions that will support the clinics and hospitals while minimizing business risk by improving security and driving awareness.   
• Support an end-to-end Loss Prevention Strategy to ensure the safeguarding of the company assets.   
• Support timely and proper change management on key Loss Prevention policies  
• Provide case summaries and SOP recommendations across the organization to support a reduction in future incidents.  
• Effective communication and coaching on best practices to support strong compliance by field team and clinic teams  
• Educate Field Operations teams on SOP’s that impact operational performance.   
• Work closely with Human Resources, Field and Clinic Leaders and Group to ensure that all aspects of Loss Prevention are in compliance with company standards and all applicable regulations, codes and laws to reduce human incidents.   
• Support the business to achieve EBITDA and working capital management objectives, through improved safety performance, and reduction of other related risks to the bottom line.   

Cash Controls:  

• Achievement of EBITDA and margin through creation, management, tracking, and reporting of KPIs; and documenting policies and best practices inclusive of discounts, refunds, transaction type, e-commerce transactions, and use of virtual terminals.  
• Support Hospital Teams and Field Operations to reduce refunds and discounts; identify fraudulent transactions; address and dispute chargebacks in a timely manner; and address other risks incurred through point of sale in order to achieve company goals 
• Support proper physical and digital security of POS terminals   

Internal Audit and Reporting:  

• Partner with National Director of Loss Prevention & Risk Management to identify KPI’s in partnership with Support Office and Operations Teams to develop and introduce internal audit templates for high priority areas.  
• Create and launch Loss Prevention Scorecard to support Field Operations Leaders in understanding current performance and where opportunity to improve within local markets exists  
• Identify reporting needs and partner with BI Teams to create reports to track agreed upon KPI performance, quantify and report on results.   

Incident Management and Resolution 

• Partner with National Director of Risk Management & Loss Prevention and other Support Office Teams to create, update and maintain SOPs aimed at reducing incidents (Pet Safety, Human Safety, Property, and others) 
• Overall responsibility for the intake, triage, and management of Loss Prevention and other incidents across the organization 
• Lead the process to determine proper use of insurance policy with consideration to minimizing P&L impact and maintaining good standing of company standing within the insurance industry 
• Provide subject matter expertise and leadership to Loss Prevention Team, Operations, and other Support Office Teams as required to assure incidents are resolved in a timely manner that minimizes loss through effective use of investigations (internal & external) and interviews  
• Lead the hospital security strategy to assure best solutions are in place (CCTV, Security Systems, Locks, Safes) with consideration to strong ROI 

Qualifications 

• Bachelor's degree or college diploma in a relevant field   
• 3-5 years of relevant experience with 2+ years of managing direct reports 
• Wicklander-Zulawski Interview Certification (or comparable) Ideal 
• Previous experience using relevant technology and equipment (CCTV (Milestone), Access control (GX), alarm, access control lock, key, etc.)   
• Ability to conduct unbiased and fact-based investigations/assessments to drive priorities and recommendations   
• People leadership, including ability to build relationships and ability to lead by example, coach and mentor employees to achieve personal and professional goals   
• Ability to work efficiently to prioritize opportunities and deliver results within agreed upon deadlines  
• Excellent communication including both verbal and written skills.    
• Bilingual preferred 
• Ability to travel up to 25%