The Office & Business Operations Manager owns the core administrative processes that keep payroll accurate, billing timely, accounts receivable moving, customer accounts clean, insurance current, and the office running smoothly at SMP Security Services.
This is a hands-on operating role. The Manager is responsible for driving assigned processes all the way through, keeping information accurate, hitting deadlines, investigating exceptions, coordinating the right people inside and outside the company, documenting what was done, fixing routine issues, and escalating only those decisions that truly need ownership, HR, CPA, or legal authority.
The role uses SMP’s business operating platform (Belfry), QuickBooks Online, HubSpot, and related tools. Prior Belfry experience is not required. The successful candidate will learn our established workflows and gradually take primary internal ownership of the customer/contract, billing, payroll, accounts receivable, reporting, and troubleshooting processes currently supported by ownership.
This position works closely with ownership, managers, field operations, vendors, and customers. It offers a clear path into broader business operations leadership for someone who shows strong process ownership, good judgment, systems aptitude, financial accuracy, and measurable improvement in reliability.
- Serve as primary administrator of the company’s general email inbox: review messages promptly, categorize and route requests, acknowledge when appropriate, create and track follow-up tasks, and maintain visibility into unresolved, time-sensitive, financial, legal, customer, or reputational matters.
- Resolve communications within assigned authority while making sure customer service, operations, HR, sales, accounting, and ownership matters go to the correct person.
- Ensure a professional, responsive, and welcoming office experience for employees, clients, applicants, vendors, and visitors.
- Coordinate reliable office phone, visitor, mail, delivery, supply, equipment, vendor, purchasing, and records management processes. Provide direct coverage as needed and help establish workable shared coverage among office-based staff.
- Maintain clear filing, documentation, shared file, and records retention practices that support accessibility, confidentiality, and audit readiness.
- Protect focused work time for payroll, billing, customer account, reporting, and system deadlines through planned coverage, handoffs, prioritization, and clear communication.
- Learn SMP’s approved workflows in the integrated business platform for assigned customer, contract, rate, timekeeping, payroll, billing, AR, reporting, and related processes.
- Start by performing defined workflows using established procedures and checklists. Progressively take primary internal ownership of assigned processes based on demonstrated competence and results.
- Become the internal go-to person for assigned workflows: answer routine questions, diagnose exceptions, coordinate vendor support when needed, and follow issues through to documented closure.
- Keep workflow documentation, process calendars, checklists, controls, issue logs, reporting routines, and training references current.
- Identify recurring workflow failures, missing data, duplicate work, unnecessary steps, billing delays, payroll errors, and reporting gaps. Recommend and implement approved improvements.
- Coordinate with ownership on material system configuration, integration, pricing, contract, access, and workflow decisions. This role does not own IT infrastructure, cybersecurity, network, hardware, or unrestricted system administration.
- Own the payroll calendar and administrative workflow, including timekeeping review, validation of approved inputs, exception investigation, payroll preparation and submission coordination, record retention, reporting, and timely answers to employee payroll questions.
- Investigate discrepancies involving time worked, overtime, pay changes, deductions, leave, and other payroll data.
- Make sure payroll information is complete, timely, authorized, and accurate before submission for final approval.
- Maintain payroll controls, checklists, deadline calendars, audit support, and exception logs that reduce missed time, late adjustments, incorrect payments, and rework.
- Coordinate with the HR Manager on approved status, pay rate, leave, deduction, and benefits changes. Escalate policy, eligibility, enrollment, employee relations, and compliance questions to HR.
- Review benefits carrier and vendor invoices and payroll deductions for accuracy.
- Identify trends and process issues that need management attention.
- Reconcile discrepancies with payroll, HR, accounting, carriers, and vendors.
- Keep organized financial support and payment documentation.
- Produce recurring payroll and exception reports.
- Serve as the primary owner of daily QuickBooks Online administration and data quality, including customer and vendor records, invoices, payments, vendor bills, expense documentation, coding support, open-item review, and organized financial records.
- Coordinate accurate and timely AP and purchasing workflows, including vendor bill intake, document collection, coding support, approval routing, payment preparation, vendor follow-up, and records retention.
- Maintain clear documentation and timely handoffs to the outsourced bookkeeper.
- Respond to bookkeeper requests and support routine reconciliations, close preparation, and audit needs.
- Identify incomplete documentation, incorrect coding, duplicates, unreconciled records, or other data quality concerns.
- Resolve routine issues and escalate technical accounting matters promptly.
- Maintain appropriate separation of duties, approval controls, and documentation requirements across payroll, billing, receivables, vendor bills, payments, and financial system administration.
- Own the end-to-end billing process—from validating inputs, contracts, rates, and documentation through invoice preparation, review, delivery, payment posting, follow-up, and resolution support.
- Keep customer, contact, billing, contract, rate, invoice, payment, and supporting records accurate in the assigned systems.
- Manage the billing calendar, invoice readiness, status, customer requirements, exceptions, disputes, credits, unapplied payments, and missing information that could delay invoicing or collection.
- Drive timely, professional AR follow-up; maintain a clear aging and dispute log; coordinate resolution with operations, customers, ownership, and accounting.
- Investigate billing and account issues to root cause, correct routine errors within authority, obtain needed approvals, and make sure problems are fully closed and documented.
- Produce recurring billing, AR, collections, and account reports. Flag material collection risks, recurring problems, contract or rate discrepancies, and unresolved exceptions to ownership promptly.
- Support month-end and year-end needs by keeping billing, payment, credit, and supporting documentation current and available to the outsourced bookkeeper and ownership.
- Review customer history and communications, track administrative follow-up, maintain task ownership and due dates, and route requests to the right person.
- Identify incomplete, duplicate, inaccurate, or conflicting customer or account information that could affect billing, collections, service, reporting, or communication, and drive correction.
- Coordinate with ownership, operations, HR, accounting, and customer service so that customer information changes are reflected in the right systems.
- This role does not own sales strategy, lead generation, pipeline management, marketing automation, commercial relationship ownership, or company-wide CRM administration.
- Maintain a master insurance calendar covering policy periods, renewals, certificates, premium dates, reporting deadlines, audits, applications, endorsements, and required documentation.
- Keep organized insurance records including policies, endorsements, certificates, applications, audit records, payroll and classification support, claims files, correspondence, renewal comparisons, and premium documentation.
- Coordinate with brokers, carriers, ownership, HR, operations, the bookkeeper, and others to gather and validate information for renewals, applications, audits, certificates, and policy administration.
- Review insurance invoices, premium statements, audit statements, certificates, and policy schedules for accuracy. Flag discrepancies, deadline risks, or coverage concerns to ownership and the broker.
- Support insurance audits by assembling accurate payroll, job classification, operational, vendor/subcontractor, revenue, and supporting financial documentation.
- Serve as administrative claim coordinator: receive and organize claim notices, maintain claim logs and documentation, coordinate carrier and broker requests, track deadlines, monitor financial and payroll implications, and keep ownership informed.
- Does not independently make coverage, renewal, settlement, liability, legal, or material claim strategy decisions.
- Serve as the administrative coordinator for workers’ compensation claims, including timely notice to the carrier or broker, claim file organization, documentation collection, deadline tracking, request follow-up, payroll and financial tracking, and management reporting.
- Partner with the HR Manager, field operations, ownership, brokers, carriers, and legal counsel as appropriate.
- HR owns employee communication, work restrictions, return-to-work, leave and accommodation matters, personnel documentation, and people-policy compliance.
- Field operations owns incident facts and operational investigation.
- Ownership retains authority for material claim, coverage, legal, settlement, and reputational decisions.
The Office & Business Operations Manager owns process execution, documentation, routine troubleshooting, reporting, and appropriate follow-through within approved policies and authority limits.
- Maintain a concise monthly administrative operations scorecard for ownership covering payroll status and exceptions, billing completion, AR aging and disputes, benefits billing reconciliation exceptions, insurance deadlines, major system issues, open administrative risks, and improvement priorities.
- Lead approved process improvement efforts tied to payroll accuracy, billing timeliness, AR and collections, customer account integrity, QuickBooks data quality, insurance administration, office efficiency, reporting, or assigned system workflows.
- Before escalating a matter, identify the issue, the affected person or customer or process, the relevant facts and data, actions already taken, options considered, recommended action, and the decision needed.
- Perform other related duties reasonably aligned with the role’s purpose and priorities.
Required approvals and escalation are needed for:
- Employee compensation, pay rate changes, policy interpretation, benefits eligibility, leave, employee relations, and other HR decisions.
- Pricing, contract terms, service scope changes, material customer credits, payment plans, write-offs, legal collections, and major commercial decisions.
- Final payroll approval or release, payment approval, bank account changes, vendor bank detail changes, material financial adjustments, and authority beyond established thresholds.
- Technical accounting judgment, general ledger matters, tax, financial statements, formal close, and material reconciliations.
- Insurance coverage, limits, deductibles, carrier or broker selection, renewals, legal matters, admissions of liability, material claim decisions, and settlements.
- IT infrastructure, cybersecurity, network, hardware, backups, and technical systems administration.
- Field operations, guard supervision, scheduling and dispatch ownership, sales, marketing, recruiting, onboarding, personnel files, safety ownership, or general HR administration.
- Four or more years of progressively responsible experience in office administration, business operations, payroll, billing/AR, accounting administration, customer account administration, or a comparable high-accountability service environment.
- Demonstrated ownership of one or more recurring, high-accuracy workflows such as payroll, timekeeping, billing, invoicing, accounts receivable, cash application, vendor bills/AP, customer account records, insurance administration, reporting, or business system administration.
- Experience using business management, workforce management, payroll, accounting, scheduling, field service, CRM, or ERP systems to run recurring processes.
- Strong proficiency with Microsoft 365 and Excel. Comfort reviewing data, reconciling discrepancies, building useful reports, and keeping organized documentation.
- Ability to learn new systems quickly, troubleshoot process and data issues, coordinate support, document workflows, and drive issues to resolution.
- Strong written and verbal communication, active listening, professional relationship building, attention to detail, confidentiality, and sound judgment.
- Proven adaptability, problem-solving ability, accountability, and alignment with SMP’s core values.
- Ability to prioritize competing demands, protect critical deadlines, work independently, and collaborate effectively across ownership, operations, HR, accounting, vendors, employees, and customers.
- Experience with QuickBooks Online, payroll or timekeeping platforms, accounts receivable, customer billing, financial administration, or insurance administration.
- Experience as a business or office operations manager, accounting office manager, payroll and billing coordinator or manager, senior administrative coordinator, operations coordinator, or comparable role.
- Experience in security services, staffing, field services, logistics, construction, healthcare, property management, manufacturing, or another multi-employee service environment.
- Associate’s or bachelor’s degree in business, accounting, finance, operations, management, or a related field. Equivalent practical experience is strongly valued.
- Primarily office-based work requiring frequent use of a computer, telephone, and standard office equipment.
- Ability to communicate effectively in person, by telephone, and electronically.
- Occasional standing, walking, bending, reaching, and lifting or moving office supplies or materials up to 25 pounds, with reasonable accommodation as applicable.
- Ability to work effectively in an office environment with routine interruptions while maintaining concentration on detail-oriented, deadline-driven work.
SMP Security Services is an Equal Opportunity Employer.
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Four or more years of experience in office administration, business operations, payroll, billing/AR, accounting administration, or customer account administration
SMP’s Core Values:
Principled - treats others how they would like to be treated, even when no one is looking
Inspires Confidence - maintains a professional composure and inspires peace of mind by performing high quality work
Helps First - motivated by the opportunity to serve others
Never Satisfied - does whatever it takes to improve themselves and the team
