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Bank Of America Operations Lead United States, North Carolina, Charlotte 762535226
Responsible for the day to day front line supervisory functions of the Security Operations/Analysis Command Center (SOACC). Coordinates work activities including weekly schedule modification as appropriate for assigned associates and coordination between SOACC associates and SOACC management. Generally responsible for completing all of the most complex tasks and analyses. Identifies and resolves problems in a timely fashion according to established guidelines. May refer the most complex issues to management for resolution. Coordinates work activities to achieve the volume expected to meet operational requirements. Will monitor performance of staff members according to established monitoring standards. Other key responsibilities will include motivating, coaching and developing associates to achieve optimal performance results. Must be flexible to work all shifts as needed.
Responsibilities:
- Represent Bank of America as a leader in the investigation, reporting and dissemination of physical security events occurring throughout the enterprise footprint
- Be able to fill all responsibilities of an Ops Specialist Level I and/or Ops Specialist Level II when the team is understaffed, or when the leadership team is overstaffed
- Identify, troubleshoot, and escalate any SOACC technology issues, and be familiar with the various contingency models in place to continue providing protection to the enterprise
- Act as the first line mediator for operations specialists
- Provide on-the-spot coaching to Operations Specialists working on the shift if/when issues are found; escalate to management as appropriate
- Accurately decision security situations based on the relevant details available using all tools at your disposal for the best possible outcome
- Perform quality review of Operations Specialist work utilizing MAStermind, Sensor+, Verint, the Control Center inbox and any other tools provided
- Obtain and maintain ENACT certification and proficiency
- Seek out and develop collaborative relationships with partner teams, such as Alarms Programming, Video Systems, Research & Event Monitoring, Duty Officers, etc
- Shall man and remain in auto-in in the Ops Lead/Manager queue
- Monitor MAStermind alarms and Avaya Call Queues to ensure response times are within appetite; be able to articulate where failures occurred when unable to meet SLAs
- Assist Operations Specialists in decisioning complex situations
- Maintain clear two-way communication with Managers
- Assist Management team by leading shift leadings, briefings, and reinforcing new processes, procedures, guidelines, etc
- Participate in ongoing training and career development opportunities as presented
- Participate in additional projects, special assignments or stretch-assignments to ensure the continued success of the Bank of America team
Skills:
- Active Listening
- Attention to Detail
- Critical Thinking
- Facilities Management
- Oral Communications
- Business Operations Management
- Coaching
- Decision Making
- Problem Solving
- Written Communications
- Advisory
- Collaboration
- Due Diligence
- Issue Management
- Prioritization
- Adaptability
- Emotional Intelligence
Required Qualifications:
- 1 Year industry experience working in a GSOC or 911 Command Center environment with an Associate Degree OR 2 years’ industry experience with a HS Diploma or GED
- Knowledge of Security Protocols: Understanding of security protocols and emergency response procedures
- Crisis Management: Experience in handling crisis situations calmly and effectively
- Leadership: Capable of providing guidance and leadership in a high stress environment
- Multitasking: Must be able to handle multiple conflicting priorities through multitasking and delegation in order to meet strict service level agreements
Desired Qualifications:
- Bachelor’s Degree or equivalent work experience
- Experience working with tools of the trade, such as Incident Management Systems, Alarm monitoring software, video software
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