Operations Lead

Charlotte, North Carolina;Kansas City, Missouri

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

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.

The Security Operations Lead is the first layer of Leadership in the Security Operations Space. The Lead is responsible for monitoring and responding to the workload that is handled in the Operations space on a day-to-day basis. The lead will coordinate Operations response based on volume and severity. The lead is ultimately responsible for all work product on their shift, including quality and timeliness (SLA). The lead is expected to communicate any inability to meet business needs with management immediately.

The lead provides on-the-spot coaching to Operations Specialists working during their shift, and escalates trends to the Operations Manager. The lead works collaboratively with their peers on the leadership team to arrange breaks and lunches for all members of the team in such a way as to not impact business. Additionally, the lead works collaboratively with line of business partners such as protective services, life safety, duty officers, intel as the first point of escalation for investigation requests into the Security Operations work product.

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

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.