The posting
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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.
We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Job Description: This job is responsible for executing complex corporate security activities essential to protecting the safety of employees and bank facilities. Key responsibilities include oversight of the intelligence and analysis program within a specific geographical region, testing the security preparedness of bank facilities, and/or oversight of the bank’s security technology.
The Security Operations Lead is the first layer of Leadership in the Security Operations/Analysis Command Center (SOACC). The Lead is responsible for monitoring and responding to the workload that is handled in the Operations space on a day-to-day basis. Leads incident coordination efforts, exercising judgment in determining response priorities, escalation requirements, stakeholder communications, and operational recovery actions. Provides ongoing leadership, coaching, and development for Operations Specialists, including performance feedback, talent-assessment input, and recommendations related to performance management and employee development. Is accountable for shift-level operational results, including service-delivery performance, incident-response effectiveness, operational risk management, and team engagement. Responsibilities include leading operational execution, driving adherence to risk and control standards, making decisions that impact shift performance and business continuity, and influencing operational improvements to enhance effectiveness and efficiency.
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:
- Monitors and directs operations specialists to ensure all activities are handled efficiently, within risk appetite, and within agreed upon SLAs
- Monitors call queues and direct traffic to ensure high-quality standards are met
- Ensures the Operations Manager is provided with situational awareness over the course of the shift
- Engage the Operations Manager appropriately if any equipment failures or other issues occur which could impact SOACC
- Ensures the timely, accurate notification and management of all incidents
- Provide on-the-spot coaching to Operations Specialists working on the shift and escalation to Operations Manager where appropriate
- Leads shift operations by evaluating operational priorities, allocating resources, and making staffing and workflow decisions to ensure service-level, risk, and business objectives are achieved.
- Analyzes operational performance data and develops recommendations to improve productivity, quality, service delivery, and overall team effectiveness.
- Exercises authority to make operational decisions within established risk parameters and serves as the senior decision-maker for shift operations in the absence of higher-level management
Required Qualifications:
- Knowledge of Security Protocols: Understanding of security protocols and emergency response procedures
- 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
- Flexibility to work non-standard business hours including potential holidays and weekends. Coverage for teammates as needed
- Ideal internal candidate would have broader banking experience within Global Corporate Security or from other LOB’s
- Must be able to work outside normal business hours/days/weekend when needed.
Skills:
- Attention to Detail
- Critical Thinking
- Data and Trend Analysis
- Research
- Threat Analysis
- Benchmarking
- Business Intelligence
- Customer Service Management
- Reporting
- Written Communications
- Client Management
- Customer Experience Improvement
- Data Mining
- Data Visualization
- Relationship Building
Shift:
1st shift (United States of America)
Hours Per Week:
40
