Principal Associate, Sentry Shift Supervisor Global Security Operations Center

Overview

Principal Associate, Sentry Shift Supervisor Global Security Operations Center

At Capital One, we dare to dream, disrupt and deliver a better way. Our goal is simple—bring ingenuity, simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization where development matters as much as our ability to provide collaborative and secure environments that drive connection, innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value, celebrate and respect each teammate's unique talents, experience, and contributions.

In GWS, our team manages a diverse portfolio of mixed-use owned and leased properties. We’re constantly transforming our workplace to enable our employees to work the way they work best. But it doesn’t stop there. We don’t just reimagine and create fabulous spaces and amenities, we also manage and operate them and ensure the safety and security of our employees and the community—we’re a well-oiled machine! That’s why our team is seeking a Principal Associate, Sentry Shift Supervisor.

The Sentry Supervisor plays a key role in safeguarding Capital One’s people, customers, facilities, branches, cafes and assets. As part of Capital One’s 24/7/365 Security Operations Center (Sentry), this position leads a dedicated shift of teammates responsible for emergency response, alarm and event monitoring, incident detection, triage, and notification. This role provides support, guidance, training and accountability to the teammates they lead and assists in the identification and execution of Sentry processes and initiatives; this includes quality assurance responsibilities and ongoing reviews of existing processes. During real-time security or safety events, this role may take lead in facilitating cross-functional communications and/or working directly with the Enterprise Crisis Management team.  

Sentry Supervisors have shared rotating on-call responsibilities; this position may occasionally work across different shifts and centers for coverage, including during weekends and/or holidays. Shift hours are as follows:

1st Shift - 6am-2pm CT

2nd Shift - 2pm-10pm CT

3rd Shift - 10pm-6am CT

Due to the critical nature of this position, this role is completely on site. 

The Ideal Candidate Should:

• Be comfortable presenting to senior leaders, connect data points to drive clarity, and leverage optimal communication channels

• Understand customer needs and request customer feedback to build solutions that "meet customers where they are”

• Be able to build trust with stakeholders toward effectively leading projects with confidence

• Be able to work autonomously, take accountability for work, and demonstrate a level of subject matter expertise

• Leverage credible sources to ground information, discern how best to navigate ambiguity, and demonstrate discretion

• Operate with integrity by delivering best practice solutions that serve the bigger picture

• Be able to discern issues, and offer vetted, sustainable solutions

• Identify and manage delivery risks, and assess task level of effort to manage bandwidth and maintain high quality results

• Look for opportunities to help others be successful, recognize others and support a highly-effective team

• Lean in to go the extra mile and extend expertise to help the team deliver stronger results

• High proficiency in Sentry operational processes, procedures, and resources

Key Responsibilities:

• Act as people manager and development coach for Security Operations Specialists on shift and indirect manager of contract Watch Officers 

• Collaborate effectively with other Sentry supervisors, ensuring knowledge sharing from shift to shift and managing schedules to ensure coverage across shifts and centers

• In coordination with Sentry manager, create engagement opportunities for teammates across and within shifts (e.g. recognition events, volunteer/community impact experiences)

• Review and provide ongoing feedback on all aspects of Sentry training and engage in and develop learning opportunities and preparedness exercises

• Complete audits and quality assurance reviews of processes and procedures, in support of investigations or as directed by Sentry manager or risk/control partners

• Continuously look for ways to simplify and improve processes and escalate process gaps

• Keep abreast of current and emerging threats and trends across the Capital One footprint 

• Coordinate communications and maintain critical system statuses in emergency situations; may facilitate cross-functional calls 

• Support project managers on new install and projects involving security monitoring, including testing of the systems 

• Support investigations of critical incidents across the Capital One footprint as directed

• May proxy for the Sentry manager and/or support other shifts

• May lead cross-team initiatives or participate in wider team workstreams 

• Other administrative tasks as deemed necessary by Sentry manager

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years of experience managing people in an emergency security operations center, crisis or call center setting

• At least 1 year of experience with Google for Business suite applications

Preferred Qualifications:

• Bachelor’s degree or  military experience 

• At least 3 years of experience managing people in an emergency security operations center, crisis or call center setting 

• At least 1 year of experience with security technology systems and emergency communication operations

• At least 1 year of experience in intelligence gathering, assessment and reporting

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Riverwoods, IL: $98,900 - $112,900 for Pr Associate, Security Services

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).