Manager, Security Operations and Office Support

Manager, Security Operations and Office Support

The Manager, Security Operations and Office Support, manages an integral branch of the Real Estate, Facilities and Office Services department and is an important member of the department's leadership team. The Manager oversees the operations of the telephone switchboard, reception functions and global physical security. A critical component of this role is to help establish and oversee the global physical security policies and procedures while encouraging a positive and relevant security culture to ensure a safe and secure environment for employees, customers and guests. This position is responsible for sustaining business continuity of telephone coverage, reception, and security services ensuring uninterrupted employee and client access to corporate resources.

Duties and responsibilities, as they align to Ryan's Key Results

People:

• Creates a positive team member experience.
• Leads all Security and Office Support Operations team members through hiring, retention, and promotional activities; ensures established standards of continuous improvement are met.
• Provides leadership for exceptional customer service at all levels of the organization; decides on the tasks and use of resources needed to attain them; communicates goals to team members.
• Influences and motivates employees to achieve organizational goals; ensures team operational and strategic direction and accountability.
• Supervises the scheduling of team members to ensure the highest of quality service coverage is provided during business hours and in specific situations such as power outages, inclement weather, company events or other impacts to business continuity.
• Delegates tasks and ensures the execution of departmental workflow; orchestrates the team's calendar appointments to ensure proper accountability and that customer deadlines and service levels are observed.
• Regulates the operation of, and performs routine troubleshooting on, company-wide security access control systems.

Client:

• Manages the performance and maintenance of various REFOS information resources and tools, including Security Access Systems, Dallas office parking, and employee and building personnel badges across Ryan office locations globally.
• Negotiates, procures and purchases all Security and Office Support related goods while practicing fiscal accountability.
• Responsible for developing annual budgets and creating Workday requisitions and POs.
• Analyzes key metrics (KPIs and Internal Customer Service Evaluations) to gauge the quality of team deliverables and resolves all customer related issues.
• Engages and coordinates security vendor to perform maintenance and repairs when door access and security device issues occur.
• Performs remote resets on security access systems for all offices globally when systems report off-line status.
• Troubleshoots and corrects any employee and building personnel badge programming issues.

Value:

• Develops, catalogs and maintains Telephone Operators and Receptionists' training materials and the group's process and procedural manuals.
• Evaluates and improves group processes and procedures, ensuring alignment of the needs of the Firm and its clients.
• Serves as the SME (subject matter expert) and department representative for corporate initiatives relating to switchboard technology, building systems access systems, and emergency management and contingency planning.
• Facilitate regular systematic audits of the company-wide security access system to proactively identify any security access operational issues.
• Monitors surveillance equipment and reports any observed suspicious activity to appropriate management personnel. Engages and coordinates security vendor to perform maintenance and repairs when camera issues occur.
• Executes and audits monthly badge access reports, including occupancy metrics, for department SVP.
• Assesses security policies, programs and procedures to ensure compliance with internal security policies and directives and to identify risks and opportunities for improvement.
• Performs other duties as deemed necessary.

Education and Experience:

Bachelor's degree and 3-5 years supervisory experience in a customer service-related field required.

Computer Skills:

To perform this job successfully, an individual must have intermediate skills in Microsoft Office and Internet navigation and research.

Certificates and Licenses:

Valid driver's license required.

Supervisory Responsibilities:

The position will have direct reports.

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at computer.
• Must be able to lift, carry, push, or pull up to 40 lbs.
• Regular interaction with clients, employees at all levels of the Firm, and external vendors.
• Independent travel requirement: up to 10%.

Equal Opportunity Employer: disability/veteran