SOACC Operations Lead - 1st Shift

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.

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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!

This job is responsible for managing the daily functions of the Security Operations/Analysis Command Center (SOACC). Key responsibilities include coordinating work activities and schedule modifications and implementing guidance from SOACC management. Job expectations include identifying and resolving/referring complex problems for resolution according to established guidelines and monitoring team performance according to established standards.

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:

• Monitors and directs operations specialists to ensure all activities are handled efficiently, within risk appetite, and within agreed upon SLAs

• Monitors call queues and directs traffic to ensure high quality standards are met

• Ensures the Operations Manager is provided situational awareness over the course of the shift

• Engages 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

Required Qualifications:

• Must have 2+ years of SOACC Operations experience

• 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

• Must be able to work 1st shift hours - 6:30 AM – 3:00 PM EST and work a rotating schedule/and weekends

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

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40