Alarm Center Manager

3 weeks ago

Tempe, United States JPMorgan Chase Full time
The Retail Alarm Monitoring Center protects the firm's employees and assets throughout North America. The AMC is responsible for monitoring, researching, reviewing, and analyzing alarms and video, to ensure compliance with standard operating procedures in a timely manner and in a fast-paced environment. The AMC act as the communication and situational awareness hub for the firm, operating 24x7x365. The AMC interacts directly with employees at retail branches and corporate locations acting as the primary intake for security related incidents. These cases are disseminated to other security professionals for further guidance.

Key Responsibilities:

  • Manage all aspects of the 24/7 operations of the Corporate Alarm Monitoring Center
  • Provide ongoing coaching and mentoring to staff. Support manager with performance reviews and disciplinary actions
  • Monitor Operational daily and monthly metrics, SLAs and KPIs
  • Ensure reports for incidents/Alarm Responses are compiled and distributed to management and key stakeholders
  • Oversee the process for all necessary checks including alarm test/door checks and camera checks
  • Develop and initiate all necessary AMC Standing Operating Procedures to maintain continuity of operations
  • Development, introduction and maintenance of departmental policies in all areas of AMC Management
  • Design and implementation of daily operational and annual roster patterns
  • Responsible for logistical support of all business requirements for the AMC operation
  • Oversee the management and ownership of relevant video, intrusion, and access control system elements within training to ensure that accurate data is constantly available
  • Strategy development and objective setting for the department according to business needs and requirements
  • Overall responsibility for recruitment and selection of AMC staff to support operational demands and ensure correct staffing levels are always maintained
  • Build strong relationships with all stakeholders throughout the Americas region, ensuring their requirements are met as per the Americas regional standards
  • Responsible for oversight of attendance, development and performance management of AMC Controllers
  • Carry out on site training for all staff, to include new member training, new systems training, and refresher training


Qualifications:

  • 3 to 5 years of previous management experience in a call center environment or similar role required
  • Excellent communication (both written and oral) and organizational skills
  • Proven experience leading and managing a team while fostering teamwork
  • Must be proficient in using Microsoft Office
  • Advanced reporting of metrics using MS Excel and other reporting tools required
  • Ability to prioritize workloads within a busy, changing environment and meet tight deadlines
  • Demonstrate a working knowledge of physical security technologies and devices such as access control and video


About us

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veteran

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

The Global Security (GS) team protects the firm's people and assets, ensuring the safety of business operations through the implementation of technology, best-in-class talent and client collaboration. Teams are responsible for developing safety policies and procedures, customer safety, pre-employment screening, fraud investigations and security operations on a global basis.

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