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
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/Veterans
