Job Information
KeyBank NA Operations Senior Section Manager (Physical Security Team) in Cleveland, Ohio
Location: For Those Who Work At Home - Various, Ohio 44145 Leads a Physical Security team that provides proactive and responsive programs focused on ensuring a safe and secure environment for employees, clients, and assets entrusted to KeyCorp. Reports to Senior Manager and manages the third-party electronic security relationship, including contracts, installation and service delivery, performance, and risk management. Job Responsibilities: Manage deliverables associated with contracted electronic security services, including installation, service, preventative maintenance, and monitoring. Perform third-party manager/engagement manager tasks to ensure compliance with the third-party management program. Direct supervision of internal support resources. Perform training, coaching, and development of employees. Perform and document reviews to ensure compliance with quality metrics, including but not limited to review of incident notification emails, quarterly operator quality reviews, script reviews and updates, and preventative maintenance tracking and quality. Provide direction, set expectations, and take corrective action. Review and approve quarterly Maintenance and Monitoring invoices; review and approve monthly break/fix invoices. Develop and administer False Alarm Remediation program Execute disaster recovery incident notification (manual) process when the primary application is not available. This includes occurrences outside of standard business hours. Facilitate and document formal Disaster Recovery and Business Continuity testing quarterly in accordance with third-party contract deliverable and Key data center testing schedule. Provide coordination and support on install and service, including coordination among multiple vendors. Manage ServiceNow queue performance for surveillance requests and access reporting. Support all functions of application ownership, including but not limited to end user support, testing, communications and training. Develop and maintain department procedures. Support efforts to test and pilot new technology solutions. Develop and maintain relationships with critical partners, both internal and external to Key. Additional initiatives as assigned Qualifications: 5+ year experience in Physical Security or related field with broad understanding of physical security concepts and controls. Experience with call center and monitoring operation preferred. Experience with development of contracts to minimize financial, legal, and operational risk preferred. BS/BA degree or equivalent work experience. Expectations: Excellent relationship and team management skills. Demonstrates strong interpersonal, facilitation, and negotiation skills. Strong understanding of business processes, draw actionable conclusions, and make sound recommendations. Effective business writing skills to create procedures and training. Demonstrates advanced time management skills and expertly prioritize competing tasks. Ability to communicate directly and diplomatically both in writing and verbally. Effective listening skills. Advanced understanding of security policies and standards. Demonstrates knowledge to effectively apply physical security controls and design concepts to various applications. Strong project management skills. Highly organized. Detail orientated. Ability to work flexible schedule, to include work outside normal business days/hours. Limited travel will be required. Proficient with Microsoft Office products and standard office equipment. Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be