Securitas Security Services is hiring a GSOC Manager to lead a fusion center for one of our clients sites. The Fusion Center Site Lead will be responsible for account administration and the effective operations of the Fusion Center including communication and coordination with Security Operations Center (SOC) facilities globally. This position provides strategic direction and leadership for all subordinate staff assigned to the Fusion Center in Austin, Texas. The Site Lead is responsible for global security services training and procedures as they relate to the Fusion Center, including crisis management, client service, problem resolution, and service delivery enhancement.
ESSENTIAL FUNCTIONS:
· The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
· All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
· Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties, or tasks not specifically listed herein.
· In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.
· All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.
Directs or completes tasks associated with these areas of responsibilities:
1. Provides operational direction and oversight. Ensures that strategic initiatives are implemented according to client’s direction and are consistent with global standards are across the organization.
2. Provides operational oversight for the recruitment, selection, orientation, training, development and retention of high caliber Fusion Center staff; ensures that each staff member is treated with dignity and respect; plans, assigns, and directs work; provides performance feedback, mentors
associates, and carries out disciplinary actions, as necessary; supports staff as appropriate in carrying out their respective responsibilities.
3. Serves as a key point of contact to ensure the delivery of high-quality customer service for assigned client; evaluates service quality and initiates any necessary training, procedure development, communication and/or corrective action in a timely manner.
4. Reviews Daily Activity Reports and Incidents Reports submitted by Fusion Center Staff to ensure proper, complete, accurate and timely documentation.
5. Responsible for updating or revising site specific post orders and procedures as needed; submit and coordinate to management for approval.
6. Coordinates activity with, and acts as liaison for, Securitas Vice President, Global Clients, Americas of respective vertical market to provide highest level of service for client; implements programs and initiatives as directed by Global Account Manager (GAM); reports directly to Global Program Manager (GSOC).
7. Manages tracking tools, scorecards, and reporting methods, as directed by GAM, in cooperation with branch, site, and client managers to enhance security team effectiveness and performance. Tracks designated metrics and Key Performance Indicators (KPIs) for monthly reporting.
8. Facilitates and coordinates with client Security and Resiliency Office Management to ensure the global implementation and delivery of crisis and incident management response according to the Client’s established procedures and protocols.
9. Maintains a positive, professional environment in full compliance with applicable laws, regulations, policies and procedures; ensures that staff members understand and comply with applicable laws, regulations, policies and procedures.
10. Ensures appropriate staffing levels, in collaboration with area management as necessary; ensures scheduling is handled effectively to meet client requirements while controlling labor costs.
11. Ensures accurate timekeeping, payroll and billing data is posted in a timely manner, tracks attendance and PTO.
12. Provides input to company initiatives; promptly assists in the resolution of legal, financial, human resources, and administrative issues.
13. Assists with executive level status reporting for the client as necessary for critical projects.
14. Participates in the client RSAM, or other designated testing program to ensure devices, processes and procedures are working as necessary.
15. Builds and facilitates teamwork and partnerships and the implementation of progressive change.
16. Performs additional functions, duties and specific tasks of a similar nature and scope as necessary to achieve assigned business objectives.
MINIMUM QUALIFICATIONS AT ENTRY:
Additional qualifications may be specified and receive preference, depending upon the nature of the position. The incumbent must be able to perform each essential function satisfactorily. The requirements below are representative of necessary knowledge, skill, and ability.
1. CPR / First Aid / AED certification required. Can be accomplished upon hire.
2. Minimum competencies in Microsoft Office and other PC software suites.
3. Prior experience with incident management, alarm monitoring systems, radio, CCTV, phone usage, customer service interaction, and training delivery.
Education/Experience: Bachelor’s degree preferred but not required. Minimum of 3 years’ experience in a field related to the security industry and/or business management, and progressively responsible experience in the security management, or an equivalent combination of education and experience that is enough to perform the essential functions of the job, as determined by the company. Previous experience working in a Fusion Center, GSOC, public safety 911 facility, or military operations center, preferably in a supervisor or lead role.
Language Skills: Ability to write accurate, clear, and concise crime, incident and investigative reports. Ability to communicate effectively with customers, clients, officers, employees, and visitors in English is required.
Competencies (as demonstrated through experience, training, and/or testing):
· Must be able to meet and continue to meet requirements for specific skills, certifications, or authorizations specified for the assigned account.
· Knowledge of security operations and procedures.
· Knowledge of operations center processes and procedures.
· Knowledge of crisis management procedures
· Understanding of a variety of security and safety devices and controls.
· Ability to maintain professional composure when dealing with unusual circumstances.
· Ability to provide positive direction and motivate performance.
· Ability to track and maintain schedule assignments.
· Knowledge of business operations management and human resources administration.
· Use of personal computer and spreadsheet software.
· Ability to synthesize data from a variety of sources and develop recommendations.
· Ability to interact effectively at various social levels and across diverse cultures.
· Strong customer service and service delivery orientation
· Strong oral and written communication skills.
· Planning, organizing, and leadership skills.
· Ability to be an effective team member and handle projects responsibly.
· Ability to take initiative and achieve results.
· Ability to carry out multiple assignments concurrently.
· Ability to adapt to changes in the external environment and organization.
Working Conditions and Physical/Mental Demands
With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions. In addition to other demands, the demands of the job include:
· Directing, motivating, training, coaching, and disciplining staff in a positive manner.
· Maintaining composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in high pressure situations.
· Must undergo and meet company standards for background and reference checks, controlled substance testing and behavioral selection survey.
· Ability to handle multiple tasks concurrently.
· Conducting oral presentations, group meetings and training sessions.
· Responding on an on-call basis to emergencies and incidents at all hours.
· Handling and being exposed to sensitive and confidential information.
· Seeing, hearing, speaking, and writing clearly to communicate with employees and clients, observe and report incidents, and direct others.
· Frequent sitting, standing, and walking, which may be required for long periods of time, and may involve climbing stairs and walking up inclines and on uneven terrain.
· Occasional reaching with hands and arms, stooping, kneeling, crouching, and crawling.
· Frequent lifting and/or moving up to 10 pounds and occasional lifting and/or moving up to 25 pounds.
· Close vision, distance vision, and ability to adjust focus.
· May be required to use vehicle and frequent travel in the performance of duties.
· On occasion may be required to perform stressful and physical activity.
· While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.
· Must be available for calls 24x7 and have ability to respond to client and staff communications via email, phone, text, or other means (i.e. in person).
· Domestic and International travel may be required (<10%)
Job Type: Full-time
Pay: $90,000.00 - $105,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Work Location: In person