Security Concierge Manager

Job Purpose & Scope:

Manages the security concierge team responsible for providing exceptional customer support services while also protecting against unauthorized entry and responding to security incidents and emergencies.

Essential Job Functions:

1. Directs, manages, and leads the day-to-day activities of the Security Concierge team.
2. Oversees the operation of the Security reception desks at the Bank’s enterprise locations and ensures customer service centric security is provided.
3. Upholds and elevates the highest standards of customer service by proactively addressing and resolving guest inquiries, requests, and concerns with precision and professionalism.
4. Provides high quality check-in and credentialing service to employees, visitors and vendors.
5. Develops and enforces sophisticated standard operating procedures to guarantee superior and efficient concierge services.
6. Responds to security incidents, system notifications, and service requests.
7. Assesses and resolves security issues and/or escalates the security issue to appropriate personnel.
8. Advises local management and department management on security related incidents.
9. Assists with the training and hiring of team members.
10. Ensures tasks are assigned and completed timely.
11. Conducts quality assurance reviews of incident reports and provides coaching and feedback to team members.
12. Identifies trends involving reoccurring security issues and delivers guidance to team members.
13. Collaborates with Security Analysts to assess and resolve/improve complex security issues.
14. Conducts complex analysis, tasks, and ad-hoc reporting to prevent, detect, and record security issues.
15. Assists other teams within Corporate Security as necessary.
16. Regularly exercises discretion and judgment in the performance of essential job functions.
17. Maintains good punctuality and attendance to work.
18. Follows Bank policy, procedures and guidelines.

Knowledge, Skills & Abilities:

1. Knowledge of alarm monitoring, card access management, and digital video systems.
2. Ability to maintain an extensive and updated knowledge of local events, attractions, restaurants, and services to offer personalized recommendations.
3. Ability to communicate effectively both verbally and in writing.
4. Ability to produce accurate documentation and present information effectively.
5. Ability to demonstrate exceptional relationship building and customer service skills.
6. Ability to maintain attention to detail.
7. Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
8. Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.
9. Ability to work extended hours to accomplish work goals.
10. Ability to demonstrate initiative to accomplish work objectives.
11. Ability to work without close supervision.
12. Ability to work effectively in a team environment.
13. Skill in using computer and Microsoft Office, including Word, PowerPoint, Outlook, and Excel.

Basic Qualifications:

1. Bachelor’s degree, preferably in Security Management or Criminal Justice, or commensurate work experience, required.
2. 4+ years of safety, security, hospitality and/or upscale hotel work experience, or other commensurate work experience, required.
3. 1+ years of supervisory, management or leadership experience, preferred.

Job Expectations:

Job Expectations: Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement:

Member FDIC.