Reason for request/why opened: Supporting the team
% Interaction with Stakeholders: 100%
Project Scope: support team on BAU call center style
Team Size: 25ppl on rotation throughout the shifts
Selling Points of Position: Working within a leading FI organization
Background :
Contact center background similar to 911 with documentation exp ( intake information incident , triaging , incident summary reporting )
Summary Of Day To Day Responsibilities:
The Physical Security – Incident Reporting Centre (IRC) Canada, Europe and Asia-Pacific Specialist is responsible for satisfying the safety and security needs of Bank for the protection of employees, visitors, vendors, and assets as required.
This includes reporting and triaging security related incidents, monitoring threats, evaluating results, and ensuring the overall department goals are achieved.
The role ensures that all activities of the group are performed according to established IRC policies and procedures.
The role is responsible for making recommendations to the Shift Lead on duty regarding critical incidents and security related events.
The ideal candidate is an energetic professional with proven knowledge, skills and abilities, executing the following in support of Client’s vision, mission and values.
Dependable, and take pride in developing your knowledge and expertise to consistently deliver strong performance.
Flexible and thrive in an environment of change. Consistently demonstrate a positive attitude, resiliency, and willingness to do things differently.
Thrive in a dynamic and time-sensitive environment.
Able to take complex information and communicate it in a clear and easy to understand manner.
Passionate, engaging and have a desire to consistently and compassionately deliver superior experience.
Enjoy working with a diverse team and appreciate the value of perspectives other than your own.
Job Requirements:
Monitors for and identifies threats, trends and incidents that could negatively impact the security of Bank personnel, facilities, operations, and reputation
Responsible for detailed report writing that will involve an in depth understanding of critical incident escalation
Handles sensitive and confidential information with limited supervision
Consults with all risk functions in the development and documentation of policies, procedures, and controls, for all department processes
Coordinates security guards as needed
Actively monitors and facilitates the occurrence of security related incidents
Assesses threats based on incoming data and makes decisions based on findings
Participates in numerous Physical Security projects including – Physical Security technology, video monitoring and retrieval
Monitors access control systems and takes actions in response to an alarm, breach, or malfunction
Appropriately responds to security operations notifications and requests made by internal and external parties
Liaises with emergency medical services, the fire department, and law enforcement in the event of an emergency
Conducts open-source research to answer specific questions and develops intelligence products
Effectively multi-task, sourcing relevant information quickly to support decision making and effective problem solving.
Understand and apply operating policies and procedures
Support the timely and accurate completion of business processes and procedures
Support and participate in process improvement opportunities
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
Participate in personal performance management and development activities, including cross training within own team
keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand champion for your business area/function and the bank, both internally and/or externally
Performs other duties as assigned
Formal Education, Experience, and License Requirements:
A minimum of 2 years of relevant work experience in a modern and large 911 Call Centre, Central Station Alarm Monitoring and Dispatch operation, Technical Security Control Room, Global Security Operations Centre (GSOC) or similar environment
Ability to work within a 24-hour department
Shift work experience in a 24-hour operation preferred
Strong Customer service and communication; Call center/phone experience preferred
Strong documentation, investigative, and report writing skills
Intermediate computer skills
Strong attention to detail
Demonstrated proficiency with Microsoft Office and other PC-based programs
Personal presence, intellect, energy and drive to succeed in a high-performance environment
Comfortable with ambiguity and working with large amounts of data and information
Ability to prioritize tasks while working with competing priorities
Ability to collaborate in and support a team environment
Ability to work independently
Ability to plan and successfully complete tasks within specified timelines
Ability to solve problems
Must Have:
Customer service
Bilingual (French/English)
Relevant work exp
Ms office suite
Nice To Have
Contact call center /dispatch operations / exp
Banking experience
Job Details13267Contract7 MonthsToronto
Expected salary:
Location: Toronto, ON
Job date: Wed, 28 May 2025 22:54:41 GMT
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