Vacancy: Community Operations Manager
Region: (Various)
Direct Report: Branch Manager
Indirect Report: Regional Operations Manager
Overall Purpose of the Job: The Community Operations Manager is to assist the Branch Manager with growth (OI, customers, attrition etc.) and the deployment of the local community strategy within the branch. The incumbent will be responsible for all operational managerial functions within the branch, including but not limited to the following:
Minimum Requirements
Senior Certificate or equivalent
Post matric qualification in General Management advantageous
3 years' minimum experience, at Mid-Management level.
Grade B PSIRA Certificate
Valid driver's license.
Firearm competency (Business purposes)
Grade B Security Certificate – (existing or to be obtained on appointment)
Duties & Responsibilities
Pro-active Strategy
Develop and continuously revise a pro-active training strategy for the area (patrols, stand-off points, joint operations, visibility drives, etc.).
Develop an understanding of the customer needs to drive strategy development. In conjunction with the Branch Manager, identify areas of high attrition (service, price and competitors), high crime and low reconnection areas. Arrange at least 1-2 operations in the identified areas per week.
Understanding of the competitive landscape as it relates to the pro-active model.
Work with Branch Management team to investigate and consider area innovations (technology and processes) approaches to pro-active security.
Develop a crime reduction strategy in area of responsibility. Identify crime trends. Plan and execute special operations (FADT and/or joint operations) to combat the crime trends identified.
Develop a measuring criteria and reports to show improvement in crime reduction and client growth related to the pro-active strategy.
Quarterly area security risk assessment to be conducted based on the modus operandi identified from all incidents.
SAPS Involvement
Develop a working relationship with all key persons within the SAPS environment (sector members, sector commanders, CPF, station commander).
Be a key go-to-person by both operations and business to assist in solving crime incidents through SAPS contacts.
Attend all SAPS, crime and CPF meetings with the Branch Management team as far as possible.
Arranging and attending of all joint SAPS operations, visibility drives, roadblocks etc.
Customer Service
Assist in ensuring that all media channels (WhatsApp groups) are set up (via CMC). Ensure the process of acknowledging messages, despatching and feedback is adhered to.
Compile and distribute a monthly report to all stakeholders on the pro-active measures taken, and the success thereof.
Attend all serious crime incidents personally, and assist the client with any/all security needs.
Regularly meet with LSS site steering committees.
Staff Training
Work with training resources to ensure that specific proactive training is conducted with all reaction and LSS officers within the area.
Continuous on the job training/evaluations are conducted with all staff.
Marketing Alignment
Keep marketing and communications informed on developments within this portfolio.
Ensure all operations are recorded (report and photos) and sent to Branch Manager and marketing to arrange for distribution to all clients.
Understand and manage client perceptions identified through client perception surveys.
General
Assist Regional Operations Manager with general discipline in the area enforcing patrols, standoff points, and SOP adherence.
Manage daily, weekly, and monthly compliance and required operational duties.
Conduct performance appraisals and manage HR manage system.
Effectively manage incidents, including motor vehicle accidents to improve the Health and Safety of employees.
Take direct and full responsibility for the Area. To be on call 24hours.
Competencies (Technical & Behavioral)
Computer Literate (MS Office, advanced Excel, PowerPoint)
Extensive knowledge of Operations, Sales, Technical and Administration.
Integrity and trust
People Focused
Command Skills
Managing through systems
Time Management
Business Acumen
Drive for results
Customer Focus
Building effective teams
We reserve the right not to make an appointment to any advertised position. Preference is given to existing employees at all times and the choice made is purely on merit.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
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