COMMUNITY OPERATIONS MANAGER.

JOB DETAILS:

Community Operations Manager (Vaal) at Fidelity Services Group, located in Johannesburg, Gauteng, on a permanent basis.

Fidelity ADT Division, specifically the FADT – Gauteng Business Unit, seeks candidates with mid-senior level experience in the Security and Investigations industry, focusing on operations.

JOB DESCRIPTION:

Position: Community Operations Manager

Location: Various Regions

Reports To: Branch Manager

Indirectly Reports To: Regional Operations Manager

Job Summary: The Community Operations Manager is tasked with supporting the Branch Manager in driving growth (including operational income, customer acquisition, and retention) and implementing the local community strategy at the branch level. The individual in this role will oversee all operational management activities within the branch, encompassing a range of responsibilities.

Essential Qualifications:

Senior Certificate or its equivalent
A post-matric qualification in General Management is preferred
A minimum of 3 years of experience at the Mid-Management level
Grade B PSIRA Certificate (including Reaction)
A valid driver’s license with at least 2 years of experience
Firearm competency for business purposes (Handgun)
Grade B Security Certificate (must be current or obtained upon appointment)

Proactive Strategic Responsibilities:

Establish and regularly update a proactive training strategy for the designated area, encompassing patrols, stand-off points, joint operations, and visibility initiatives.
Gain insights into customer requirements to inform strategy formulation.
Collaborate with the Branch Manager to pinpoint regions experiencing high attrition due to service, pricing, and competition, as well as areas with elevated crime rates and low reconnection opportunities.
Organize a minimum of one to two operations weekly in these identified regions.
Recognize any construction sites within the vicinity and ensure optimal visibility around these locations.
Maintain an awareness of the competitive environment in relation to the proactive model.
Partner with the Branch Management team to explore innovative approaches, including technological advancements and procedural enhancements, to bolster proactive security measures.
Formulate a crime reduction strategy for the area under your jurisdiction, identifying crime patterns and planning special operations (FADT and/or joint operations) to address these trends.
Create evaluation criteria and reports to demonstrate progress in crime reduction and client growth linked to the proactive strategy.
Conduct a quarterly security risk assessment for the area, based on the modus operandi observed in all incidents, to identify vulnerable zones and propose solutions or recommendations to the Branch Manager for further dialogue with the community.

Participation of SAPS:

Foster collaborative relationships with all essential individuals within the SAPS framework, including sector members, sector commanders, CPF representatives, and the station commander.

Client Support:

Facilitate the establishment of all media channels (WhatsApp groups) through CMC.
Ensure compliance with the procedures for acknowledging messages, dispatching, and providing feedback.
Prepare and circulate a monthly report to all stakeholders detailing the proactive measures implemented and their effectiveness.
Personally attend to all serious crime incidents and support the client with any security requirements.
Conduct regular meetings with LSS site steering committees.

Staff Growth Initiative:

Utilize training materials to guarantee that targeted proactive training is implemented for all reaction and LSS officers in the region, ensuring alignment with a proactive strategy.
Ongoing on-the-job training and assessments will be carried out for all personnel, encompassing proactive engagement techniques such as meet and greets, open gate policies, stop and question protocols, supervision of LSS guards, identification of potential vulnerabilities (security breaches).
Fostering a mindset shift among reaction officers from a reactive to a proactive stance, as well as enhancing public space security.

Harmonization of Marketing Strategies:

Ensure that marketing and communications are kept updated on advancements within this portfolio, including the generation and dissemination of public relations materials.
Additionally, it is essential to document all operations through reports and photographs, which should be forwarded to the Branch Manager and marketing team for distribution to all clients.
Furthermore, it is important to comprehend and address client perceptions as revealed by client perception surveys.

A comprehensive overview:

Support the Regional Operations Manager in maintaining discipline by enforcing patrols, standoff points, and adherence to standard operating procedures.
Oversee daily, weekly, and monthly compliance and operational responsibilities, including managing response areas, evaluating service levels based on response times, and ensuring targets outlined in area KPIs are met.
Prepare reports and preliminary documentation for incidents and accidents for management review.
Uphold high standards for standard operating procedures, ensuring daily compliance with these policies.
Oversee budget management, including overtime and expenses, and control all purchasing activities.
Facilitate the recruitment process for new employees as necessary.
Track and manage all disciplinary hearings.
Coordinate administrative staff to generate statistics on a daily, weekly, and quarterly basis.
Conduct performance evaluations and manage the HR system.
Verify and monitor PSIRA registration, competencies, and training on a monthly basis.
Manage fleet requirements, including fuel, violations, vehicle repairs, and services.
Oversee FAMS firearms requirements.
Handle logistics management, including the distribution and control of firearms, as well as the compilation and management of all reports and paperwork.
Manage payroll requirements on a daily and monthly basis, including time books, leave, overtime, and absenteeism.
Continuously improve processes and resources to ensure compliance with the corporate Zero Harm philosophy.
Effectively manage incidents, including motor vehicle accidents, to enhance employee health and safety.
Ensure that area response activities are conducted in a manner that delivers excellent customer service.
Assist the Regional Manager with system implementation and oversee special projects.
Address industrial relations matters and disciplinary inquiries.
Monitor, coach, and assist staff to foster continuous improvement and motivation.

Proficiencies (Technical & Interpersonal):

Proficient in computer applications (MS Office, advanced Excel, PowerPoint).
Comprehensive understanding of Operations, Sales, Technical, and Administrative functions.
Demonstrates integrity and trustworthiness.
Prioritizes people-centric approaches.
Exhibits strong command skills.
Effectively manages through established systems.
Exemplifies excellent time management abilities.
Possesses strong business acumen.
Driven to achieve results.
Maintains a customer-focused mindset.
Skilled in managing and measuring work outcomes.
Adapt at building cohesive and effective teams.

We maintain the discretion to refrain from appointing candidates for any advertised roles. Preference is consistently afforded to current employees, with selections based solely on merit. Historically Disadvantaged Candidates and Black Female Candidates are actively encouraged and supported within the FSG team.

Fidelity Services Group (Pty) Ltd is committed to upholding global standards of fair practice and business ethics, emphasizing the continuous development of our human capital as a vital asset to our success in the markets we operate in.

If you do not receive communication regarding this position within 10 working days following the closing date, please consider your application unsuccessful.

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