Operator Supervisor - Houghton at SBV Services (Pty) Ltd.

People Management

• Provide leadership to employees within SBV.
• Creates a conducive environment which translates into productivity and high morale within SBV.
• Provide strategic collaborative support to the departmental team, for overall achievement of strategic objectives.
• Inspire one's business unit to deliver on key performance areas.
• Adhere to legislative requirements and Group policies and procedures.
• Leading the focus on talent to instill value creation for high value contributors.
• Set up shift roster for the relevant party and forward daily rosters to all team members.
• Responsible for checking the 'fit for work' of all Operators before shift starts.
• Accountable for managing identified transgressions in terms of adhering to procedures and following escalation processes.
• Facilitate the handover process between shifts.
• Conduct competency reviews on operators and provide feedback to the Line Manager.
• Implement and facilitate emergency procedures.
• Assist Line Management regarding disciplinary issues and poor performance counselling matters in conjunction with the ER Department.
• Train operators on all SOP amendments for accuracy and relevance of all tracking and monitoring activities.

Drive the organization culture.

• Drive the department's values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.
• Provide leadership to employees within the organization, creating a winning culture and high morale.
• Initiate and lead a culture of performance driven output through shared purpose vision and values.

Manage the relevant systems within the operating environment

• Manage the users on the systems and check that the users have the functions that are required.
• Troubleshoot to resolve any system errors, before escalating to IT or Service Providers.
• Download footage for the required system to assist with any investigation and distribute accordingly.
• Remotely activate the Vehicle Protection Unit on SBV Assets, in accordance with the escalation process.
• Assist the Line Manager and project managers with identifying and testing new technology.
• Test systems on a regular basis and check that they are updated accordingly.

Build and Maintain internal and External stakeholder relationships

• Build and maintain effective working relationships with all internal stakeholders (i.e. Local Control Room, Risk Departments and Operations, SBV - Tactical Support Officers and National Police & Industry JOC rooms).
• Escalate all network related errors at the centre as well as any system failures to the IT Department.
• Promote and maintain Early Warning Intelligence network to pro-actively mitigate possible threats.
• Create and maintain external stakeholder relationships with emergency services e.g. SAPS, SABRIC etc.
• Escalate transgressions, system failures and faulty CCTV in accordance with the SOP¡¦s and assist with corrective action or preventative measures.
• Investigate and escalate any faults with the alarms or equipment to the stakeholders.

Generating and Providing System Codes and Exercising Remote access control

• Update system with relevant information required for issuing codes.
• Confirm and verify the information received from the applicable stakeholders and complete the relevant security checks prior to issuing codes.
• Responsible for generating and providing system codes and exercising remote access control of allocated assets.
• Assist with Adhoc duties as requested by the Supervisor or Line Manager.

Track and Monitor in Accordance with Allocated Responsibilities Inclusive of Systems, Alarm or Incidences

• Track and Monitor in accordance with allocated responsibilities, via the required systems and follow the appropriate escalation processes.
• Actively check that the systems are updating regularly and working at the required operating level.
• Identify and report any SOP transgressions, emergencies or threats identified in accordance with escalation processes or emergency procedures.
• Verify alarm events with the relevant third parties and action any alarms in accordance with the agreed upon procedures.
• Escalate any faults with the alarms and provide a status report to the applicable party.

Applicable for Operators Sitting in the PMC

• Control and link the relevant permissions to the ATM Custodian Profiles on the system.
• Verify that allocated vehicles are visible and tracking on the monitoring system.
• Monitor and track that SBV Fleet is following the planned route and adhering to scheduled service points and times on the system and report any non-responsive fleet to the centre.
• Remotely activate the Vehicle Protection Unit on new generation vehicles, as per escalation process.
• Communicate with Senior Management in the event of an emergency.
• Gather Early Warning Intelligence (EWI) and the reporting thereof to Supervisors for escalation.
• Maintain the OTC System on an Adhoc basis in the absence of the Device Administrator.
• Send an updated report to the Device Administrator informing them of the new sites loaded.
• Report all incidents in the PMC OB and update for the next shift.
• Generate reports from the systems to identify all non-responsive fleet (vehicles not updating and tracking on the system) and escalate to the relevant centre.
• Record all transgressions electronically, update the file and escalate transgressions, verbally and in writing to the Logistics Manager.
• Provide remote assistance after hours when required to do so.
• Import and export keys and devices (locks) used at the ATM on the system during the freeze period of IT.

Applicable for Operators Sitting in the COR

• Provide Centre personnel with System battery combinations in instances when KABA lock batteries need to be replaced.
• Assist the Security and Compliance Officer¡¦s (SCO¡¦s) with weekly alarm testing and OB entries.
  Monitor and analyze events to determine trends, record in Occurrence Book (OB) and communicate trends to the Shift Supervisor.
• Maintain and update all necessary registers (i.e OB) and compile CCTV and Non-Compliance reports.
• Record all incidents or transgressions on the system, generate report and provide feedback to management.
• Identify trends or irregularities and compile reports to be communicated to the Centre Managers.
• Generate reports regarding tested alarms and provide the SCO's with the alarm status report.
• Report any changes to focal points of the cameras at the centre or SMCR.
• Frequently inspect that each Centre¡¦s Satellite System is connecting and record evidence on the relevant checklist.
• Compile relevant reports by utilizing information retrieved from the database and provide trends to management.

Requirements

• 3 years’ experience in operating, administering or monitoring access control systems e.g. CCTV of which 1 year must be in a supervisory or management role.
• Previous Control Room Experience (Advantageous)
• Knowledge of SBV systems (Advantageous)
• Experience in Logistics / Cash in Transit industry (Advantageous)

Minimum Requirements: Education

Internal:

• Grade 10 will be considered for internal candidates, provided the person has more than 3 years control room experience and 1-year supervisory experience.

External

• Grade 12
• Certificate or Diploma in management, operations or managing others (Advantageous).