SecureDrive NCRC (2IC) Supervisor at Fidelity Services Group

DETAIL DESCRIPTION
Manage the SecureDrive Recovery Operations Team

• Manage and develop employees within the SecureDrive NCRC.
• Manage all recovery actions on a national basis to ensure that vehicles are recovered as soon as possible.
• Maintain a 90% recovery rate for Tier 1 and 2.
• Implement strategies to ensure that SecureDrive’ s recovery team is achieving optimum recovery rates.
• Effectively manage the regional recovery teams to optimize SecureDrive recoveries within the specified region.
• Ensure adherence and compliance to company policies.
• Ensure that employees are aware of capacity building initiatives (i.e. development programs, training, mentorship, coaching etc.) to develop and grow the required competence
• Actively participate in my team member’s professional development and career path. Development of PDP’s
• Provide monthly report on the team’s performance.
• Resolve operational and performance deviations.
• Continually assess the technical competence of my team and take steps to develop their knowledge and skill.
• Ensure the work environment enables employees to “live” the company vision / mission and values.  
• Maintain people practices in line with organizational guidelines, policies, culture, and values.
• KPA discussions.
• Actively manage non-performance.
• Check that all admin work is done daily.
• Maintain knowledge about criminal trends in his/her operational area.
• Submit monthly and daily “productivity reports” to the Operations Manager: Fidelity SecureDrive.
• Assist with the tracking of vehicles without putting his/her life at undue risk.
• Perform other tasks as described by the Operations Manager: Fidelity SecureDrive from time to time.
• Manage NCRC operator efficiencies.

Manage agreed service levels and resolve internal and external customer queries

• Ensure that response times and escalation procedures are followed as per the various agreed upon SLA’s.
• Regular liaison with the NCRC operators and assisting with all activation queries.
• Compile reports relating to vehicles not recovered, investigations conducted, notifications and recovery actions.
• Take control and ownership of incidents and cases and ensuring the correct allocation and distribution of information.
• Investigate complaints relating to recovery actions.
• Provide activation stats and update SecureDrive Dispatch Register.
• Ensure completeness and authenticity of information capturing.
• Provide information to intermediaries that has monetary interest in activated vehicles.
• Monitoring of non-recovery feedback.
• Communication to external parties regarding activation recoveries and non-recoveries.
• Perform QAs on operator calls.
• Incident and Activation Reports for SecureDrive.

Manage turn-around times as per department SOPs

• Ensure that staff are available to assist customers.
• Ensure quality and accuracy of data capturing.
• Identify and document process gaps.
• Constantly ensuring that the SOP is valid and creating more white space.
• Project initiation.
• Project Implementation and control.

COMPETENCY OUTPUT PROFILE
KEY PERFORMANCE AREAS

• Manage the Fidelity SecureDrive Recovery Operational Team.
• Manage agreed service levels and resolve internal and external customer queries.
• Manage agreed service levels for activations for various customers.
• Client Relationship Management.
• Ad hoc Tasks: Projects and Learnership

BEHVIOURAL COMPETENCIES

• People management.
• Customer focus.
• Value orientation.
• Results orientation.
• Relationship building.
• Strong leadership and change leadership capabilities.
• Effective management skills: plan, lead, organize and control.
• Ability to work in a highly pressurized environment with the ability to efficiently and effectively deal with potentially traumatized clients.
• Flexibility.
• Strong analytical ability.
• Exceptional communication skills.
• Strategic thinking ability.

VALUES

• Live service excellence.
• Working as a team, sharing learnings, and communicating clearly, in the knowledge that your efforts and contribution is valued.
• Respect for the team, customers, and partners.
• Make a plan – through smart-thinking and fast-acting.
• 100% Accountability / Responsibility & 0% Excuses.