Available Job Opportunities at Fidelity Services Group

Job Summary

Fidelity ADT seeks to attract a seasoned General Manager to provide leadership and drive performance for the Residential and Small Business unit for their area. The role encompasses responsibility for sales, technical installation, technical servicing, localized community schemes, administration and EHS. The incumbent has full P&L responsibility for the business unit. The ideal candidate is to create a positive and productive working environment. Ensuring team collaboration during tasks and projects.

Minimum qualifications and experience:

• University Degree (BCom. or similar)- Post-graduate qualification highly advantageous
• Minimum 3- 5 years’ experience in Senior Management role with Sales and Customer Service
• Sales metrics, Financial management and analytics, Business systems and processes
• Financial knowledge of Budgets, forecasting and Profit and Loss
• Grade B Security Certificate – (existing or to be obtained on appointment)
• Experience in the Security Industry preferred

Duties & Responsibilities:

Leadership

• To consistently provide strong leadership of the Region and all staff.
• To communicate with passion the vision and strategy of the Region and its performance.
• To make timely, considered decisions for the long-term success growth and development of the Region.

Financial Management:

• Full responsibility for Profit and Loss Centre to ensure profitability is sustained and growth is achieved
• Budgetary planning including revenue and capital expenditures.
• Reviews and analyses of activities such as costs, operations (e.g. vehicle cost per customer) and forecast data to determine department or division progress toward stated goals and objectives.
• Manage effective collections for the Region

Sales:

• Achieve sales targets per each sales channel
• New Unit sales
• Targeted RPU
• Technical revenue
• Maintain acceptable margins – manage discounts and technical efficiency
• Management of reconnection rate – in conjunction with Customer Contact Centre
• Drives efficiency and effectiveness of in-house sales teams in conjunction with Regional Sales Manager and National Sales Executive
• Oversees efficiency and effectiveness of in-house sales teams in conjunction with the Direct Sales team
• Drives efficiency of and technical teams in conjunction with Regional Technical Managers

 Business generation:

• Strategy design to grow the business appropriate to the Region and Branches
• Localized Security Scheme (LSS) – management of overall profitability and taking appropriate business decision to ensure long term sustainability
• Intervention in unprofitable areas or LSS to ensure minimum profitability goals are achieved - this could include closure of unprofitable areas
• Exploring and evaluating green-fields areas for expansion of the business
• Exploring and evaluating acquisition opportunities
• Resolving deadlocks, causing blockages to business flow.
• Planning effectively, instituting short- and long-term planning.
• Strategic planning, understanding external factors.
• Tactical planning, identify specific actions to achieve long-term goals.
• Contingency planning, preparing an alternative plan that may be followed in case of unexpected events.

 Region and Branch management:

• Looking to the short-medium future of the business and making key recommendations for technology, resource and skill allocation and utilization
• Clear communication and implementation of strategy across the Region and Branches
• Manage attrition rates down
• Ensure development of tactical programs to pursue targeted goals and objectives.
• Monitor overall operational delivery in the Region and Branches
• Provide direct management of key functional managers in the business unit: Sales, Technical and Regional Admin Teams.
• Indirect reporting line of Operations, Finance and HR Teams within the matrix structure.
• Report key results to corporate offices.
• Engage with all stakeholders in broader organizational strategy planning and execution
• Oversees key projects, processes and performance reports, data and analysis.
• Develop and maintain a wide network of relationships throughout the business to instill a collaborative culture
• Implement localization including Community Social Media, CCTV and other key localization steps in the area.

Operations:

• Accountable to maintain quality, service and outputs related to a work in the region (alarm monitoring services, contact centres, armed response, guarding etc.) in compliance with policy and procedures.
• Oversee key projects, processes, and performance reports.
• Identify and solve immediate operational problems within team environment and escalate unresolved issues for resolution as and when required.
• Ensure effective operations management service delivery, ensuring compliance with identified service practices, principles, and processes.
• Monitor operations for efficiency, provide feedback to team and serve as a point of escalation for challenging operational issues.
• Visit client sites on an ongoing basis.
• Play an active role in escalated customer complaints
• Develop and maintain client relationships to enhance customer service.
• Resolve and escalate customer complaints within the set time frames.

Health and Safety (EHS):

• Contributes to achieving regional EHS targets
• Support, encourage and assist with instilling a Zero harm culture across the business
• Ensure required EHS standards and targets are communicated, executed upon and achieved
• Ensure that method of work statements is in place for relevant activities identified under direct management

Customer Service:

• Ensure an integrated marketing plan is in place.
• Create, Communicate, and deliver value for our customers.
• Ensure product variety
• Ensure pricing effectiveness
• Effective coverage of the brand through different channels.
• Identify value, determine our customers significant needs, what they most value and build long-term relationship.

 Competencies, Skills and Attributes:

• Autonomous decision making,
• Business acumen,
• Communication proficiency,
• Problem Solving/Analysis,
• Project Management, Strategic Thinking,
• Budgeting and forecasting,
• Analytical Skills, Negotiation skills, Relationship building

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Main Purpose of Job: 

To ensure the Technical Department is managed in an efficient and professional way resulting in excellent operational delivery.

Qualifications & Experience:

• Relevant Degree or equivalent
• 5-8 years experience in a Security industry
• Extensive Technical Experience
• People management experience

Job Requirements & Other Attributes:

• Computer Literate (MS Office and Outlook)
• PSIRA registered (Grade A)
• Budgeting knowledge
• Project Management
• Conversant in SAIDSA requirements

Duties:
Technical efficiencies:

• Manage the Installations and Service revenue
• Manage the implementation of Sales through the Technical program in the region
• Manage the fuel consumption within Technical
• Manage the Overtime costs within Technical
• Manage and maintain “wait/lead time” for installations and servicing of alarms
• Manage operating cost of the technical fleet vehicles
• Manage and drive the new product line
• Manage staff turnover within Technical
• Manage and control the operating costs within Technical (Budget) Manage and control the operating costs within Technical (Budget)Manage absenteeism and excess leave within Technical

 EHS:

• Conduct EHS audits within Technical
• Conduct fire and evacuation drills
• Conduct EHS inspections within Technical
• Improve and manage the accident ratio in Operations Departments

Customer Service:

• Identify the root cause for customer service issues in Technical
• Manage and compile reports on any outstanding issues on call-outs and services rendered
• Create a performance-based culture through implementing a cutting edge performance management system and provide necessary training
• Provide guidelines for training and succession  planning

Performance Management 

• Create a performance-based culture through implementing a cutting edge performance management system and provide necessary training
• Provide guidelines for training and succession planning

Competencies (Technical & Behavioural )

• Timely decision making
• Delegation
• Interpersonal savvy
• Delegation
• Business Acumen
• Manage diversity
• Caring about direct reports
• Action-orientated
• Customer focus
• Negotiation
• Problem solving 

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Job Purpose: 
The incumbent will lead a team of sales and technical coordinators in support of district activities. This role supports the broader district team in execution of their duties by enabling administrative effectiveness Across a variety of processes. The position is also a customer facing position and it is expected that the incumbent Assist the district staff and other matrix functions in the resolution of customer queries and complaints. The role requires the incumbent to ensure compliance to Fidelity ADT policies and procedures with a view to continuously Improve their service to both internal and external customers.

Minimum Requirements
Minimum qualifications and experience:

• 3-year Diploma or Degree; and
• 2-4 years managerial.

Behavioural Competencies

• Excellent attention to detail;
• Excellent communication & writing skills;
• Exercise initiative;
• Must be efficient, accurate and have a passion for service excellence;
• Drive for results;
• Organised;
• Building effective teams;
• Interpersonal savvy;
• Motivating others;
• Problem solving;
• Meeting deadlines; and
• Continuous Improvement.

Job Specification
Main duties & Responsibilities
Efficient and effective management of sales and technical processes for the branch, including but not
limited to:

• Sales lead processes;
• Sales paperwork submission to OTC;
• Technical installation bookings;
• Stores picking slip processes;
• National Key account processes - technical;
• Technical dealer processes;
• Technician quote processes;
• LSS processes;
• Ensure maximum productivity of technical and sales administration resources;
• Direct people management of sales and technical coordinators; and
• Complete all necessary paperwork for the successful recruitment of terminated staff or new
• positions;
• Managing regional payroll processes; and
• Managing regional Capex processes.
• which may become available:
• People management, including all HR related Issues and staff development;
• Identify training and development needs among staff and coach accordingly; and
• Work closely with the staff members to identify and solve queries.
• Managing matrix SLA's:
• Action any specific SLA requirements for district;
• Hold functional teams accountable for delivery on SLA terms;
• Proactively establish and maintain effective working team relationships with all support
• department;
• Customer complaint handling;
• Take ownership of escalated queries, ensuring resolution and follow up with customers;
• Assist District Manager and district staff to resolve complaints in an effective and efficient
• manner; and
• Ensure required EHS standards and targets are communicated, executed upon, and achieved.

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Overall Purpose of the Job: 

The purpose of the position is to provide leadership and assistance to Management throughout the Region to implement the SHE Management System and drive cultural change, with the objective of minimizing accidents, injuries, and environmental damage through promoting compliance with Statutory, Company and Customer SHE requirements.

Minimum Qualifications and Experience:

• 4-6 years’ experience in Environmental Health & Safety Management in Construction and Subcontractor management (Security industry preferable)
• Related Environmental Health & Safety certificates or equivalent courses completed (i.e. RCAT & Risk management, Environmental Health & Safety Management, etc.)
• Computer Literate (MS Word, Excel, Power Point, Outlook, Internet)
• Skilled in delivering training programs, presentations and development of policies and procedures
• Valid Driver’s License with own reliable vehicle. 
• Diploma in Safety Management.

Main Duties:

• Drive a culture of “Zero Harm to People and the Environment” across the region.
• Build strong working relationships in order to assist Managers to consistently implement the Company’s SHE Policy and Management System.
• Provide leadership, mentoring, guidance and development of Regional SHE Team.
• Promote incorporation of SHE into business planning and assist with establishing SHE management performance measures.
• Develop, implement and ensure compliance Regional and Group SHE Projects, Processes and Procedures.
• Implement and monitor the Risk Assessment and Control System throughout the Region.
• Implement and monitor compliance with the Contractor Management Program throughout the Region.
• Assist and coordinate the investigation and management of accidents, incidents and near misses.
• Develop and coordinate delivery of SHE Training Programs.
• Coordinate the implementation of occupational rehabilitation and the Injury Management Program.
• Management of legislative changes and emerging issues, and communicate with the business.
• Co-ordinate and assist with audits.
• Collaborate across boundaries internally with SHE professionals, and externally with industry, statutory and professional bodies.
• Ability to travel in the region as and when required.
• Attend all DOL / DOH audits and investigation.
• Assist with all SHE matter throughout all three divisions within the Group.

Behavioral Competencies:

• Strong ability to multi task, attentive and energetic.
• Ability to work independently and handle pressure.
• Exceptional Communication skills (written and verbal) to relate across all levels in the organization.
• Managerial Courage and ability to communicate effectively with senior management.
• Good interpersonal skills and ability to influence senior management to commit to SHE responsibilities.
• Champion of Integrity and Trust.
• Customer Focus.
• Learning/Change Agility.
• Build Effective Teams and Manage Diversity.
• Manage Vision and Purpose.
• Drive for Results.
• Business Acumen.

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QUALIFICATIONS & EXPERIENCE:

• Matric
• Minimum 3-5 years’ experience as an alarm technician
• Previous programming, wiring, installations and fault-finding experience

MAIN PURPOSE OF JOB:

A Technician at this level is suitably qualified and experienced (to the Company’s standard) to install & maintain domestic alarm systems as well as perform on-site programming and testing of such systems. This technician can also perform basic fault finding and install radio communication devices

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Valid driver’s licence essential
• Must be PSIRA registered (Grade C)
• Knowledge of Listener advantageous
• Sound knowledge of DSC, FBI, CADDX, IDS, Paradox and Texecom systems
• Basic Knowledge of CCTV, Intercom systems and access control advantageous
• Able to work standby as per duty sheet

DUTIES

• Conduct service calls / maintenance and repairs of alarms
• Program alarm panels
• Complete handovers and quotations
• Complete invoices and job cards after every service call
• Complete links up for new clients
• Re-programme alarm systems when the current alarm was part of a takeover
• Treat all clients with respect
• Always ensure neatness and in full uniform
• Assist with any problems or complaints
• Ensure the vehicle assigned to you is roadworthy and clean
• Check and inspect the vehicle thoroughly before leaving the office/hub
• Ensure the vehicle assigned to you is roadworthy and clean
• Check and inspect the vehicle thoroughly before leaving the office/hub
• Report all faults to the Senior Supervisor, Installations
• Complete daily drive sheets
• Complete job reports and technical invoices
• Quote clients on upgrades

• Conduct vehicle, electrical and ladder inspection checks and give feedback to the manager
• Complete a stock control check
• Keep the company vehicle clean and tidy

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PURPOSE:    

The aim of a Control Room Operator is to handle incoming calls and signals in the SecureFire Control Room, depending on the level of training he/she can also be used as a dispatcher / radio operator.

Your job description encompasses, but is not necessarily, limited to the following:

Key Performance areas

Administrative

•  Monitor and action emergency incidents and non-emergency events.
•  Dispatching of vehicle/s to the correct locations received via radio or call in.
•  Phoning of the clients / persons concerned to retrieve accurate information.
•  Recording all relevant information into the occurrence book by means of computer
•  Monitor of the radio and record all messages received – emergency related as well as non-emergencies. Vehicles booking stand-offs, refuels and leaving one location to book to another location.
•  Record and report all incidents and accidents to relevant role players.
•  Ensure all relevant administrative work, handled signals and information regarding an incident is captured and completed.
•  Updating of timesheets handed to supervisor to submit.

Computers and Equipment

• Report any defaults to the Control Room Supervisor and/or Senior Controller
• Ensure that all equipment is handled with care
• Not abuse the use of company telephones for private telephone calls

Tidiness of the Control Room​​​​​​​

• Responsible for a clean and tidy workstation

Client Liaison​​​​​​​

• Telephonic assistance with any problems or complaints
• Updating of client information and other changes
• Reporting of any faulty fire alarm systems to technical for booking
• Sales leads to be handed to the Sales Department

Standing Operating Procedures​​​​​​​

• Ensure that the disciplinary code is adhered to at all times
• Standing Operating Procedures must be upheld
• Radio procedures must be strictly adhered to
• Meeting and keeping abreast of any new issues
• Meeting and keeping on agreed upon – performance
• High standard of service must be upheld

General​​​​​​​

• To have knowledge about all facets pertaining to the company
• Attend all required meeting and training sessions
• Available for standby/overtime as required from time to time by the company
• Training of new personnel to required standards
• Assist/coach/mentor subordinates to required standards of work
• Ensure all work and actions are done in accordance with the company rules and procedures