Job Opening at Fidelity Services Group

Reporting to the Branch Manager

The above position is vacant at our East London Branch. The overall purpose of this position is to ensure that all deposits have been processed as per the agreement between parties. The Supervisor makes sure that there is a consistent, high quality counting and verification service provided by all relevant staff.

Minimum Requirements:

• Clear criminal record
• Grade 12 or equivalent
• Computer literate
• At least 2 years’ cash centre experience or similar role is an advantage
• Treasury experience is an advantage
• Able to work under pressure and multitask 
• Must be able to work extra hours when needed
• Must be able to address and resolve challenges which may arise

Job Specification:

• Opening and closing of Cash Centre where applicable
• Ensure that Standard Operational procedures are adhered to
• Counting and verifying money
• Balancing and reconciling money
• Re-counting of money if differences occur
• Ensure daily reports and statistics are up to date
• Ensure that all relevant documents are complete, neat and filed
• Ensure all schedules balance with physical count
• Ensure registers are used and signed for daily
• Ensure incident reports are handled as required
• Ensure all client queries are dealt with in a professional manner and timeously
• Ensure client satisfaction is top priority
• Ensure basic discipline is enforced within the Cash Centre
• Accountable for Cash Centre appointed to him/her if no manager

Other Personality Attributes and core competencies:

• Must be honest and reliable
• Must have good verbal and language abilities
• Able to follow instructions accurately
• Pay attention to detail
• Must be self- motivated
• Willing to work overtime
• Alertness
• Possess numeric skills
• Accuracy
• Quality assurance
•  Customer focused
• Excellent organisation and planning ability
• Team work

go to method of application »

MAIN PURPOSE OF JOB:

Support and provide superior service to internal and external customers via phone, email face-to-face for walk in customers.

QUALIFICATION & EXPERIENCE:

• Matric
• A minimum of 2 years customer service experience.
• At least 1 to 2 years’ experience within a contact centre, of which technical experience would be                      necessary
• Continuous Improvement experience beneficial

CUSTOMER FOCUS

• Handle Queries and Complaints for both Dealer and In-House customers
• If complaints need to be escalated to other departments for resolution ensure escalated and tracked               
• Manage all Hello Peter and Web complaints with the highest of priority and resolution
• Ability to comprehend, capture and interpret basic customer information
• Make sound judgements to deliver superior customer service
• Ability to manage difficult situations and respond promptly to the need of the customer
• Analyze various parts of a problem properly and develop logical solutions
• Book service calls
• Handle all technical scheduling issues or challenges received via customer complaint
• Handle all CCTV queries and complaints
• Inbound and Outbound Webmail/Webchat communication
• Assist with call overflow from Level 1 Agents
• Provide Technical Support to Customers in the everyday & exception operation of the alarm system
• Perform telephonic guidance and advice when clearing error messages, finding faults & problems on the    

QUALITY ASSURANCE

•  Ensure all QA assessments are signed of within 72 hours of receipt
•  Be able to identify product types and provide documentation & information to a customer related to a particular request
•  Adhoc tasks allocated by management

go to method of application »

Job Overview:

• 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:
• The COM is to ensure that proactive community training with all operations personnel in the area (change culture from Reactive to Proactive) is being conducted on a sustainable basis.
• The COM is to build strong relationships with the SAPS, Community Leaders, CPFs in the branch. He/she must be available to attend all community/SAPS safety meetings together with the Branch Manager.
• In conjunction with the relevant support staff, community and SAPS, analyse crime in the area with a view of deploying resources in a pro-active way that drives crime down within the branch.
• It is important to note that this job description is not exhaustive and while specific tasks may be omitted, it still forms part of the function.

Essential Job 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. Identify any building sites in the area and ensure maximum visibility around these properties.
• 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 (identify vulnerable areas within the areas and propose solutions / suggestions to the Branch Manager for further discussion with the community.
• 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 (ensure training is aligned to the pro-active approach).
• Continuous on the job training/evaluations are conducted with all staff – training to include: proactive meet & greets / open gates / stop & question / supervision of LSS guards / identification of possible weak spots (security breaches) / mind set change of reaction officers from reactive to proactive / public space protection.

Marketing Alignment

• Keep marketing and communications informed on developments within this portfolio (Generating and communicating PR material).
• 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.
• Managing daily, weekly and monthly compliance and required operational duties:
• Manage all Response areas, measuring service levels on response times and maintaining response targets set out in area KPI.
• Compile reports, Preliminary reports for incidents and accidents, for management.
• Manage and keep standard operating procedures to a high level, ensure that these policies are adhered to daily.
• Control budget and manage overtime and expenses.
• Manage and control all purchases.
• Manage all new employees as required in the recruitment process.
• Manage and keep track of all disciplinary hearings.
• Co-ordinate admin staff to produce statistics on a daily, weekly and quarterly basis.
• Conduct performance appraisals and manage HR manage system.
• Check and control PSIRA registration/Competencies/training monthly.
• Control Fleet requirements, managing fuel, violations, vehicle repairs and services.  
• Manage and control FAMS firearms requirements.
• Logistics Management (i.e. distribution and control of firearms, compiling and control of all reports and paperwork).
• Manage Payroll requirements daily and monthly (Time books, leave, OT and absenteeism).
• Manage and improve all processes and resources to ensure compliance with the corporate Zero Harm philosophy.
• Effectively manage incidents, including motor vehicle accidents to improve the Health and Safety of employees.
• Ensure that area response activities are carried out in such a manner to provide excellent customer service (attrition).
• Assisting Regional Manager with the implementation of systems.
• Running “special projects”.
• Dealing with IR related matters and disciplinary enquiries.
• Monitoring/Coaching/Assisting of staff to continually improve them-selves (motivate staff).
• Managing performance goal targets, in line with Operational requirement and company strategy.
• Take direct and full responsibility for the Area. To be on call 24hours.
• Monitoring of BPSI clocking’s and driving discipline of not having unmanaged clocking’s -103s.
• Maintenance and managing of LSS sites.

go to method of application »

Job Description

The overall purpose of this position is present, facilitate and assess training interventions as per the training function, within area of responsibility. Compliance with best practices, quality assurance standards and Industry requirements stipulated in applicable legislation

Qualifications, experience and other competencies required:

• Driver’s License (EB)
• Proficiency in MS Word, PowerPoint and especially Excel is essential
• Grade 12 / NQF 4
• PSIRA Grades E-A Instructor
• Tactical firearm training advantageous 
• Facilitator registration with ETDP SETA
• Assessor registration with ETDP SETA & SASSETA
• Moderator registration with ETDP SETA & SASSETA will be an advantage
• General Security Practices (GSO) at NQF 3
• Specialist Security Practices Qualification at NQF 4
• Competence in Firearm Unit Standards: Handgun, Shotgun, Rifle, Carbine and PFTC Firearms Unit standards Instructor registration.
• Minimum 3-5years experience and full knowledge related to the training environment
• No Criminal Record or pending cases
• Ability to meet strict deadlines.
• Numerical accuracy.
• Excellent verbal and written communication skills
• Attention to details.
• Ability to liaise professionally with personnel at all levels.
• Excellent communication skills
• Solid attention to detail to ensure accuracy of information
• To participate in various ad-hoc projects where necessary
• Must have own reliable transport

Key Performance Areas: (not totally inclusive): 

• Present, assess and facilitate training interventions according to Industry and internal standards to as per QMS and best practices.
• Coach and guide learners on learnerships to ensure competence standards are achieved as per programmed objectives, learning outcomes, or unit standard outcomes.
• Comply with curriculum and training interventions within area of responsibility via effective facilitation and assessment methods.
• Compliance with legislative and Quality Assurance guidelines that includes but are not limited to: SASSETA / PSIRA / NKP/ SAPS / DoL / PFTC/ CAA / QCTO etc.

Other personality attributes:

• Problem Solving
• Good Relations
• Independent thinker
• Team orientated
• Attention to detail and accuracy
• Customer orientated

go to method of application »

Job Description

MAIN PURPOSE OF JOB:

The incumbent will be responsible for ensuring the effective running of the fleet within the region by ensuring the maximum number of serviced and reliable vehicles is available for deployment. The incumbent is also responsible for analysing all available fleet information to ensure optimal utilization of vehicles and report back to business.

REPORTS TO: National Fleet Manager

Minimum Requirements

• Relevant Degree or three-year diploma – Fleet or Transport Management
• At least 3 years’ experience in fleet and motor vehicle assessment/management essential
• 5 years’ experience at Middle Management level
• Possess a valid Driver’s License
• Computer Literate (MS Office, advanced Excel, PowerPoint, Internet)
• Financial acumen
• People Management experience with a proven track record of employee engagement and development
• Stakeholder management

Key Performance Areas

• Monitor and provide feedback to managers regarding fuel consumption.
• Authorize the procurement and cancellation of fuel cards.
• Scrutinize fuel reports received from suppliers to ascertain correct fuel consumption.
• Sample controls of vehicle monitoring equipment to determine levels of excessive idling.
• Liaising with management to leverage of best practices within Fleet division.
• Implement all fleet SOPs.
• Prepare for the purchase of capital items and assets (including lease vehicles).
• Plan and authorise the purchase of consumables and maintenance of vehicles for region.
• Asset management.
• Implement three quote system for all procurement.
• Work closely with the Finance department monitor expenditure and invoicing.
• Assist in budget preparations and management.
• Set the tone and advocate zero harm initiatives and implement strategi.es to ensure employee health and safety.
• Ensure legal compliance of fleet.
• Manage accidents.
• Reduce vehicle off the road incidents.
• Discuss and plan auction process.
• Discuss and plan maintenance schedules.
• Ensure timeous fitting of equipment: tracking unit, bullet proof glass, vehicle branding.
• Identify potential fleet problem areas/challenges.
• Management of all customer vehicle-related complaints.
• Staff management and development.

COMPETENCIES

(TECHNICAL & BEHAVIOURAL)

• Action oriented.
• Functional technical expertise.
• Change management agent.
• Problem solving.
• Managing and measuring work.
• Drive for results.
• Negotiating
• Aligning for performance
• Safety awareness
• Time management