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Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation. Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological developments globally, and continuously evolving and innovatin...
The Community Operations Manager is to assist the Branch Manager with growth and the local
strategy.
Minimum Requirements :
- Matric
- Tertiary qualification advantageous
- Firearm Competency
- Valid Drivers license
- Valid PSIRA
The COM will be responsible for all operational and managerial functions including the following:
- Responsible to conduct proactive training with all armed response and LSS officers in the area.
- (Change culture from Reactive to Proactive)
- Building relationships with the SAPS (Sector members, sector commanders, CPF members and station commanders).
- Attend all CPF, crime & community meetings together with the Branch Manager.
- Record and analyse all crime in the area, identify crime trends and arrange and lead all proactive internal and joint special operations based on the crime trends.
- Equip all reaction and LSS officers with the skills to identify and address potential crime before it happens and by that reducing crime in the focused areas thus assisting to grow the client base.
Essential Job Responsibilities
Pro-active Strategy
- Develop and continuously revise a pro-active training strategy for the area (patrols, standoff points, joint operations, visibility drives.
- Develop an understanding of the customer needs to drive strategy development. In conjunction with the Branch manager, identify area of high attrition (service, price & 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 trend 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 of operandi identified from all incidents (identify vulnerable areas with in 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 are adhered to.
- Compile and distribution a monthly report to all stakeholders on the pro-active measures taken and the success there of
- Attend all serious crime incidents personally, and assist the client with any/all security
- needs
- Regular meet with LSS site steerco’s
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 proactive 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 photo’s) and sent to Branch Manager and marketing to arrange to be distributed to all clients.
- Understand and manage client perception 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 maintaining response targets set out in are 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 manners and disciplinary enquiries
- Monitoring/Coaching/Assisting of staff to continually better themselves (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 drive discipline not having unmanaged clocking’s -103’s.
- Maintenance and managing of LSS sites.
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MAIN PURPOSE OF JOB:
- Identifying and securing new business, within the security/housing estates and small commercial market. Performing risk assessments to establish customers’ needs and create a logical link between the client’s risks and the available solutions the group can offer to mitigate those. Cost, compile and present proposals to potential clients.
- Liaise with Localised Security Schemes, housing estates and new complexes (domestic and commercial) on providing comprehensive security solutions, i.e.
Guarding
- Electronic security systems alarm installation
- Monitoring
- armed response
- bicycle patrols
- CCTV
- access control
- Electric fencing
QUALIFICATION & EXPERIENCE:
- Grade 12
- Marketing diploma or Degree advantageous
- Knowledge of the guarding industry and electronic security systems
- Drivers Licence - Code 8
- Previous alarm and/or security guarding sales experience with a good track record
- Knowledge of risk assessment fundamentals
JOB REQUIREMENTS & OTHER ATTRIBUTES:
- Computer Literate (MS Office, Email, and Internet)
- Sales Minded
- Knowledge of the security industry
- Able to work flexible hours
- Presentable and of sober habits
- Excellent communication, presentation, and negotiation skills
- Attention to detail – Risk assessments
- Good networking skills
DUTIES:
- Sell bespoke security solutions to both residential and small commercial clients
- Drive technical revenue through solutions
- Build and maintain relationships with developers of new housing / security estates and commercial complexes and sell our comprehensive range of products.
- Attend LSS/ HOA/ Estate operational meetings
- Build relationships with security related contractors (e.g., fencing, access control)
- Obtain endorsements from Homeowner Associations for ADT services.
- Perform site surveys to assess needs, quote preparation and presentation. After sales site visits.
- Assess changing customer’s needs / security trends through discussions with customer / developers and project managers.
- Attend meetings with Head of Sales Dept to report-back on leads/self-generated leads/new business opportunities and track of growth as per business plan.
- Attend sponsored events, networking, and community events to promote company image and public relations.
- Maintain pipeline reports
- liaise with the groups legal department to produce site specific SLA’s
- Keep record of all site documentation
- Drive App Adoption as an product in the scoped solutions
- Liaise with operational teams to produce basic site risk assessment / benchmarking documentation / Site Operating Procedures for sites based on the solution
- Perform site visits with the client to establish risk profiles
- Produce both basic and comprehensive risk assessment reports for new and existing customers
- Integrate risk assessment findings into presentations to create a logical path to the suggested solution
- Keep up to date with the latest crime trends
- Research area crime patterns
- Keep up to date with changes in technology and advice clients accordingly
- Advise and assist operations managers with site-specific SOP’s and training requirements for specific sites.
COMPETENCIES
(TECHNICAL & BEHAVIOURAL)
- Action orientated
- Customer focus
- Perseverance
- Functional / Technical skills
- Problem solving
- Technical learning
- Drive for Results
- Team Player
- Functional / Technical skills
- Problem-solving
- Customer focus
- Attention to detail
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Overall Purpose of the Job: To ensure overall management of sales, marketing, operations, technical and administrative functions within the branch. To maintain high operational standards, grow the branch, meet deadlines, achieve budget, and endeavor to reduce crime levels.
Minimum Qualifications and Experience Required:
- Post matric qualification in general management advantageous.
- A sales, Marketing, or Management diploma is advantageous.
- Financial knowledge of budgets forecasting and P & L.
- Grade B Security Certificate.
- 3 years minimum experience, at mid-management level.
- Experience in managing people
- Experience in the security industry
- Computer Literate (MS Office, advanced Excel, PowerPoint)
- Knowledge of operations, sales, technical and administrative
- Valid driver’s license with own reliable vehicle.
Main Duties:
Leadership
- To consistently provide strong leadership of the branch and its employees.
- To communicate with passion the vision and strategy of the branch and its performance.
- To make timely, considered decisions for the long-term success and development of the branch.
Finance, Planning & Controls
- Submit budget plans and stretch targets for each facet of the branch, and ensure these are continually met.
- Submit annual business plans, and operating and sales budgets for the branch in accordance with regional requirements.
- Manage and ensure accurate forecasting for branches in accordance with Finance.
- Manage branch P&L to ensure profitability is sustained and growth is achieved
- Manage effective collections for the branch
Operations
- Ensure that effective planning/ production controls are established in all areas and are a key management tool.
- Maintain business functions to increase productivity, quality, and customer service whilst reducing costs by utilising modern process techniques.
- Champion the development of a customer-focused quality improvement culture.
- Ensure that the appropriate customer service metrics are monitored regularly and that prompt actions are taken where necessary
- Ensure that service levels throughout the branch are sustained
- Drive a community-driven proactive service throughout the branch
- Manage the branch fleet to ensure that no disruptions occur due to vehicles off the road
- Manage operational area managers to ensure operational excellence throughout the branch
- Ensure client visits for contact crimes are attended to (It is expected that the manager does not delegate this duty)
Health, Safety, and Environment
- Maintain health & safety policies and working procedures.
- Ensure compliance with Company policies, SA laws, codes of practices, and corporate guidelines
Marketing
- Drive all marketing activations within the branch
- Drive customer perception within the branch and address issues highlighted in customer perception surveys
- Drive a strong social media presence within the branch identifying influencers and forging good relationships with them
- Drive a culture of “content creation” to remain relevant in the social media space
- Ensure that OTT strategies are implemented and relevant
- Drive effective/proactive communications
Commercial
- Be proactive in regularly reviewing customer requirements and feedback.
- Communicate with customers on a regular basis.
- Ensure close liaison with the branch sales team.
- Exploit new market and product opportunities via various external routes.
- Create an environment where solutions to technical customer demand issues can be resolved creatively with commercially viable products.
People Management
- Identify training and development needs among staff and coach accordingly.
- People management, including all HR-related issues as well as staff development.
- Complete all necessary paperwork for the successful recruitment of terminated staff or new positions which may become available
Business development
- Together with operational managers identify LSS and bulk sale opportunities
- Generate proposals for bulk business/LSS sites
- Drive community involvement through operational collaborations and the effective communication thereof
- Manage the profitability of LSS schemes
Attrition
- Manage all elements of attrition
- Drive reconnections within the branch
- Analyse branch attrition and plan mitigating actions to remedy it
- Manage sales channels to ensure exposure to bad debt and the financial difficulty remains at a minimum
Competencies (Technical & Behavioural)
- Integrity and trust
- Caring about direct reports
- Command Skills
- Managing through systems
- Time Management
- Business Acumen
- Drive for results
- Customer Focus
- Managing and Measuring Work
- Building effective teams
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