Community Operations Manager (West Rand)

Job Description

Fidelity Services Group, a leader in integrated security solutions, seeks a Community Operations Manager for the West Rand to support branch growth and implement community-focused security strategies. You will oversee operational and managerial functions, develop proactive security measures, and foster relationships with SAPS and clients. This role is pivotal in driving Fidelity’s mission to innovate and deliver exceptional security services.

Requirements

• Senior Certificate or equivalent
• Post-matric qualification in General Management (advantageous)
• 3 years’ minimum experience at mid-management level
• Grade B PSIRA Certificate (including Reaction)
• Valid driver’s license (minimum 2 years)
• Firearm competency (Handgun business purposes)
• Grade B Security Certificate (existing or to be obtained on appointment)
• Computer literate (MS Office, advanced Excel, PowerPoint)
• Extensive knowledge of Operations, Sales, Technical, and Administration
• Integrity and trust
• People-focused
• Command skills
• Managing through systems
• Time management
• Business acumen
• Drive for results
• Customer focus
• Managing and measuring work
• Building effective teams

Responsibilities

• Develop and revise a proactive training strategy for the area (patrols, stand-off points, joint operations, visibility drives)
• Identify customer needs to drive strategy development in collaboration with the Branch Manager
• Identify areas of high attrition, high crime, and low reconnection, arranging 1-2 operations weekly in these areas
• Ensure maximum visibility around building sites in the area
• Understand the competitive landscape related to the proactive model
• Investigate and propose innovative technology and process approaches with the Branch Management team
• Develop and execute a crime reduction strategy, planning special operations to combat identified crime trends
• Develop measuring criteria and reports to show improvements in crime reduction and client growth
• Conduct quarterly area security risk assessments based on incident modus operandi
• Build working relationships with key SAPS personnel (sector members, commanders, CPF, station commander)
• Serve as a key contact for operations and business to resolve crime incidents via SAPS contacts
• Attend SAPS, crime, and CPF meetings with the Branch Management team
• Arrange and attend joint SAPS operations, visibility drives, and roadblocks
• Ensure media channels (e.g., WhatsApp groups) are set up and processes for acknowledging messages and feedback are followed
• Compile and distribute monthly reports on proactive measures and their success to stakeholders
• Attend serious crime incidents personally, assisting clients with security needs
• Meet regularly with LSS site steering committees
• Ensure specific proactive training is conducted with reaction and LSS officers
• Conduct continuous on-the-job training/evaluations for staff, focusing on proactive approaches
• Keep marketing and communications informed on portfolio developments for PR material
• Ensure operations are recorded and sent to Branch Manager and marketing for client distribution
• Understand and manage client perceptions through client perception surveys
• Assist Regional Operations Manager with discipline, enforcing patrols, standoff points, and SOP adherence
• Manage daily, weekly, and monthly compliance and operational duties, including response times and KPIs
• Compile reports and preliminary incident/accident reports for management
• Maintain high standards for standard operating procedures
• Control budget, overtime, expenses, and purchases
• Manage recruitment, disciplinary hearings, and HR systems
• Check and control PSIRA registration, competencies, and training monthly
• Manage fleet requirements (fuel, violations, repairs, services)
• Control FAMS firearms requirements and logistics (reports, paperwork)
• Manage payroll requirements (time books, leave, overtime, absenteeism)
• Ensure compliance with the Zero Harm philosophy
• Effectively manage incidents, including motor vehicle accidents, to improve employee health and safety
• Ensure area response activities provide excellent customer service
• Assist Regional Manager with system implementation and special projects
• Handle IR-related matters and disciplinary enquiries
• Monitor, coach, and motivate staff to improve performance
• Manage performance goal targets aligned with operational and company strategy
• Take full responsibility for the area, being on call 24/7
• Monitor BPSI clocking and drive discipline to avoid unmanaged clockings
• Maintain and manage LSS sites