Junior Monitoring Centre Manager

Duties & responsibilities:

Assisting the SeniorCustomer Contact andMonitoring Centre Manager (HOD)and Monitoring Centre Manager in Coastalto ensure the effective and smooth running of all aspectspertaining tothe Monitoring Centreand hubs.

Key Performance Areas

1. Operational Management & Leadership

• Direct Oversight:Take full accountability for the Monitoring Centres daily operations ensuring all instructions and standard operating procedures (SOPs) are strictly followed.

• Performance Management:Drive continuous improvement through data analysis regular performance reviews and the implementation of individual KPIs.

• Quality Assurance:MaintainQA standards by ensuring assessments are completed as per the QA matrix; provide consistent coaching and feedback.

• Resource Planning:Manage labour resources effectively to ensureoptimalstaff complements per shift adhering to budget and HR policies.

• Security & Safety:Ensure the safety of all personnel on shift andmaintainstrict security protocols at the base.

1. Financial & Strategic Management

• Budgetary Support:Assist the Head of Department (HOD) with annual budget preparation and financial forecasting.

• Cost Control:Manage costs in line with the Delegation of Authority (DOA) policy specifically focusing on improving theCost to Serve.

• Process Optimisation:Analyseoperational data toidentifybottlenecks and improve efficiency across all Monitoring Centre processes.

1. Human Capital & Development

• Talent Acquisition:Assistin interviewing and selecting high-calibrecandidates for new or vacant positions.

• Staff Welfare & IR:Manage industrial relations (IR) and Employee Health and Safety (EHS) to ensure staff well-being.

• Training & Mentorship:Identifydevelopment needs liaison with the Coastal Contact Centre Trainer and draft Toolbox Talks to foster a culture of continuous learning.

• Disciplinary Oversight:Uphold the companys code of conduct and manage all HR-related issues within the department.

1. Client Liaison & Service Excellence

• Service Standards:Manage client service metrics includingNPS (Net Promoter Score) to ensure adherence to strict service level agreements (SLAs).

• Complaint Resolution:Handle complex or escalated complaints professionally implementing process changes to reduce future occurrences.

• Professionalism:Ensure all client interactions and records areaccurate up-to-date and reflect a high standard of service.

1. Technical & Administrative Oversight

• Infrastructure:Conduct routine inspections of computers and monitoring equipment;assistIT with system failure investigations.

• Disaster Recovery:Maintainand formally review Monitoring Centre Recovery documentation to ensure business continuity.

• Reporting:Compile and distributeaccuratedaily weekly and monthly reports; chair regional Monitoring Centre meetings.

• Administration:Manage leave plans and approve overtime requests only when operationallyrequired.

General Functions

• Comply withall reasonable instructions andassistother departments whenrequested.

• Maintain total confidentialityregardingclassified information.

• Stay updated on all company procedures andparticipatein the evolution of job-specific SOPs.

• Maintain availability duringoff-periodsto address urgent operational emergencies.

• Establish andmaintainpositive inter-departmental relationships to ensure seamless service delivery.

MinimumRequirements:

• GradeB(PSIRA)registered

• Grade 12 / Matric

• Tertiary qualification

• Drivers Licence/reliable transport

• Must Reside inCape Town

• Computer Literacy in MS Office CCTVetc

• Must be able to work under pressure and for extended hours as and whenrequired

• Strong ability to work shiftsifrequired

• Work independently and within a team.

• Aminimum of 5 yearsprovenmanagementexperience in the Security Industry Control room

• Ability to train and assess operators effectively

• No criminal record or any Pending Cases

• Must be reliable and trustworthy
  
  Job Specification:

• Telephone Ethics and Communication

• Compiling Reports / Investigations

• CCTV Experience
  

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date please regard your application as unsuccessful