Overview

SecureDrive NCRC (2IC) Supervisor Jobs in Johannesburg at Fidelity Services Group

National Command and Risk Centre (NCRC) FSD (2IC) Supervisor
Location: Roodepoort, Gauteng


DETAIL DESCRIPTION

1. Manage the SecureDrive Recovery Operations Team

50%
  • Manage and develop employees within the SecureDrive NCRC.
  • Manage all recovery actions on a national basis to ensure that vehicles are recovered as soon as possible.
  • Maintain a 90% recovery rate for Tier 1 and 2.
  • Implement strategies to ensure that SecureDrive’ s recovery team is achieving optimum recovery rates.
  • Effectively manage the regional recovery teams to optimize SecureDrive recoveries within the specified region.
  • Ensure adherence and compliance to company policies.
  • Ensure that employees are aware of capacity building initiatives (i.e. development programs, training, mentorship, coaching etc.) to develop and grow the required competence
  • Actively participate in my team member’s professional development and career path. Development of PDP’s
  • Provide monthly report on the team’s performance.
  • Resolve operational and performance deviations.
  • Continually assess the technical competence of my team and take steps to develop their knowledge and skill.
  • Ensure the work environment enables employees to “live” the company vision / mission and values.
  • Maintain people practices in line with organizational guidelines, policies, culture, and values.
  • KPA discussions.
  • Actively manage non-performance.
  • Check that all admin work is done daily.
  • Maintain knowledge about criminal trends in his/her operational area.
  • Submit monthly and daily “productivity reports” to the Operations Manager: Fidelity SecureDrive.
  • Assist with the tracking of vehicles without putting his/her life at undue risk.
  • Perform other tasks as described by the Operations Manager: Fidelity SecureDrive from time to time.
  • Manage NCRC operator efficiencies.

2. Manage agreed service levels and resolve internal and external customer queries

25%
  • Ensure that response times and escalation procedures are followed as per the various agreed upon SLA’s.
  • Regular liaison with the NCRC operators and assisting with all activation queries.
  • Compile reports relating to vehicles not recovered, investigations conducted, notifications and recovery actions.
  • Take control and ownership of incidents and cases and ensuring the correct allocation and distribution of information.
  • Investigate complaints relating to recovery actions.
  • Provide activation stats and update SecureDrive Dispatch Register.
  • Ensure completeness and authenticity of information capturing.
  • Provide information to intermediaries that has monetary interest in activated vehicles.
  • Monitoring of non-recovery feedback.
  • Communication to external parties regarding activation recoveries and non-recoveries.
  • Perform QAs on operator calls.
  • Incident and Activation Reports for SecureDrive.


3. Manage turn-around times as per department SOPs

25%
  • Ensure that staff are available to assist customers.
  • Ensure quality and accuracy of data capturing.
  • Identify and document process gaps.
  • Constantly ensuring that the SOP is valid and creating more white space.
  • Project initiation.
  • Project Implementation and control.


COMPETENCY OUTPUT PROFILE

KEY PERFORMANCE AREAS
  • Manage the Fidelity SecureDrive Recovery Operational Team.
  • Manage agreed service levels and resolve internal and external customer queries.
  • Manage agreed service levels for activations for various customers.
  • Client Relationship Management.
  • Ad hoc Tasks: Projects and Learnership

BEHVIOURAL COMPETENCIES
  • People management.
  • Customer focus.
  • Value orientation.
  • Results orientation.
  • Relationship building.
  • Strong leadership and change leadership capabilities.
  • Effective management skills: plan, lead, organize and control.
  • Ability to work in a highly pressurized environment with the ability to efficiently and effectively deal with potentially traumatized clients.
  • Flexibility.
  • Strong analytical ability.
  • Exceptional communication skills.
  • Strategic thinking ability.

VALUES
  • Live service excellence.
  • Working as a team, sharing learnings, and communicating clearly, in the knowledge that your efforts and contribution is valued.
  • Respect for the team, customers, and partners.
  • Make a plan – through smart-thinking and fast-acting.
  • 100% Accountability / Responsibility & 0% Excuses.

Title: SecureDrive NCRC (2IC) Supervisor

Company: Fidelity Services Group

Location: Johannesburg

 

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