Community Operations Manager- Durban South

Fidelity Services Group; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A security services company is seeking a Community Operations Manager in Durban, responsible for supporting branch operations and implementing local strategies. Key responsibilities include managing proactive initiatives for customer retention, developing crime reduction strategies, and ensuring effective service delivery. The ideal candidate must have relevant management experience, a valid PSIRA certificate, and strong leadership skills. This role offers a full-time contract with various operational responsibilities.

Qualifications

• At least 3 years of experience at Mid-Management level.
• Grade B PSIRA Certificate required.
• Valid driver's license and firearm competency are mandatory.

Responsibilities

• Support the Branch Manager in growth initiatives and community strategy.
• Develop operations strategy to reduce customer attrition.
• Create crime reduction strategies and conduct security assessments.

Skills

Proficiency in MS Office (Excel, PowerPoint)

Integrity and trustworthiness

People-focused leadership

Results-driven and customer-oriented

Time management and business acumen

Education

Senior Certificate or equivalent

Post-matric qualification in General Management

Job description

Community Operations Manager

Region : Durban South

Direct Report : Branch Manager

Indirect Report : Regional Operations Manager

Overall Purpose of the Job : The Community Operations Manager is responsible for supporting the Branch Manager in growth initiatives (such as customer attrition reduction) and implementing the local community strategy within the branch. The role includes managing all operational functions within the branch, including but not limited to the following:

Minimum Requirements

• Senior Certificate or equivalent
• Post-matric qualification in General Management is advantageous
• At least 3 years of experience at Mid-Management level
• Grade B PSIRA Certificate
• Valid driver's license
• Firearm competency (for business purposes)
• Grade B Security Certificate (existing or to be obtained upon appointment)

Duties & Responsibilities

Pro-active Strategy

1. Develop and regularly update a proactive training strategy for the area (including patrols, stand-off points, joint operations, visibility drives, etc.)
2. Understand customer needs to inform strategy in collaboration with the Branch Manager. Identify areas with high attrition, crime, or low reconnection rates. Organize 1-2 operations weekly in these areas. Ensure maximum visibility around building sites in the vicinity.
3. Stay informed about the competitive landscape related to proactive security models.
4. Collaborate with the Branch Management team to explore innovations in technology and processes for proactive security.
5. Create a crime reduction strategy for the area, identifying trends and executing targeted operations like FADT or joint initiatives.
6. Establish measurement criteria and reporting systems to track improvements in crime reduction and client growth resulting from proactive measures.
7. Conduct quarterly security risk assessments based on incident modus operandi, identifying vulnerabilities and proposing solutions to the Branch Manager for community engagement.

SAPS Involvement

1. Build relationships with key SAPS personnel (sector members, sector commanders, CPF, station commanders)
2. Assist in resolving crime incidents through SAPS contacts, serving as a key liaison for operations and business
3. Attend all SAPS crime and CPF meetings with the Branch Management team as feasible
4. Coordinate and participate in joint SAPS operations, visibility drives, and roadblocks

Customer Service

1. Ensure media channels (like WhatsApp groups via CMC) are set up and managed effectively, with messages acknowledged and feedback provided
2. Prepare and distribute monthly reports on proactive measures and their outcomes to stakeholders
3. Personally attend serious crime incidents and assist clients with security needs
4. Regularly engage with LSS site steering committees

Staff Training

1. Coordinate with training resources to deliver targeted proactive training for reaction and LSS officers, aligned with proactive security approaches
2. Conduct ongoing on-the-job training and evaluations focusing on proactive engagement, security breach identification, mindset shifts, and public space protection

Marketing Alignment

1. Inform marketing and communications teams about developments for PR purposes
2. Document all operations with reports and photos for distribution to clients
3. Monitor and manage client perceptions through surveys and feedback

General

1. Assist the Regional Operations Manager in maintaining discipline, patrols, and SOP adherence
2. Oversee compliance and operational duties, including response times, incident reporting, and SOP updates
3. Manage budgets, overtime, expenses, and procurement
4. Handle recruitment, disciplinary processes, and HR management systems
5. Monitor PSIRA registration, training, and competency requirements
6. Manage fleet, firearms, logistics, and payroll operations
7. Implement systems to ensure compliance with Zero Harm philosophy and improve health and safety
8. Ensure excellent customer service in response activities
9. Support the Regional Manager with system implementation and special projects
10. Handle IR matters and disciplinary inquiries, motivate staff, and set performance targets
11. Be on call 24/7 and oversee site maintenance and discipline

Technical & Behavioral Competencies

• Proficiency in MS Office (Excel, PowerPoint)
• Extensive operational, sales, technical, and administrative knowledge
• Integrity and trustworthiness
• People-focused leadership
• Command skills and system management
• Time management and business acumen
• Results-driven and customer-oriented
• Effective team building

Required Experience & Skills

Proficiency in English, User Interface, Communication, Content Writing, Online Platforms (Twitter, Facebook, YouTube, Instagram), Management, Digital Speech, Speaking Skills, Analytics, Writing Skills

Employment Type : Full-Time

Experience : [Specify years]

Vacancy : 1