Regional Operations Manager

Fidelity Services Group; Cape Town; On-site; ZAR 520,000 - 780,000; Full time

Job summary

Fidelity Services Group in Cape Town is seeking a Regional Compliance and Operations Manager to oversee banking variances, incident management, and stakeholder engagement with banks and auditors.

You will consolidate regional data, drive process improvements, manage a regional dashboard, and travel to branches as needed to ensure accuracy and timely reporting while maintaining client satisfaction and high service standards.

Qualifications

• Matric (Grade 12) is required.
• Ability to function in a high-pressure environment with daily challenges.
• Must hold a registered Grade C PSIRA certificate.
• Strong MS Office skills (Word, Excel & Outlook) are essential.
• Excellent people management and time management abilities.
• Industry experience is required.
• Own transport and a valid driver’s license, and willingness to travel.
• Clear criminal record.

Responsibilities

• Investigate regional banking variances and regional processing variances.
• Report irregularities to Management and ensure accurate incident documentation.
• Provide client feedback and handle queries professionally and timely.
• Consolidate information and prepare regional dashboards compliant with auditing standards.
• Engage with internal and external stakeholders including banks and auditors.
• Travel to branches within the region as required and assist with regional audits and payroll.
• Manage CLOs and ensure consistency across the province.
• Contribute to process reviews and training within the region.

Skills

MS Office

People management

Time management

Stress tolerance

Travelling

Education

Matric (Grade 12)

Tools

Word

Excel

Outlook

Job description

The primary purpose of this role is to oversee and manage all regional banking and processing variances, ensuring accuracy, compliance, and operational efficiency. The position requires proactive investigation and resolution of discrepancies, incident management, and continuous engagement with internal and external stakeholders, including banks, auditors, and senior management. The role is also responsible for maintaining client satisfaction by handling queries professionally and ensuring prompt communication.A key aspect of this role is the consolidation and reporting of critical regional data, implementing process improvements, and ensuring operational consistency across branches. The individual must be highly adaptable, willing to travel, and capable of working under pressure to meet business needs.

Minimum Requirements:

• Matric (Grade 12)
• Must be able to function in a stress-full environment with daily challenges
• Registered Grade C PSIRA Certificate
• Exceptional MS Office computer literacy (Word, Excel & Outlook)
• Excellent people management skills
• Excellent time management skills
• Industry experience required
• Own transport and valid driver’s license
• Must be willing to travel!
• Clear criminal record

Key Performance Areas (not totally inclusive):

• Investigate all regional banking variances and regional processing variances
• Report any irregularities to Management
• Ensure that all information on incident reports are correct and handled as required, including communication to clients where required
• Give clients constant feedback regarding queries
• Handling of all queries, incident, and initial investigation reports
• Any other reasonable duties/instructions issued by the Regional Manager
• Ensure client satisfaction is top priority, all that all client queries are dealt with in a professional manner and timeously.
• Ensure all daily reports and statistics are completed and filed correctly
• Ensure that all relevant video footages pertaining to incidents are downloaded and saved
• Advise Management of flaws in teller processing
• Investigate all variances encountered during processing of client deposits and client queries
• Keep a proper record of all investigations
• Assist with regional audits
• Assist with regional appointments and payroll
• Managing staff – as branch CLO’s will report to you.
• Ensuring consistency with all CLO’s in the province.
• Engage with Internal and External Stake holder (the Banks)
• Responds to emails from Internal and External stake holder
• Review and enhance processes and procedures
• Set up and manage the regional dashboard in terms of the auditing standards and requirements
• Be available at the spare of the moment to travel to branches in the region should there be any emergencies that arise.
• Engage and interact with senior managers at Head office when required
• Plan and assist with all training within the region
• Engage with the SARB as well internal and external auditors
• Be able to travel and assist branches out of the region
• Consolidation of information that may be required from branches within the region
• Be able to engage with IR and HR
• Investigate, Prepare, represent, and present for and on behalf of Fidelity at Disciplinary Enquiries
• Represent Fidelity at CCMA when required
• Drawing up of Charge sheet and suspension notices for disciplinary enquiries.
• Visitation to clients when required
• Assist with ad hoc tasks given by your manager

Core competencies:

• Self-development
• Communication skills
• Customer focus
• Teamwork
• Time management
• Be honest and reliable

Other Personality Attributes:

• Must be able to multi-task
• A hands-on person with exceptional time management skills
• Must be a team player
• Must be honest and reliable, and of good health
• Willing to work long hours/overtime due to job requirements
• Good interaction skills, bilingual, communication & negotiation skills
• Pleasant telephonic mannerism
• Portray a professional image
• Excellent administration skills
• Good writing & reporting skills

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. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

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.