Regional Operations Manager

Fidelity Services Group; Wes-Kaap; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Fidelity Services Group is seeking a regional operations specialist to oversee banking variances, incident management, and cross-branch process improvements. The role requires proactive investigation, staff management, and strong communication with banks, auditors, and senior management.

The candidate must handle high-pressure environments, travel within the region, and ensure accurate reporting and client satisfaction while driving regional dashboards and audits.

Qualifications

• Matric (Grade 12) is required and stress management is essential.
• PSIRA Grade C registration is mandatory.
• Industry experience is required and own transport is essential.

Responsibilities

• Investigate regional variances in banking and processing.
• Report irregularities to management and ensure accurate incident records.
• Communicate with clients and provide timely feedback on queries.
• Maintain regional dashboards and reporting per auditing standards.
• Assist with regional audits, payroll, and appointments.
• Manage branch CLOs and ensure consistency in the province.
• Travel to branches for emergencies and training within the region.

Skills

Stress management

People management

Time management

Travel willingness

Communication

Disciplinary handling

Client liaison

Interpersonal skills

IR/HR liaison

Problem solving

Criminal clearance

MS Office

Education

Matric (Grade 12)

PSIRA Grade C

Tools

MS Office (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.