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SecureDrive NCRC (2IC) Supervisor

Johannesburg
Salary: Market Related
Job Type: Permanent
Sectors: Call Centre Management
Reference: 189918

Apply before Jul 03 2026 | 17 Days left

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Vacancy Details

Employer: 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.

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About Fidelity Services Group

Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation.

Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological developments globally, and continuously evolving and innovating, the Group remains a front-runner in the security solutions market.

Through a bouquet of services and related products, the Group can tailor make a solution for any requirement. With the Group's exceptional leadership, the unwavering commitment of management and that of all its employees, the Group has enjoyed exceptional growth over the last five years.

The Group's Cash Solutions business continues to grow and has quickly become a serious competitor in the market, garnering a large number of high profile national contracts and bringing state of the art technology backed by Fidelity's hands-on approach to the market