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.
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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.
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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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