Job Description

Fidelity Vacancies – Community Operations Manager

Community Operations Manager

About the Program:

Job Description
Vacancy: Community Operations Manager
Direct Report: Branch Manager
Indirect Report: Regional Operations Manager

Overall Purpose of the Job:
The Community Operations Manager supports the Branch Manager in driving branch growth (OI, customer acquisition, attrition management) and executing the local community strategy. The role oversees all operational management functions within the branch, ensuring efficient, proactive, and customer-focused service delivery.

Minimum Requirements:

• Senior Certificate or equivalent.
• Post-matric qualification in General Management advantageous.
• Minimum 3 years’ experience at Mid-Management level.
• Grade B PSIRA Certificate (including Reaction).
• Valid driver’s license (minimum 2 years).
• Firearm competency (handgun for business purposes).
• Grade B Security Certificate (existing or to be obtained on appointment).

Duties & Responsibilities:

Proactive Strategy

• Develop and maintain a proactive training strategy for patrols, stand-off points, joint operations, and visibility drives.
• Analyze customer needs, high attrition areas, crime hotspots, and low reconnection areas to guide branch strategy.
• Plan and execute 1–2 operations per week in identified areas, including building site visibility initiatives.
• Understand the competitive landscape and identify innovations in technology and processes to improve proactive security.
• Develop and implement a crime reduction strategy, analyzing trends and executing special operations.
• Create criteria and reports to measure improvements in crime reduction and client growth.
• Conduct quarterly area security risk assessments, proposing solutions for vulnerable locations.

SAPS Engagement

• Build working relationships with key SAPS contacts, including sector members, commanders, and CPF representatives.
• Serve as the branch liaison for crime incident resolution through SAPS contacts.
• Attend SAPS, crime, and CPF meetings and coordinate joint operations, visibility drives, and roadblocks.

Customer Service

• Ensure all communication channels (e.g., WhatsApp groups) are active and messages are acknowledged and resolved.
• Compile and distribute monthly reports on proactive measures and outcomes.
• Attend serious crime incidents and provide on-site client support.
• Engage regularly with LSS site steering committees.

Staff Training

• Coordinate proactive training for reaction and LSS officers aligned with branch strategy.
• Conduct continuous on-the-job evaluations, including proactive engagement, supervision, and security awareness training.

Marketing Alignment

• Collaborate with marketing and communications to share updates, reports, and PR material.
• Ensure operations are recorded and communicated to clients through the Branch Manager and marketing team.
• Manage client perceptions through surveys and proactive engagement.

General Operations Management

• Support Regional Operations Manager with staff discipline, SOP adherence, and patrol management.
• Oversee daily, weekly, and monthly operational compliance and KPIs.
• Manage response areas, service levels, incident reporting, and operational budgets.
• Supervise recruitment, onboarding, disciplinary hearings, and performance appraisals.
• Control fleet, firearms, payroll, and logistics in compliance with company policies.
• Implement Zero Harm philosophy and improve health and safety standards.
• Execute special projects and IR matters, coaching staff to achieve operational goals.
• Take full responsibility for the area and be available on a 24-hour call basis.

Competencies (Technical & Behavioral):

• Advanced computer literacy (MS Office, Excel, PowerPoint).
• Extensive knowledge of Operations, Sales, Technical, and Administration.
• Integrity, trust, and people-focused leadership.
• Command skills and managing through systems.
• Strong time management, business acumen, and results-driven approach.
• Customer-focused with team-building and performance measurement skills.

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