Job Description

Fidelity Vacancies – Junior Monitoring Centre Manager

Junior Monitoring Centre Manager

Company: Fidelity

Job Description
Fidelity is seeking a Junior Monitoring Centre Manager to assist the Senior Customer Contact and Monitoring Centre Manager (HOD) and Monitoring Centre Manager in Coastal, ensuring the smooth and efficient running of all Monitoring Centre operations and hubs.

Key Responsibilities

Operational Management & Leadership

• Oversee daily Monitoring Centre operations, ensuring strict adherence to instructions and SOPs.
• Drive performance improvement through data analysis, performance reviews, and KPI implementation.
• Maintain quality assurance standards with consistent coaching and feedback.
• Plan and manage staffing resources to meet operational needs within budget and HR policies.
• Ensure the safety and security of all personnel on shift.

Financial & Strategic Management

• Support HOD in budget preparation and financial forecasting.
• Manage costs according to the Delegation of Authority (DOA) policy, improving Cost to Serve.
• Analyse operational data to optimise processes and efficiency across the Monitoring Centre.

Human Capital & Development

• Assist with recruitment and selection of qualified candidates.
• Manage staff welfare, industrial relations, and Employee Health and Safety (EHS).
• Identify training needs, coordinate with trainers, and implement “Toolbox Talks” to promote continuous learning.
• Uphold company conduct standards and manage HR-related issues within the department.

Client Liaison & Service Excellence

• Manage client service metrics including NPS to ensure compliance with SLAs.
• Handle complex or escalated complaints professionally, implementing improvements to reduce recurrence.
• Ensure accurate and professional documentation of all client interactions.

Technical & Administrative Oversight

• Inspect and maintain monitoring equipment; assist IT with system issues.
• Maintain Monitoring Centre disaster recovery documentation to support business continuity.
• Compile and distribute daily, weekly, and monthly reports; lead regional Monitoring Centre meetings.
• Manage leave plans and approve overtime based on operational needs.

General Functions

• Follow reasonable instructions and assist other departments as needed.
• Maintain confidentiality of classified information.
• Stay updated on company procedures and contribute to SOP improvements.
• Be available during off-periods for urgent operational issues.
• Foster positive inter-departmental relationships for seamless service delivery.

Minimum Requirements

• PSIRA Grade B registered
• Grade 12 / Matric; Tertiary qualification preferred
• Valid driver’s licence and reliable transport
• Must reside in Cape Town
• Proficient in MS Office, CCTV systems, and relevant software
• Ability to work under pressure, extended hours, and shifts as required
• Minimum of 5 years’ proven management experience in a Security Industry control room
• Experience in training and assessing operators
• No criminal record or pending cases
• Reliable, trustworthy, and able to work independently and in a team

Job Specifications

• Telephone etiquette and communication skills
• Report compilation and investigations
• CCTV monitoring and management

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