SecureDrive NCRC (2IC) Supervisor – Roodepoort, Gauteng
Company: Fidelity Services Group
Division: Fidelity SecureDrive
Location: Roodepoort, Gauteng
Job Type: Permanent
Closing Date: 03 July 2026
Job Overview
Fidelity SecureDrive is seeking a dedicated and results-driven NCRC (2IC) Supervisor to support the management of the National Command and Risk Centre (NCRC) operations. The successful candidate will oversee recovery operations, supervise staff performance, ensure service excellence, and contribute to achieving national vehicle recovery targets.
Key Responsibilities
Recovery Operations Management
Supervise and support the SecureDrive Recovery Operations Team.
Manage vehicle recovery actions on a national basis.
Drive initiatives to achieve and maintain targeted recovery rates.
Coordinate regional recovery teams to maximise recovery success.
Monitor operational performance and implement improvement strategies.
Ensure compliance with company policies and operational procedures.
Assist with vehicle tracking and recovery operations when required.
Team Leadership and Development
Manage employee performance and productivity.
Facilitate staff training, coaching, mentorship, and development initiatives.
Conduct performance discussions and support career development plans.
Address performance challenges and implement corrective measures.
Foster a positive work environment aligned with company values and culture.
Assess and improve the technical capabilities of team members.
Customer Service and Incident Management
Ensure service level agreements (SLAs) and response times are consistently met.
Assist NCRC operators with activation and recovery-related queries.
Investigate and resolve customer complaints and operational incidents.
Manage the allocation and distribution of incident-related information.
Maintain communication with clients, intermediaries, and relevant stakeholders.
Monitor and report on activation recoveries and non-recoveries.
Reporting and Administration
Prepare daily and monthly operational and productivity reports.
Compile incident, activation, and recovery reports.
Ensure accurate and complete data capturing.
Monitor operator performance and conduct quality assurance reviews.
Maintain recovery statistics and operational records.
Process Improvement and Projects
Identify operational gaps and recommend process improvements.
Assist with project planning, implementation, and monitoring.
Ensure standard operating procedures remain effective and relevant.
Participate in special projects and business improvement initiatives.
Minimum Requirements
Previous supervisory or team leadership experience within an operations, control room, recovery, security, or customer service environment.
Strong understanding of operational processes and incident management.
Computer literacy and reporting skills.
Ability to work under pressure in a fast-paced environment.
Knowledge of vehicle tracking, recovery operations, or risk management will be advantageous.
Skills and Competencies
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Customer-focused approach.
Strong analytical and problem-solving skills.
Effective planning, organising, and decision-making abilities.
Ability to manage multiple priorities simultaneously.
High level of accountability and responsibility.
Adaptability and flexibility in a demanding operational environment.
Strategic thinking and attention to detail.
Key Performance Areas
Recovery Operations Management.
Team Leadership and Performance Management.
Service Level Compliance.
Customer and Client Relationship Management.
Incident and Activation Management.
Operational Reporting and Administration.
Process Improvement and Project Support.
Company Values
Successful candidates should demonstrate a commitment to:
Service Excellence.
Teamwork and Collaboration.
Respect for Customers, Colleagues, and Partners.
Innovation and Problem Solving.
Accountability and Ownership.
Continuous Learning and Improvement.
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