Operator (RMC)

Generating and providing System Codes and Exercising Remote access control

• Update system with relevant information required for issuing codes
• Confirm and verify the information received from the applicable stakeholders and complete the relevant security
• checks prior to issuing codes.
• Responsible for generating and providing system codes and exercising remote access control of allocated assets.
• Assist with Adhoc duties as requested by the Supervisor or Line Manager

Track and Monitor in Accordance with Allocated Responsibilities Inclusive of Systems, Alarm or Incidences

• Track and Monitor in accordance with allocated responsibilities, via the required systems and follow the appropriate escalation processes
• Actively check that the systems are updating regularly and working at the required operating level
• Identify and report any SOP transgressions, emergencies or threats identified in accordance with escalation processes or emergency procedures.
• Verify alarm events with the relevant third parties and action any alarms in accordance with the agreed upon procedures
• Escalate any faults with the alarms and provide a status report to the applicable party

Administer and Maintain the Relevant Database and Registers On Security Systems

• Record all transgressions and faults, update and maintain records and generate the required reports
• Maintain and update all necessary registers (i.e OB)

Build and Maintain Internal and External stakeholder relationships

• Build and maintain effective working relationships with all internal and external stakeholders.
• Escalate any system failures immediately to the relevant party
• Assist with incoming queries from stakeholders
• Escalate all identified transgressions at centres to the Supervisor
• Continuously liaise with centres regarding access control and alarm events

Applicable for Operators Sitting in the RMC

• Control and link the relevant permissions to the ATM Custodian Profiles on the system
• Verify that allocated vehicles are visible and tracking on the monitoring system
• Monitor and track that SBV Fleet is following the planned route, and adhering to scheduled service points and times on the system and report any non-responsive fleet to the centre
• Remotely activate the Vehicle Protection Unit on new generation vehicles, as per escalation process
• Communicate with Senior Management in the event of an emergency
• Gather Early Warning Intelligence (EWI) and the reporting thereof to Supervisors for escalation
• Maintain the OTC System on an Adhoc basis in the absence of the Device Administrator
• Send an updated report to the Device Administrator informing them of the new sites loaded
• Managing overall risk profiles for each run from start to end and apply mitigation/disruptive strategy
• Responsible for the day to day online communication platforms with all relevant stakeholders in relation to risk factors / threats towards SBV

Applicable for Operators Sitting in the COR

• Provide Centre personnel with System battery combinations in instances when KABA lock batteries need to be replaced
• Assist the security and Compliance Officer’s (SCO’s) with weekly alarm testing and OB entries.
• Monitor and analyse events to determine trends, record in Occurrence Book (OB) and communicate trends to the Shift Supervisor

Minimum Requirements: Work Experience

• Internal
  • 3 Years’s work experience operating, administering or monitoring access control systems e.g. CCTV, should the applicant have a Grade 10, OR
  • 1 years’ work experience operating, administrating or monitoring access control systems e.g. CCTV, should the applicant have a Grade 12
• Previous Call Centre experience and or experience within client services (Advantageous)
• External
  • 2 years’ work experience operating, administrating or monitoring access control systems e.g. CCTV etc. of which one year must be client related services.
  • Experience within a logistics or CIT industry (advantageous) Minimum Requirements: Education
• Internal
  • Grade 10 will be considered for internal candidates, provided the person has 3 years control room experience
• External
  • Grade 12

Special Training and Requirements

• PSIRA D (Advantageous)
• Able to work shifts
• Working overtime may be required
• Microsoft Office (Word, Excel, Outlook): Basic level
• Must be able to multi-task

Behavioural Competencies Required

• Logical Thinking and Judgment Ability: Use of discretion and logical reasoning in a clear and consistent manner whilst considering/evaluating of information/circumstantial evidence in order to draw sound conclusions, form an opinion and make a good decision Quick decisions possible. Low level decisions made in line with guidelines provided. Seek guidance if higher level of discretion is required.
• Persistence and Resilience: Ability to demonstrate the required energy to achieve success, to persist with the task at hand until it is accomplished, and to bounce back in the face of obstacles. Completion of technical task within timeframe given by supervisor whilst overcoming uncomplicated obstacles. Seek guidance and assistance from seniors when difficult obstacles are encountered, and solutions need to be found for problems.
• Customer/ Service Orientation and Customer Intimacy: To demonstrate a concern for performing work of a high standard, to align service/ products with customer expectations, to develop solutions for customer concerns or problems, to value the customer’s inputs and maintain an open communication channel with customer, and react appropriately to customer demands. Provide a service in accordance with agreed customer requirements. Serve customer in a proficient manner. Continuous follow-up to ensure customer satisfaction. Attend to customer queries and problems of routine nature. Handling difficult customers.
• Verbal-, Non-verbal and Written Communication Skills: Ability to effectively interact with individual/ group, using appropriate verbal-, non-verbal- or written communication on the required level, and sending out/ receiving a clear message in the intended way Basic communication skills required to convey or receive technical information on a one-on-one basis to/ from co-workers and customers. Gathers information required to perform work through interaction with fellow workers or customers. The effective sharing of information with a colleague, customer or manager in a clear and effective manner.
• Decisiveness: Ability to exercise good judgment, make sound decisions, accept responsibility for it and commit to implementation thereof without unnecessary delay
• Risk Management: Ability to proactively identify risk areas/threats, to analyse such exposure to risk, to determine how to best handle it and to implement appropriate course of action to control/minimise risk