Regional Operations Manager

The primary purpose of this role is to oversee and manage all regional banking and processing variances, ensuring accuracy, compliance, and operational efficiency. The position requires proactive investigation and resolution of discrepancies, incident management, and continuous engagement with internal and external stakeholders, including banks, auditors, and senior management. The role is also responsible for maintaining client satisfaction by handling queries professionally and ensuring prompt communication. A key aspect of this role is the consolidation and reporting of critical regional data, implementing process improvements, and ensuring operational consistency across branches. The individual must be highly adaptable, willing to travel, and capable of working under pressure to meet business needs.

1. Matric (Grade 12)
2. Must be able to function in a stressful environment with daily challenges
3. Registered Grade C PSIRA Certificate
4. Exceptional MS Office computer literacy (Word, Excel & Outlook)
5. Excellent people management skills
6. Excellent time management skills
7. Industry experience required
8. Own transport and valid driver’s license
9. Must be willing to travel!
10. Clear criminal record

1. Investigate all regional banking variances and regional processing variances
2. Report any irregularities to Management
3. Ensure that all information on incident reports are correct and handled as required, including communication to clients where required
4. Give clients constant feedback regarding queries
5. Handling of all queries, incident, and initial investigation reports
6. Any other reasonable duties/instructions issued by the Regional Manager
7. Ensure client satisfaction is top priority, and all client queries are dealt with in a professional manner and timeously.
8. Ensure all daily reports and statistics are completed and filed correctly
9. Ensure that all relevant video footages pertaining to incidents are downloaded and saved
10. Advise Management of flaws in teller processing
11. Investigate all variances encountered during processing of client deposits and client queries
12. Keep a proper record of all investigations
13. Assist with regional audits
14. Assist with regional appointments and payroll
15. Managing staff – as branch CLO’s will report to you.
16. Ensuring consistency with all CLO’s in the province.
17. Engage with Internal and External Stakeholders (the Banks)
18. Respond to emails from Internal and External stakeholders
19. Review and enhance processes and procedures
20. Set up and manage the regional dashboard in terms of the auditing standards and requirements
21. Be available at a moment's notice to travel to branches in the region should there be any emergencies that arise.
22. Engage and interact with senior managers at Head office when required
23. Plan and assist with all training within the region
24. Engage with the SARB as well as internal and external auditors
25. Be able to travel and assist branches out of the region
26. Consolidation of information that may be required from branches within the region
27. Be able to engage with IR and HR
28. Investigate, prepare, represent, and present for and on behalf of Fidelity at Disciplinary Enquiries
29. Represent Fidelity at CCMA when required
30. Drawing up of charge sheets and suspension notices for disciplinary enquiries.
31. Visitation to clients when required
32. Assist with ad hoc tasks given by your manager

1. Self-development
2. Communication skills
3. Customer focus
4. Teamwork
5. Time management
6. Be honest and reliable

1. Must be able to multi-task
2. A hands-on person with exceptional time management skills
3. Must be a team player
4. Must be honest and reliable, and in good health
5. Willing to work long hours/overtime due to job requirements
6. Good interaction skills, bilingual, communication & negotiation skills
7. Pleasant telephonic mannerism
8. Portray a professional image
9. Excellent administration skills
10. Good writing & reporting skills