Job Specification

The position requires operational experience in guarding services, specialized operational techniques, specialized risk assessments, solutions design, and integrations with electronic and specialized services, as well as previous experience in the provision of security services to cash centre environments. This position also enhances customers’ relationships and experience with Bidvest Protea Coin (BPC). Manage and take ownership of the operations. Ongoing input on innovation to enhance the customer’s workflow to improve information collection and analysis. Close the loop on customer complaints. Actively participate in the customer experience project as a contributing team member. Immediate and urgent reaction to telephonic management detailing departments automated and trends. Key responsibilitiesUrgent reaction to email, telephone, or social media complaints by reporting to the correct person, manager, or department for urgent resolution and ensuring customer satisfaction.Provide ongoing Security advice to individual clients nationallyEnsuring client expectations and service deliverables are communicated and measured across all regionsProviding daily, weekly, monthly and quarterly automated reports to managementServe as point of contact between the client’s National operations and BPC BranchesMaintenance of the ISO 9001 quality system through conducting of Quality Assurance AuditConducting Threat and Risk assessments and ensuring the collating national resultsExpérience Client liaison and Professional client RelationshipProject ManagementEffectively dealing with and managing client complaintsEnsure that contractual requirements are met at all timesEnsure compliance to the

Full job details

The position requires operational experience in guarding services, specialized operational techniques, specialized risk assessments, solutions design, and integrations with electronic and specialized services, as well as previous experience in the provision of security services to cash centre environments.

This position also enhances customers’ relationships and experience with Bidvest Protea Coin (BPC). Manage and take ownership of the operations. Ongoing input on innovation to enhance the customer’s workflow to improve information collection and analysis. Close the loop on customer complaints. Actively participate in the customer experience project as a contributing team member. Immediate and urgent reaction to telephonic management detailing departments automated and trends.

Key responsibilities

Urgent reaction to email, telephone, or social media complaints by reporting to the correct person, manager, or department for urgent resolution and ensuring customer satisfaction.
Provide ongoing Security advice to individual clients nationally
Ensuring client expectations and service deliverables are communicated and measured across all regions
Providing daily, weekly, monthly and quarterly automated reports to management
Serve as point of contact between the client’s National operations and BPC Branches
Maintenance of the ISO 9001 quality system through conducting of Quality Assurance Audit
Conducting Threat and Risk assessments and ensuring the collating national results
Expérience Client liaison and Professional client Relationship
Project Management
Effectively dealing with and managing client complaints
Ensure that contractual requirements are met at all times
Ensure compliance to the Company’s disciplinary code
Incident and investigation management ensuring incidents and feedbacks is timeously provided to the client
Ensuring that all companies SOP’s are followed
Ensure training takes place as and when required
Demonstrate extensive knowledge of good security practice, covering the physical and logical aspects of information products, systems, integrity, and confidentiality

Preferred qualifications/attributes/skills:

Grade 12 (Matric) qualification
PSIRA certification- Grade B/A
Firearm competency (handgun/long gun)
Relevant experience in a managerial or similar position
knowledge of methods and techniques of risk management, business impact analysis and counter measures
knowledge of tools or systems which provides access security control
Operational experience in the armed protection of assets through tactical operations
Must have confidence in dealing with the public
Excellent written & verbal communication skills
Advanced Computer literacy and knowledge of MS office
The ability to communicate and present to all levels and work under pressure
Driver’s licence and own reliable transport
Requires strong problem solving and troubleshooting skills.
Ensuring a closed loop on all complaints/ queries received via a variety of channels (surveys, telephone, email, social media etc.)
Ability to assertively deal with customer complaints
General/ Technical skills / Professional Qualifications
Information Management experience as an advantage
IT skills as an advantage
Knowledge of BPC products and Services is essential
Previous ,military, police or correctional services tactical operations would be beneficial
Knowledge of Security technology and application

Key Accounts Manager

Job Specification

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