Key Responsibilities

The Security Control Room Shift Leaders will be responsible for, but not limited to, the following:

• Provide day-to-day oversight, coordination, and management of physical security incidents, ensuring timely escalation, communication, and reporting.
• Supervise control room operations to ensure compliance with policies, procedures, service standards, and regulatory requirements.
• Coordinate daily staff deployment, task allocation, and operational priorities to maintain effective service delivery.
• Ensure continuous 24/7 operational readiness of the Security Control Room and associated systems.
• Prepare and review incident reports, ensuring they are accurate, factual, complete, and submitted within required timelines.
• Escalate critical incidents in accordance with the approved severity and escalation matrix.
• Maintain the integrity and accuracy of operational logs, visitor registers, Occurrence Books (OB/eOB), and other security records.
• Serve as the primary liaison between control room operators and management regarding operational matters, staff welfare, performance, and discipline.
• Coach, mentor, and develop control room personnel to improve performance, efficiency, service quality, and professional standards.
• Ensure all operators complete the required certified training and maintain competency levels.
• Identify, recommend, and implement opportunities for continuous improvement in security operations, processes, and procedures.
• Maintain the Control Centre in a constant state of operational readiness.
• Support the review and updating of procedures through formal change-control processes in consultation with Absa Security.
• Ensure compliance with Standard Operating Procedures (SOPs), Health and Safety requirements, and other applicable policies.

Management Support Responsibilities

• Ability to work independently with minimal supervision, receiving limited guidance on routine tasks and general direction on new assignments.
• Demonstrated ability to exercise sound judgment in resolving operational issues and making recommendations on moderately complex matters.
• Proven capability to manage multiple concurrent activities while maintaining productivity, quality, and service standards.
• Ability to prioritize workloads effectively, adapt to changing operational demands, and balance daily operational requirements with project deliverables.
• Strong understanding of how individual responsibilities contribute to broader departmental objectives and organizational priorities.
• Proficiency in standard business applications, including spreadsheets, databases, reporting tools, and presentation software, with the ability to develop practical solutions to operational challenges.
• Ability to prepare professional reports, conduct analysis, and develop performance-monitoring tools and dashboards.
• Extensive knowledge and practical experience in the operation and maintenance of security systems and associated technologies.
• Demonstrated ability to establish, promote, and embed best practices in the use, monitoring, and administration of security systems.
• Leadership, communication, coaching, and stakeholder management skills.

Knowledge and Expertise

Essential

• Excellent report writing, presentation and communication skills within all levels of employees.
• Management skills.
• Creative & practical execution of high-level concepts
• Working knowledge of risk management disciplines and processes
• Has good understanding of latest security systems and equipments within the financial services sector, especially in country and market trends

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