Area Manager at The South African National Roads Agency (SANRAL)

POSITION OBJECTIVE:

• The incumbent will be responsible for providing operational and people leadership across multiple customer service outlets and centers, ensuring that customer-facing operations are effectively implemented, managed, and monitored to achieve business performance objectives and contractual KPIs. Management, coaching, and training of customer service outlet/Centre supervisor personnel to drive quality customer service and e-toll account management services.

MINIMUM REQUIREMENTS:

• A National Diploma (NQF 6) in Business Management, Customer Services, Sales, or any other related field.
• Code 8 / EB Driver License.
• At least five (5) years of management experience in a sales/customer-facing. service environment, managing multiple customer service sites across.
• The role requires excessive travelling to worksites throughout the Gauteng region where customer centers are based.

TECHNICAL COMPETENCIES

• In-depth knowledge of managing walk-in and remote customer service centres, including service standards, queue management, and escalation procedures.
• Understanding of SANRAL’s mandate, tolling operations, road user support processes, and public interface obligations.
• Knowledge of budgeting, cost management, revenue collection processes, and financial reporting in a public entity context.
• Knowledge of HR practices, performance management, employee relations, and staff development strategies.
• Familiarity with establishing, maintaining, and optimising customer centres in both stand-alone and mall environments.
• Knowledge of PFMA, POPIA, Occupational Health & Safety, and other regulatory frameworks governing state entities and customer operations.
• Knowledge of managing relationships with mall landlords, municipal structures, internal SANRAL departments, and external service providers.
• Hands-on project management focus.
• Must be computer literate with a special focus on MS Excel, Word, PowerPoint, Project, Visio, and Outlook. 
• Ability to compile operational reports, interpret KPIs, and recommend improvements.

KEY RESPONSIBILITIES
Operational

• Manage the implementation of the Customer Service Centre (CSC) Operations strategy, assigning and managing tasks in the customer service outlet/centre to achieve the contractual KPI’s.
• Review and update all established policies, procedures, work instructions, and other supporting documentation required to manage and monitor service delivery within the customer service outlet/centre.
• Jointly identify, develop, and facilitate skills training needs required to achieve the performance objectives of the customer service outlet/centre and ultimately the contractual KPIs.
• Manage the implementation, measurement, and monitoring of end-to-end customer service solutions in the customer service outlet/centre for all Road Users on identified tolling networks.
• Manage the implementation, productivity, and quality management of customer service outlet/centre and monitor improvement actions to achieve contractual KPIs.
• Manage the delivery of real-time account management services to Road Users accessing the customer service outlet channels to register, query, and/or make payments against their TCH e-toll accounts.
• Manage the implementation, administration, monitoring, and management of cash payments, processing of card payments (PCI-DSS), as well as stock management of e-tags and consumables at the customer service outlet/centre.
• Liaise and manage the process to monitor and escalate incidents relating to facility and technical failures that may impact the delivery of a customer service outlet/centre.
• Compile information to report on operational and contractual statistical information gathered through daily customer service outlet/centre Operations.

Reporting

• Report on the achievement of contractual key performance Indicators for the customer service outlet/centre.
• Compile and submit ad hoc progress reports and presentations based on the performance of the customer service outlet/centre.
• Contribute to the compilation of Risk Assessment reports. 
• To contribute to the compilation of regular reports to the Management Committee.
• Contribute to the compilation of monthly Board reports.
• Contribute to the compilation of ad hoc progress reports as formally requested through the GORT Contractual process or arising out of general Risk Assessment.

Key Service Area

• Coordinate and monitor the conduct of a Risk Analysis per set criteria to determine requirements for mitigations of risks highlighted and ensure the implementation of security measures for risk mitigation as per agreed protocols.
• Monitor the compliance with organisational policies and procedures and adherence to all statutory and regulatory requirements prescribed for overall corporate governance.
• Jointly identify, facilitate, and manage an Information Security Risk Register that documents, evaluates, and tracks all information security risks and feeds into the Organisational Risk Register.

People Management

• Identify, define, and monitor the performance and conduct of personnel required to achieve the contractual objective and adherence to the regulatory and statutory framework.
• Coordinate and maintain a working environment that is conducive through personal, internal, and external business conduct that supports organisational values.
• Consult with Human Resources to monitor and coordinate alignment in planned and new activities/interventions in the fields of human resources, organisational development, education, training, development, and industrial relations.

Deadline:16th January,2026