Deputy Director: Provincial Office- North West at The Government Pensions Administration Agency (GPAA)

Qualification/s Requirements

• A relevant three-year Bachelor’s Degree/B Tech or equivalent three-year qualification (at least 360 credits) with six (6) years appropriate experience in the field of Customer Service management with three (3) years’ experience in Management or Middle management experience. Computer literacy which includes a good working knowledge of Microsoft Office products. 

Key Performance Areas

The incumbent will be responsible for the management of customer relationship in the Region, which inter alia include but is not limited to 

• manage effective operations within the provincial office. Develop and maintain an annual performance plan complemented by action plans for service delivery in the offices. Provide inputs and advice on policy development and ensure the effective implementation thereof. Review and ensure effective workflow and capacity planning. Revisit, review and streamline all processes to ensure accuracy and efficiency in operations execution. Ensuring continuously updated and relevant SOPs for unit/s under management. Ensure the implementation of the Batho Pele Principles within the Provincial Office in all interactions with internal and external customers. Provide guidance and leadership to the Office in the achievement of GPAA strategic objectives. Develop, interpret and manage statistical information on service standards, throughout times, bottlenecks, volumes and error rates. Develop and implement quality assurance and data quality strategies and actions. Ensure the effective and uniform implementation of Standard Operating Procedures, reviewing adherence on an ongoing basis. Submit all statistics, reports and replies timely and accurately. Inform the Director about work progress, problems and corrective measures applied. Manage the delays in service delivery at all service delivery touch points/channels. Manage the escalation for delays in the payment process. Manage provincial service channels (mobile, Walk-in Centre, provincial email enquiries and client liaison services). Adherence to schedules for mobile and CLO activities. Inform the Communications unit on marketing and branding needs. 
• ensure effective risk and compliance management within the EGLS provincial office. Manage the Coaching and guidance of staff on compliance to all relevant regulatory, internal and external compliance requirements. Proactively develop and implement a risk management plan and report on all risk according to required format. Analyse, interpret and implement departmental policies, organisational circulars and other communications that impact on the operation of the provincial office. Promote a corruption free environment and report any breaches you become aware of immediately. Ensure office-based auditing and quality control of processes and procedures, together with the implementation of proper controls in alignment to Walk-in Center’s SOP. Monitor and control compliance to audit risk findings and action plans. Keep the risk register at the CRMMMF (CRM middle management forum) updated. Monitor compliance to SHERQ (Safety, Health environment, Risk and Quality) regulations. Report and discuss all associated risks, incidents and seek guidance from Management (GPAA 16.2). 
• establish and manage relationships with all relevant stakeholders/clients to support service delivery in the province. Create, build and maintain partnerships with various internal and external units/stakeholders/clients/service providers to enhance service delivery in line with GPAA strategic objectives. Ensure that there are effective communication and engagement between the Provincial office and all relevant stakeholders/clients to enhance the GPAA strategic objectives. Ensure that various stakeholders’ enquiries or complaints are directed to relevant officials for resolution; ensure monitoring of resolution and reporting in place. Ensure, coordinate, support and track the resolution of various stakeholder/clients’ enquiries or complaints. Increase GPAA provincial footprint through the rollout of various service channels in collaboration with Facilities unit. 
• ensure successful business transformation within provincial office. Function as a change champion for transformation and communication, motivate and drive change initiatives within the office. Recommend and implement performance improvement initiatives. Manage successful implementation of system and process enhancements, updates and amendments within the office. Provide administrative support at outreach initiatives. Plan and monitor administration for outreach initiatives in alignment to SOP. 
• provide input to the strategic management of the section. Compile comprehensive operational plans, quarterly and annual reports. Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended. Develop, enhance and implement policies, processes and procedures that are relevant to the section and enhance service delivery. Collaborate with internal and external stakeholders to implement new systems and processes, enabling integration to other areas. 
• manage all resources of the unit. Set agree, and monitor performance of direct reports, check that it is aligned with planned targets. Allocate work according to the individual workload, expertise, and developmental needs of the individual. Identify development and succession planning requirements. Ensure employment equity compliance. Monitor that outputs achieve business requirements. Facilitate staff productivity and efficiency, minimizing absenteeism and turnover figures. Motivate staff through the implementation of various reward mechanisms. Facilitate departmental communication through appropriate structures and systems. Manage the budget of the unit and monitor expenditure patterns as per the prescripts.