Director: CRM Regions at The Government Pensions Administration Agency (GPAA)

REQUIREMENTS    :    

• An appropriate relevant Degree /B-Tech in Public Relations, Communications,Business Administration, Public Administration, Marketing or equivalent qualification at NQF level 7 recognized by SAQA with Five 5 Years's experience in middle/senior management level in a Client Relationship Management environment, Customer Services, Sales Administration.

DUTIES    :    

• The incumbent will be responsible for a wide variety of tasks which include but not limited to the following: Manage the implementation of the Operations Revenue Management strategy: Monitor the implementation of the operational plan for the Directorate to support the achievement of GPAA's strategic objectives. Manage, monitor and review the Directorate policies, procedures and processes, in accordance with best practice and legislation. Ensure implementation of an effective short, medium and long-term operating strategy for the Directorate. Conduct benchmarks on new developments in practices to improve the effectiveness and efficiency of the organisation. Manage the provision of best practice regarding Directorate functions to all stakeholders. Ensure the implementation of a management effectiveness and leadership strategy. Engage in strategic relationships with relevant stakeholders to serve the interest of the organisation. Monitor compliance with relevant legislation throughout all Directorate functions.
• Analyse service delivery gaps, challenges and implement remedial action strategies. Manage quality of service provided to internal and external customers/clients/stakeholders. Manage the mitigation of identified risks. Ensure information flow to and alignment with all stakeholders to ensure effective engagement. Conduct trend analyses and forecasting. Drive employee benefits in region 1, 2, 3 and operational strategies and policies: Provide expert advice on employee benefits and regional issues experienced by Line in compliance with legislation, achieving unbiased resolution. Provide consistent application of sound regional principles across business units. Drive education of all GPAA employees in company code and procedures, ensuring transfer of skills.
• Monitor the development of training and compilation of manuals for line managers on communication procedures to ensure that acceptable practices are followed in dealing with stakeholders. Represent the GPAA within various Regional forums. Analyse and give feedback on emerging trends on regional developments in order to formulate initiatives to address any issues arising. Manage implementation of employee capacity building initiatives, achieving agreed project milestones and adequate communication. Ensure educational events are commemorated according to the annual calendar. Manage the implementation of appropriate processes and procedures to deal with incapacity issues. Drive implementation of awareness campaigns, ensuring objectives are achieved.
• Manage the achievement of an integrated regional communication approach. Establish and manage relationships with all relevant stakeholders to support service delivery in the Region: Create and build partnerships with various internal and external stakeholders in order to enhance service delivery. Ensure that there is effective communication between the Region and all relevant stakeholders. Ensure that various stakeholders enquiries or complaints are directed to relevant officials for resolution. Coordinate, support and track the resolution of various stakeholder enquiries or complaints.
• Manage all the resources in the Directorate: Oversee the development and management of staff within the Directorate. Implement and maintain a relevant management approach to support effective business results within the Directorate. Develop and sustain a culture of high performance, professionalism and integrity to support overall quality of service delivery. Oversee control of budgeting and expenditure process in-line with strategic objectives and relevant legislation. Ensure the effective utilization of all other resources (including IS, Assets, Infrastructure, etc) within the Directorate