Office Manager at The Government Pensions Administration Agency (GPAA)

REQUIREMENTS :

• A degree/N Dip or equivalent three-years qualification (with minimum 360 credits) with a minimum of three to five (3 -5) years’ relevant experience in the Client Relations Management environment.
• The experience gained should include at least two (2) years’ supervisory experience or two (2) years junior management experience. Computer literacy that would include a good working knowledge of Microsoft Office products. A valid driver’s license is mandatory, at least two years old (a copy will be requested to verify). 

DUTIES :

• The incumbent will be responsible for a wide variety of tasks which include but are not limited to the following: Supervise effective operations management within the office: Implement and maintain an annual operational performance plan complemented by action plans for service delivery in the Provincial offices. Provide input and advice on policy development and ensure effective implementation thereof.
• Ensure effective workflow and capacity planning. Implement and review all processes to ensure accuracy and efficiency in operations execution. Implementation of the Batho Pele Principles within the Branch/Provincial office in all interactions with internal and external customers.
• Provide input to the Provincial Manager to enable the achievement of operational GPAA strategic objectives. Implement, interpret and manage statistical information on service standards. Implement quality assurance and data quality strategies and actions. Implementation of Standard Operating Procedures. Implementation of Risk Management plan and report on risk according to the required format. Generate and submit reports accurately and in a timely manner. Inform the Provincial Manager about work progress, problems and corrective measures applied. Track, resolve, and escalate delays in the payment process.
• Supervise provincial service channels (mobile, walk-in centre, provincial e-mail enquiries and telephonic enquiries). Support the development and implementation of continuous improvement of customer relations. Ensure customer satisfaction surveys are conducted. Physically ensure inspection and conduct office-based auditing of procedures. Ensure compliance with audit findings. Provide administrative support in compliance with SHERQ (Safety, Health environment, Risk and Quality). Attend to queries and complaints from stakeholders/clients. Implement quality assurance and data quality strategies and actions.
• Implement and maintain internal control processes for the section: Recommend Internal procedures and processes which will improve the effectiveness and efficiency of the section and ensure adherence. Research latest trends and developments relating to the section, recommending plans to improve service delivery to the manager. Provide information for management forums within GPAA, contributing accurate details to enable sound decision making. Ensure successful implementation of the system and process enhancement, updates and amendments within the office.
• Maintain relationships with all relevant stakeholders/clients to support service delivery in the province: Maintain partnerships with various internal and external stakeholders/clients in order to enhance service delivery in line with GPAA strategic objectives. Ensure that various stakeholders/clients enquiries or complaints are directed to relevant officials for resolution. Coordinate, support and track the resolution of various stakeholders/clients’ enquiries and complaints. Coordinate administrative support at outreach initiatives.
• Management and development of staff: Manage the performance of the unit which involves coaching, mentoring and taking corrective action (including disciplinary action) where required. Develop performance standards and evaluate team and individuals. Monitor staff regarding human resources such as leave, recruitment and grievances (keeping records). Compile the work plans for the section including the consolidation of operational plans into the directorate’s overall work plan.