Senior Manager: Complaints and Stakeholder Management at Public Protector South Africa

Reference: PPSA 06/01/2024, Location: Pretoria, Head Office ]

Competencies : 

• A dynamic, driven, outcomes oriented individual with excellent communication and interpersonal skills 
• A systematic self-starter who displays excellent attention to detail, takes initiative and strives to improve own performance 
• Excellent leadership skills 
• Excellent planning and coordination skills 
• Analytical thinking and sound judgement 
• Passion for performance 
• Ability to negotiate and influence others
• Facilitation and presentation skills 
• Report-writing skills 
• Service delivery orientated 
• Ability to plan and manage budget 
• Competent in public speaking, leadership, management, problem solving, conflict and dispute resolution. 

Requirements : 

• A SAQA recognised Bachelor’s degree (NQF7) in the field of Law, Marketing, Communications, Public Administration A relevant postgraduate qualification will be an added advantage 
• Accredited training certificates in Stakeholder Management and Communication 
• 8 years’ relevant experience of which 5 years should have been at Middle Management level 
• Experience in working in a legal environment will be an added advantage 
• •Knowledge and experience in stakeholder management, International Relations and Communication.
• Understanding of legal prescripts dealing with complaints resolution processes 
• Relevant experience Customer Relations/Complaints handling, public awareness and community outreach work, marketing, events management, Call Centre management 
• Proficiency in at least 3 of the indigenous languages will be an advantage Good understanding of Cooperative Governance Frameworks 
• Knowledge of strategic planning, financial management, project management, human resources management practices, change management principles and outreach. 
• Valid driver’s license and excellent skills in computer packages 

Duties :

•  Manage the implementation of the Integrated Access and Stakeholder Management Strategy and Implementation Plan 
• Coordinate outreach and stakeholder relations management and prepare reports thereon 
• Coordinate international relations and ensuring reporting 
• Develop/review strategies, policies and programmes for implementation and management of case or complaint intake, preliminary assessment and customer service 
• Manage Intake, Assessments and Customer Service 
• Manage Reception, Registry and Call Centre 
• Ensure the development and implementation of effective Customer Service Management processes 
• Develop strategy to facilitate access to PPSA services by all communities 
• Assist in the execution of high-profile engagements 
• Manage the finalisation of emergency matters in support of the Complaints Resolution Officer 
• Develop business intelligence reports on reported complaints 
• Manage Human and Financial Resources (asset management, human and financial resources).