Service Manager Command Centre - Selby at BankservAfrica

Job Purpose
To manage and promote a strategic employee relations function for the University.

Job Knowledge, Skills and Experience

• Relevant Bachelor’s Degree e.g. Law, Labour Studies etc
• 6-8 years working as an Employment Relations Practitioner, at least 3 of which must have been at manager level
• Experience working with Unions in a large and complex working environment.
• Preference will be given to candidates who are admitted as an attorney, have labour law experience, and professional accreditation as an ER practitioner.

Key Performance Areas / Principal Accountabilities

• Development and administration of policies and procedures
• Collective Bargaining and Union Relations
• Advice and Legal Opinions
• Grievances and Staff Complaints
• Disciplinary Processes
• Management of Resources (Financial, Human and Physical)
• Leadership
• Wellness and Conflict Resolution

You will engage with the following stakeholders:

• Management
• Internal / External stakeholders
• PASA
• SARB
• Banks
• Telco’s, Internal Network Support, Managed Network Services 

Your key responsibilities include:

• Provide support and guidance to Command Centre Team Leaders / Command Centre Operators as they conduct their daily task ensuring that all processes are completed successfully.
• Ensure processing of input and output data files are within the defined SLAs across all systems on both production and the alternate site. 
• Ensure Team leaders provide regular daily updates regarding processing of input , output and clearing and settlement of all services and in line with SLAs. 
• Ensure timeous and accurate logging of events, Incidents and RFS (as per SLA)
• The Service Manager Command Centre is responsible for co-ordinating major incidents and major Incident resolution activities, participating and contributing in the post incident review 
• Report and timeously escalate major incidents to Management/Internal and external stakeholders, PASA & SARB, Telco’s, Internal Network Support, Managed Network Services. 
• Participate in bridge call with all the relevant technical teams and incident management when there is a Major Incidents 
• Deliver on Corporate score card and BU goals.
• Accurate and timeous communication and feedback to clients and customers relating to major operational issues. 
• Preparation of daily and monthly reports including assisting Command Centre Manager in presenting incident schedule in the Incident meetings
• Interface between Operations, Testing and Development on program, hardware, software, network upgrades and implementations.
• Service Level Management analysis and maintaining accurate reporting.  
• Attend client and business meetings. 
• Operational resiliency ensuring services are switched successfully across production sites during planned and unplanned outages.  
• Provide Business with detailed report off successful DR Live processing.
• Participate in project and ensure all teams are trained and ready for transitioning services and new products into production. 
• Leads the development of procedures, practices, policies, and business processes.
• Command Centre Service Manager: Compliance and Risk 
• Operate as per standard operating procedures
• Deliver on internal and external stakeholder requirements/SLA’s 
• Manage and maintain good stakeholder relationships
• Comply with relevant policies & procedures, regulation, and legislation
• Ensure all policies and procedures are read, understood, and acknowledged
• Provide input into relevant policies and procedures
• Identify and escalate risks appropriately
• Coach fellow team members to ensure understanding of required deliverables and stay abreast of technical skills
• Contribute to the development of a positive team culture

QUALIFICATIONS / KNOWLEDGE

• Minimum Matric
• A bachelor’s degree is (Advantage)
• Linux, networks, and windows certification 
• IT Operations management (ICT and Technology certification) 
• Incident management certified 
• ITIL Service Management  
• Both written and verbal communication skills 
• Experience in managing Recovery and Resiliency (BCP) processes
• Networks and cloud computing
• Knowledge of data protection operations and legislation (e.g., GDPR, PCI, POPIA)
• Problem-solving aptitude

EXPERIENCE

• Minimum ten years’ experience in related field
• BankservAfrica operating systems advantageous i.e., Linux, Windows, Network, and product knowledge
• People management across multiple shifts 
• Leadership and Organisational skills 
• Cloud computing
• Managing multiple projects
• Monitoring of various batch and online payment systems
• Command Center or Service Desk /Center Management