Supervisor: Content Solutions - Te-advert at South African Bureau of Standards (SABS)

PURPOSE STATEMENT

• To supervise the implementation of operational work plans and formulate associated procedures to ensure the effective operational management of Content Solutions products and services and optimize revenue generating potential including record keeping and reporting; effective and efficient delivery of the portfolio of services; ensure adherence to statutory regulations and operating procedures to support the SABS value chain and strategic initiatives.

Minimum Requirements    
Qualifications    

• National Diploma / Diploma in Business Administration, Operations Management or a related field. (NQF Level 6)

Experience    

• 5 years relevant work experience in client facing, sales or content solutions environment. (Operational Level)
• 2 years supervisory experience. (Supervisory Level)

Duties and Responsibilities    
 Functional Management

• Provide supervision of the operational requirements of the Content Solutions team.
• Monitor and control allocation of all work within the Content Solutions team.
• Monitor and supervise office processes (intellectual property and copyright processes/JDE approvals/improvements & printing) from the point of referral to successful completion of the customer request and ensure completeness of services rendered.
• Ensure effective enquiry and research services are conducted and delivered to internal and external clients.
• Supervise the effective planning and operations of the printing services.
• Validate quality of information and work performed by the team.
• Co-ordinate effective implementation of the fault reporting systems and monitor processes for resolving customer complaints.
• Monitor work status and update work status on the relevant system in order to provide feedback to clients.
• Ensure the team achieves revenue targets set out for the portfolio of services.
• Support the Manager in establishing costing and pricing models to optimise revenue potential.
• Ensure all digital rights management (copyright notices, watermarks etc.) are effectively implemented in the products.
• Execute outbound support processes on time and accurately.
• Identify areas for improvement in service delivery and apply continuous improvement principles and actions.
• Collate and assess feedback and implement action plans where required.
• Oversee the walk-in/email/calls from clients requiring Content Solutions services.
• Supervise the relevant end-to-end Content Solutions process.
• Identify challenges relevant to the specific Content Solutions plan, and provide remedial action as required.
• Assist with reviewing and assessing the appropriateness of the Content Solutions plan and provide recommendations as required.
• Formulate the functional program based on the outcomes of the preliminary survey using appropriate Content Solutions methodologies and technologies.
• Plan Content Solutions work schedules as required by the Manager
• Manage external service providers to ensure timely delivery of services procured in an efficient and effective manner.
• Identify any possible enhancement/best practice opportunities that would improve the Content Solutions processes/offering.

Risk and Compliance Management

• Ensure the mitigation of the functional unit’s risk profile through the application of fraud controls and risk prevention principles and implementing of sound governance and compliance processes and tools to identify and manage risks.
• Responsible for the coordination and maintenance of quality risk management in line with ISO/SANS, Accreditation and regulatory requirements.
• Monitor changes in the regulatory environment including ISO and IEC and other publication environments and ensure that appropriate operational controls are implemented to address new requirements.
• Support and provide evidence to all internal and external audit, Accreditation and regulatory requirements.
• Oversee the maintenance and enforcement of related Service Level Agreements to minimise business risk and ensure business continuity.
• Ensure adherence in the team to all relevant laws, policies and Standard Operating Procedures throughout the organisation.

People Management

• Proactively supervise all resources in order to ensure that the operational plans are effectively executed.
• Maintain excellent human capital performance through employee empowerment, skills development and retention and succession planning within the team.
• Maintain an environment where employees respect and adhere to company standards of integrity and ethics by integrating these values into all processes, procedures and practices.
• Contribute to diversity management initiatives.
• Implement a learning culture within scope of control.
• Execute performance management in line with the SABS policy within the team, and address performance challenges and develop subordinates to meet the expected performance standards.
• Provide support in recruiting and retaining key talent and other critically skilled personnel to manage internal processes and supervise the tactical, daily analytical work of the team.

Stakeholder Management 

• Identify and mitigate internal systems and procedural barriers to enhance excellent customer service.
• Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration, and to manage the organisation’s reputation.
• Represent and participate in the organisation’s committees and tasks teams when required.
• Convene, chair and attend meetings and present performance and business-related information to relevant stakeholders when required.
• Actively liaise and build relationships with SABS clients and service providers so as to ensure that the service standards are met appropriately.
• Effectively manage customer complaint through timeous resolution and/or escalation as required.
• Analyze queries and develop mechanisms to proactively resolve common issues and share lessons learned across
• Ensure the documentation of all stakeholder engagements to ensure continuity for future  
• Take ownership of technical queries (internal/external) for team as assigned and ensure effective resolution before dead line.

Deadline:15th September,2026