Job Opportunities at Boardroom Appointments

Job Purpose:

• The candidate will deploy Global Supply Chain offers for new and existing accounts within his parameter. He/she will work together with operations and regional IT to complete the different phases of a WMS implementation: design, training, configuration, testing, reports and support. He/she will also work on Pre Sales requirements as may be required by his manager and the business

Job Function:

• Manage project plan
• Lead functional and interface design workshop
• Prepare WMS Functional Flow
• Prepare interface specification with mappings
• Prepare specification for reports
• Perform configuration in WMS
• Conduct key user training
• Perform integration testing
• Support user acceptance test
• Prepare test scenarios
• Perform data migration for existing customer migrating to WMS
• Provide onsite support for Go-live
• Troubleshoot production issues Key Activities
• Assess customers needs in respect of their operational processes while respecting the guideline of BTL Supply Chain & Logistics Dept.
• Assist the Logistics MOAD in collecting the relevant information to define the solution.
• Ensure that business requirements collected by the MOADs are included in the solution with the support of the Corp MIS AMOA & editor consultants and that they are integrated seamlessly into the solution.
• In case enhancements/evolutions of the solution are necessary, document functional specifications and transfer to the Supply Chain AMOA of Corporate MIS & Corp. Supply Chain Dept. for review and validation.
• Ensure the solution defined is in adequacy with the corporate defined best practices and in line with the Corp. MIS applicative architecture.
• Challenge/Suggests reasonable workaround solutions whenever possible and write down the functional specifications of the specific solutions accepted by the project committee.
• Responsible to deliver the Operational Flow document
• Support the Domain MOAD all over the project, making the functional follow up of the system configuration, user acceptance tests and go live preparation.
• Responsible of the configuration of the solution
• Realize unitary tests
• Develop client/project specific labels
• Develop client/project specific reports and document based on Cognos SCI product
• Support MOAD during the UAT phase

In case of EDI implementation with customers:

• Document functional specifications, operational and project constraints and coordinate with the Project Manager appointed by the Supply Chain AMOA of Corporate MIS (answer to business/operational question questions, participate in the design).
• Organize follow up with the Supply Chain AMOA of Corporate MIS during project phase (until delivery to production and stabilization of the solution).
• Complete test scenarios them with all necessary functional tests (practical scenarios).
• During the user acceptance phase (UAT), run test scenarios and validate the solution.
• Communicate on project advancement in term of planning and raise alerts if necessary. Training / Support
• Provide trainings where and when required within his parameter
• Formalise the various levels of support on Supply Chain & Logistics Solutions to internal users for each service offered · Monitor to ensure the Support Engineer maintains the needed level of support to the end users Continuously Improve
• Participate in the implementation and the monitoring of the customers improvement/productivity plans.
• Participate in exchanging best practices with the other Local Supply Chain & Logistics AMOA Project Managers and Corporate MIS.
• Be proactive and participate in workshops/seminars related to the development of Supply Chain & Logistics Solutions.

Essential experience, skills and qualifications:

• Degree in supply chain management, engineering or computer science
• Minimum 3 years of implementation/support experience with Warehouse Management
• Experience in Manhattan WMS, database and SQL statement would be a plus
• Quick learner and fast thinker with the strong ability to respond and solve problem in an efficient manner
• Able to work independently as well as to participate effectively in a team environment
• Strong computer skills eg. Word, excel, PowerPoint
• Excellent interpersonal and communication skills Important
• Must be willing and prepared to Travel
• Must have a valid Passport

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Key purpose:

• The Network Engineer will be responsible for maintaining and managing the company's networks. You'll provide support to all aspects of network management including security, infrastructure and configuration. You should have experience working with a Unix/Linux operating system, as well as an understanding of Cloud Computing. Knowledge of server administration would also be beneficial.

Duties and responsibilities:

• Ability to implement Network changes
• Basic understanding of MPLS technology
• Basic understanding of telecom standards / protocols
• Closure of all assigned tickets on tool
• Closure of tickets within SLA
• Updating the Activity tracker against all the incident tickets on ITSM tool
• Sharing the Analysis report for all major incidents within 30 mins of closure
• Updating the SOP's for minimum 2 processes per Month
• Successful implementation of Change Requests
• Successful implementation of Rollback plan in case the CR gets failed
• Understanding on Cloud Network technology (Azure & AWS)
• Transformation participation and adoption by teams for any automation/new tools introduction for Network Infrastructure
• Ability to review logs & provide updates
• Escalation to OEM TAC

Qualifications and experience:

• Bachelors degree in Computer Science or a related field required
• Hands on experience on following technologies
• Routing / switching (Cisco/Arista)
• Wi-Fi (Cisco/Arista)
• Firewalls (Palo Alto /Cisco)
• VPN technology
• MPLS Technology
• Internet Technology
• ITIL process knowledge

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Key purpose:

• The Product Owner II is a member of the agile team, responsible for defining user stories and prioritizing the team backlog to streamline the execution of program priorities while maintaining the conceptual and technical integrity of the features or components for the team. The role owns products of varying complexities, engaging, and collaborating with product management to execute the product vision, strategy, and roadmap.

Duties and responsibilities:

• Provide input into the refinement of the program backlog, ensuring the team is familiar with the features being brought into PI planning and keeping program management informed of progress in achieving team PI objectives.
• Continuously refine and sequence the product backlog:
• Provide clear direction to the team
• Gather the requirements for the product and capture them in the form of a product backlog, consisting of user stories with acceptance criteria.
• Ensure all user stories are written and that each user story has acceptance criteria.
• Sequence team backlog - Must prioritise work for teams' main stakeholders with demands for change from other stakeholders.
• Ensure team backlog readiness for next iteration (enough user stories / enablers are ready to be worked on in the next iteration)
• Include the team in enough of the backlog refinement to ensure familiarity ahead of the next iteration
• Ensure the team is familiar with the features being brought into Sprint planning
• Collaborate with BEM / Product Manager / Team in the refinement of the Program Backlog
• Keep BEM / Product Manager informed of progress in achieving team Sprint objectives
• Provide visible, transparent, and clear direction, ensuring the development team is clear on priorities
• Provide clear solution direction to the agile team
• Apply economic decision making
• Sequence user stories based on team PI objectives
• Balance PI objectives with local team requirements
• Ensure team backlog readiness for next iteration
• Include the team in backlog refinement
• Participate in ART level events: ART sync, Product Owner Scrum of Scrums, Inspect and Adapt, PI Planning, daily stand-ups, and system demos
• Participate in relevant team level events
• Provide vision for iteration planning and participate in iteration Planning
• Accept completed work in iteration Demo
• Participate in relevant Scrum ceremonies - ART level events: ART sync, Product Owner Scrum of Scrums, Inspect and Adapt, PI Planning, Sprint Planning, Sprint Review, Sprint Retrospective, daily stand-ups, and system demos.
• Track progress towards the release of a product
• Drive mobile digital omnichannel customer engagement based on customer preference and omnichannel strategies.
• Ensure a consistent and delightful customer experience across all digital touchpoints of the Shoprite customer journey.
• Provide input and support into the strategic customer experience improvements that help drive customer acquisition, customer retention and conversion.
• Actively promote and advocate product features and customer-first product design.
• Adhere to and improve customer service levels across businesses and service.
• Provide integrated reporting and feedback.

Qualifications and experience:

• Degree in Business, IT, Engineering, Marketing, or a related field (essential).
• Certified Product Owner / certified SAFe Product Owner (essential).
• +4 years experience in a Product Owner role, working in an agile team with proven success launching new product features and translating business strategy and analysis into successful consumer products (essential).
• Experience collaborating across multi-disciplinary teams to deliver projects (essential).
• Strong understanding and experience with analytics and big data (essential).
• Commercial experience in digital led business development environment (essential).
• Customer user and loyalty experience (essential).
• Knowledge of legal compliance (POPIA, Electronic Information Act, etc.) (essential).
• General marketing or retail experience (desired).
• Exposure to the African digital market and customers (desired).

Key competencies and work ethic:

• Independent, motivated self-starter with a focus and determination to persevere in a challenging, fast paced environment to achieve high-quality results.
• Excellent problem-solver and analytical thinker with the ability to focus on whats most important, balance technical constraints, maximise product value and deliver a differentiated product.
• Strong product focus with end-to-end product optimisation Ability to translate market and customer feedback into product requirements, driving product delivery through an agile release process while collaborating across development and product management. Brings expertise to manage product requirements and deliver product optimisation.
• Customer focused Passionate about creating value for customers. Translates customer needs into meaningful experiences, taking a proactive approach to anticipating future customer needs.
• Business acumen Good understanding of company business models, goals, and strategies and how they impact on commercial viability and profitability.
• Collaborative partner Lives the company values and contributes positively to team dynamics; builds strong relationships and partnerships while managing stakeholder expectations; knows when / how to include different parties.
• Stakeholder engagement and influencing skills Works collaboratively with stakeholders to resolve roadblocks to ensure results are delivered. Aligns and motivates teams and stakeholders behind the product vision and strategy. Strong understanding of the modern product management mindset.
• Leadership skills Challenges when required and ensures the team has full clarity on objectives, priorities, and the reasons why; deals with conflicts or roadblocks independently while contributing to mentoring junior product owners as required.
• Communication skills Strong communicator - able to deliver clear, professional, and confident presentations in formal and informal settings; produces clear, to the point written communication.
• Is curious and adaptable, finds agile and rapid ways of implementing innovative solutions fast. High degree of comfort with ongoing technological and organisational change.

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Key purpose:

• As a recognized authority in Financial Services such as account payments, money transfers, airtime, mobile payments, card payments, etc. to retail customers, the FinTech Solution Architect strategically advises and shapes requirements for Financial Services and creates high quality data, application and technology architectures in support of the business requirements and leads the realization of the design into the final solution implementation. Deep subject matter knowledge of high transaction volume systems (FinTech, digital and alternative payment technologies, etc.), technical knowledge of Cloud architectures and security is essential.

Duties and responsibilities:

• Produce viable and cost-effective data, application and technology architectures and designs for FinTech functional and non-functional requirements in line with architecture standards within the agreed deliverable timelines. 
• Serve as the primary solution architecture and design authority for all project and operational stakeholders, and ensure architecture quality across all solutions that enable the FinTech business domain. 
• Contribute to solution architecture and design standards and SDLC governance requirements.
• Develop and maintain an understanding of the business strategy and business priorities for FinTech services. 
• Develop company FinTech landscape roadmap and blueprints in line with the strategic business direction. 
• Analyse and understand FinTech business requirements and translate the requirements into the most effective solution architecture with minimal customization and/or advise on suitable solution alternatives. 
• Engage all stakeholders to obtain agreement on proposed FinTech solutions and work closely with business stakeholders, external service providers, Business Analysts, System Designers, Analyst Developers and Project Managers to architect and implement FinTech solutions. 
• Create business, data, application and technology architectures and designs using the appropriate modeling techniques and methodologies for the FinTech business domain in the enterprise architecture repository in line with architecture principles. 
• Keep abreast of the latest FinTech trends and emerging technologies, identify and analyze architecture best practices, determine the potential impact on the enterprise, and drive adoption as deemed appropriate.
• Partner with the Domain Architect and other Solution Architects in support of the definition and development of the overall retail solution landscape. 
• Ensure that applicable architecture and design reviews are conducted for all FinTech solutions in line with the defined IT governance and processes. 
• Provide architectural oversight and guidance to delivery teams during the detailed design, build, test and deploy phases that conform to architecture principles and standards.
• Be clearly identified as the senior design authority as it relates to the FinTech business domain and provide technical guidance and leadership in solution proposals, RFIs, RFPs, and project teams. 
• Partner with the Enterprise Architect and other Solution Architects in support of the definition and development of the overall retail solution landscape. 
• Detect critical deficiencies in the FinTech architectures and recommend improvements. 
• Review external and internal designs for FinTech systems from a risk and technology perspective 
• Mentor senior developers / designers / business analysts to become Solution Architects.
• Maintain and manage FinTech related architecture artifacts in the Enterprise Architecture repository and ensure that the content is effectively organized and controlled so as to maintain architectural consistency. 
• Contribute to the definition of a framework for Solution Architecture and the policies, procedures and templates that guide and govern Solution Architecture processes. 
• Contribute to the development of architecture principles and compliance criteria to guide technology decisions. 
• Contribute to the development of solution modeling standards and guidelines. 
• Define a set of metrics to measure and report on the performance of the various solution architecture processes.

Qualifications and experience:

• Degree in Information Systems / B Sc Computer Science (or similar)
• Working experience within the IT industry - 7-10 yrs
• Experience with all aspects of IT projects from business analysis, architectures, system analysis and design through development, testing, implementation, and production support (SDLC) - 5+ yrs
• Excellent design and architecture skills and proven track record delivering well designed complex enterprise class systems - 5+ yrs
• Experience in delivering solutions in an Agile project environment - 2-3yrs
• Identification and formulation of solution architecture and solution alternatives and their assessment - 5+ yrs
• Experience architecting and developing n-tier applications using multiple programming languages and paradigms - 5+ yrs
• Demonstrated expertise in a variety of application development methodologies and practices - 5+ yrs
• Lead a team through an architectural development process and collaborate with application development teams, architects and other members of the software development team - 2-3 yrs
• Experience with current research and standards in Solution Architecture - 2-3 yrs
• Experience implementing solutions in an architecture capacity in the FinTech industry - 5-10 yrs
• Experience in architecting FinTech solutions from a security perspective - 3-5yrs
• Experience in architecting payment platforms and supporting technologies - 3-5yrs
• Finance or treasury background - 1-3yrs
• Experience in defining and documenting reconciliation in line with set standards - 1-3yrs
• Retail banking experience - 1-3yrs
• Retail industry experience with an understanding of retail business processes - 2-3 yrs
• Experience and exposure to utilise commercial payment gateways for online payments - 1-3yrs
• Experience in alternative payment methods such as QR Code, token and NFC - 1-3yrs

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Key purpose:

• This is an exciting opportunity for you to join our dynamic team of Business Analysts at The company. You will be part of delivering business and technology solutions across the company Group to some of the most recognised South Africa Retail brands and youll do it by working on the best of breed of technologies. Were proud to be publicly recognised as a largest private sector employer in South Africa and leading employer in Africa. We focus on attracting, developing and retaining a loyal and committed workforce, dedicated to the Groups culture and organisational objectives. This role plays an instrumental role across business and delivery teams to ensure that solutions are delivered according to the business requirements considering cost, user and organisation benefit. The nature of projects in this role are generally across domains, high profile and complex in nature demanding expert business, process and technology perspectives and recommendations.

Duties and responsibilities:

• Perform high-level analysis activities in the CE cycle (assisting to unpack Features, identify high-level impacts and dependencies etc.) at a Senior / Specialist proficiency level.
• Understand, analyse and identify areas for improvement in the current business environment and across other shared process/system business environments.
• Operate confidently within and make contributions where appropriate to business strategy, current trends and developments in the retail industry.
• Operate confidently within the multiple domains, integrated systems and operational processes and make relevant connections across domains. Consider the enterprise wide solutions and impacts. Handle new domains with the same confidence as familiar domains.
• Operate confidently within multiple current and potential integrated systems and E2E business processes.
• Analyse, understand and take a new perspective on customers (Internal and external) and multiple domain impacts through the use of user journeys, research and/or spending time in the various operational areas.
• Collaborate with user stakeholders in the identification and documentation of user requirements.
• Assess and document the business implication of user requirements to the business process involved.
• Propose and document process improvements where appropriate and provide alternatives / options.
• Assess risks, costs and potential benefits of alternative business process designs.
• Define business rules and guide the implementation of these rules in the development of the various application systems.
• Devises, initiates and drives effective change initiatives in own area or department as well as across functional area.
• Taking ownership to provide knowledge within specific area and identify possible improvement within the team. This includes interviews, presentations and workshop facilitations with both business & IT.
• Works closely with Architects, Designers and Business stakeholders to evaluate suggested solutions.
• Advise on alternatives presented by the technical designers and providing recommendations regarding the business design.
• Lead others to advance objectives of the organisation.
• Influencing stakeholders (within IT and Business) to consider solutions which will work best for the business.
• Persuade stakeholders to change practises and consider other alternatives.
• Coaching and mentoring for the Junior and Intermediate BA resources on business analysis processes and delivery.
• To build and maintain a trust relationship with business users and IT stakeholders by ensuring solutions are delivered as promised and providing the necessary support and making recommendations.
• Liaising with business stakeholders, IT disciplines and the delivery teams.
• Collaborating with all disciplines and benchmarking value adding solutions.
• Evaluate and improve solution assessment and validation.
• Eliciting and analysing cultural, business and organisational constraints effecting options for change.
• Continuously support the business environment and provide recommendations for improvement
• Thinking partner and ambassador for the business.
• Able to manage vendor relationships where projects involve third parties
• Strong commitment to organisational objectives and ensuring high quality delivery on work.
• Take responsibility for the timelines within the project plan, of the business analysis effort related to a project.
• Ensuring costs are monitored and users and the organisation benefit.
• Operate at an Expert level in terms of methods used to analyze and benchmark business cases, which will align with the business strategies of the organisation (including feasibility and business benefits).
• Research and identify opportunities to improve the business' offering and add value to our customers through the solutions we provide.
• Drive / shape input into the scope of solution and ensure understanding of scope by business user.
• Deploy appropriate techniques to elicit and analyse business problems and translate them into business needs.
• Assess technical solutions and business processes against business requirements.
• Lead in the mapping out of data conversion and reporting requirements.
• Drive the change management barriers impacting User Acceptance Testing.
• Produce fit-for-purpose specification documents for business requirements and processes using appropriate tools, while following the guidelines and standards for analysis artefacts.
• Assist to solve & mitigate project risks.
• Liaise across teams to co-ordinate interdependencies and resolve issues.
• Actively contriute in the development of the BA practice within the organisation.
• Act as an SME in Communities of Practice to learn from the community and share knowledge and expertise with the community.
• Contribute to improving ways of work for the BA community, with specific focus on how to improve alignment, output, driving and influencing standards and quality.
• Creates a sense of team spirit by encouraging harmony, co-operation and communication.
• Communicates proactively and encourages others to share their views. Consults others when decisions need to be made.
• Develops and openly communicates self-insight such as an awareness of own strengths and weaknesses and what may come naturally or less naturally to them.
• Demonstrates detailed and comprehensive knowledge of own area, and is recognised as an expert by people across the organisation. Maintains a comprehensive knowledge of related external issues and knows about research and upcoming developments.
• Develops own technical skills and knowledge by looking out for opportunities to engage in continual professional development.
• Finds out about the activities of a wide range of other departments in the organisation and how they should work together as a system.
• Pro-actively apply and live-out the IT Values defined for:
• Collaboration - One Team
• Delivery - we get things done
• Innovation - invent and simplify
• Integrity - we do the right things right
• Quality - we do I.T. well
• Recognition - we value you
• Stewardship - looking after today for tomorrow

Qualifications and experience:

• Degree with 5 to 8 years related experience.
• Advanced BA certification, CBAP, AAC or similar
• Experience working within all aspects of the Software Development Life Cycle (SDLC).
• Business Process Management experience
• Excellent communication, both written and verbal
• Excellent relationship management and collaboration skills
• Good planning and time management skills
• Willingness to coach and mentor junior team members
• Good business and IT acumen
• Self-starter, with a can-do attitude
• Customer focused
• Analytical thinking
• Decision making
• Results driven
• Facilitation or Coaching qualification / experience
• Business understanding of the broader retail industry
• Aris experience

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Key purpose:

• The purpose of the Business Analysis Practice Lead role is to enable and accelerate business analysis capability within the group, partnering with the Business Analysis Practice Manager to ensure the BA community have the required knowledge, skills and understanding to perform their roles efficiently while ensuring the function remains fit-for-purpose and future ready.

Duties and responsibilities:

• Deliver the BA Development Program including planning, developing and executing training curriculum for the participants of the program.
• Develop and deliver learning interventions tailored to the specific needs of the BA community.
• Coach business analysts on methods used to analyse and benchmark business cases, ensuring these align with the business strategies of the organisation (including feasibility and business benefits).
• Coach business analysts to drive / shape input into the scope of solution and ensure understanding of scope by business user.
• Coach and mentor BA's in BA tools, standards, best practices, processes and delivery.
• Quality assure BA deliverables and coach individuals and teams regarding any quality issues identified.
• Act as an SME in CoPs to share knowledge and expertise with the community.
• Create the necessary organisational structures and processes for the sharing of knowledge and expertise. Position knowledge sharing as an organisational priority.
• Foster collaborative partnerships between business stakeholders, delivery teams, architecture and the BA community.
• Promote and drive the adoption of best practices and cultivate a culture where stakeholders are encouraged to change and embrace new practices and consider alternatives.
• Assist to identify development needs across the BA teams and ensure individuals and teams are aware of the resources available for their learning and development. Connect individuals and team with learning and development contacts.
• Engage in industry wide and cross-industry discussions and events, seeking to advance own and the organisations current and future thinking.
• Support the rollout of new initiatives, ways of working or modelling practices generated and deployed by the BA Practice.
• Support with identifying, attracting and recruiting high calibre talent.
• Act as a responsible corporate citizen and member of the Shoprite Technology team.

Qualifications and experience:

• Degree or Diploma in Information Technology or a related field (essential).
• Business Analysis certification at an advanced level (CBAP, AAC) or similar (essential).
• +6 years experience in a Lead or Senior Business Analyst role with a strong technical background, proven track record of successful delivery in a BA environment and extensive experience working within all aspects of the Software Development Life Cycle (SDLC) (essential).
• Demonstrated experience executing large-scale and complex projects from conception to implementation (essential).
• Comprehensive knowledge and experience of Agile and Design methodologies with success employing these in a pragmatic way to achieve business outcomes (essential).
• Strong coaching and facilitation skills and experience with a suitable related qualification (essential).
• Retail industry experience (essential).

Key competencies and work ethic: 

• Agile mindset Embodies an Agile Business Analysis mindset. Is value focused and guided by Lean-Agile principles with a solid understanding and application of design thinking and process optimisation to remove waste from the process.
• Motivated self-starter with strong integrity, energy and drive and a passion for business analysis.
• Analytical and critical thinker - Able to collect, organise and assimilate disparate and multiple pieces of complex data to guide decision-making. Deals comfortably with ambiguity and able to quickly analyse a situation and organise the team around a solution.
• Decisive with strong organising and prioritisation skills, doing whatever is necessary to deliver on outcomes especially when multiple trade-offs are involved, and fast decisions are required. Works smartly, efficiently and effectively. Stayson topof the detail while prioritisingand delivering urgent and important tasks.
• A change agent - Energised by working both independently and interdependently within the SDLC and across functions.
• Personal influence and demonstration of strong leadership in service of positive outcomes, products, people and processes. Promotes a collaborative approach and enables high performing teams while building methodologies and embedding practices that delivers value.
• Coaching skills Coaches teams to collaborate; provides constructive feedback, instruction, and development guidance to help others excel and deliver value. Shares knowledge and expertise openly and freely.
• Collaborative partner with good negotiation skills Able to work independently and collaboratively. Builds credibility quickly while able to establish strong networks and relationships internally and externally. Manages conflict and challenges well and understands how to drive a high level of focus and achieve agreements
• Communication skills Communicates effectively while being able to convert complex concepts into well-articulated verbal, written and visual messages to non-technical and business audiences.
• Business acumen Understands business principles in the retail environment, what the key processes, issues and risks are that drives success; and how they impact on commercial viability and profitability.
• Ability to work under pressure and navigate periods of high demand in a fast-paced environment.

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Key purpose:

• To ensure the proper functioning of our company's erwin suite of products, (erwin Data Modeler and Data Intelligence) for data modeling and metadata management. This hands-on position will ensure the daily functioning of these environments in respect of access, performance and storage management. The scope includes ensuring the solutions are healthy and is used according to architectural standards and configuration specifications. To ensure the technical and architectural integrity of the system environments and its repositories, extract database schema information and metadata from various source databases as well as the publishing of DDLs to development environments and enable the use and maintenance of an enterprise data glossary. This position will work with data modelers and architects to ensure their knowledge assets are properly crafted, reviewed, stored and accessed. The position will report to the Architecture Practice Manager and work closely with the Data Domain Architect This is a specialist position and entails detailed system knowledge.

Duties and responsibilities:

• Support, administrate and maintain the enterprise modeling and metadata management capabilities using erwin Data Modeler and erwin Data Intelligence
• Ensure the usability and value of the company metadata and models
• Support the Data Architecture capability and data practice at Enterprise level
• Ensure system health and the pro-active management of system resources to ensure that performance, access and storage NFRs are adhered to
• Perform technical configuration, administration and management of erwin landscape to support a multi-user environment.
• Setup and configure the various erwin landscapes (erwin DM and erwin DI) etc.
• Understand, test, validate and manage new versions and upgrade of all related modelling tools from Beta testing to productionizing of the modelling environment
• Perform housekeeping activities such as consolidating objects, checking model structures and modelling compliance.
• Apply the necessary governance in the erwin suite to ensure adequate security and architectural control
• Manage the extraction of metadata and model structures from various sources
• Ensure database schemes are extracted from various source systems and enable reverse engineering of databases into ERDs
• Extract metadata from various sources using erwin ODBC connectors
• Ensure proper process and governance is in place and followed
• Maintain the metadata and data model repository
• Ensure the integrity of all logical and physical models as well as the extraction and enrichment of metadata across the data architectural landscape in the erwin solution sets.
• Manage and ensure the integrity and quality of the metadata repository
• Conduct checks on models to ensure technical compliance.
• Ensure erwin landscape integrity by identifying and resolving inappropriate objec occurrences, unnecessary or duplicate models, redundancies, and erroneous model development.
• Ensure modelling system processes are adhered to and technical aspects are performed.
• Enable and use reference artefacts like standards and templates to ensure a consistent modelling approach
• Ensure models are published and are accessible to the various stakeholders
• Assist in establishing the required capabilities / resources in the modelling community.
• Ensure user access correct access to the right people
• Able to report on system health and other management information
• Ensure DDLs are generated from physical data models and deployed to various development environments either manually or using Bitbucket
• Enable data sharing between erwin Data Modeler, Data Intelligence and other systems using APIs
• Ensure metadata and data models get published in accordance with the needs of the data management function and architectural principles
• Review integration / consolidation of models for the company
• Monitor compliance of user modelling to modelling standards.
• Develop and provide management reports of the erwin landscape according to management requirements
• Facilitate the setting of data modelling standards and associated metamodel adherence
• Ensure server and system maintenance tasks are successfully executed and monitored (memory, disk space, backups, etc.). Ensure system health and the pro-active management of system resources to ensure performance, access and adequate storage. Manage updates and patches
• Recover databases in the event of data corruption, crashes or on request.
• Budget and plan growth in erwin landscape deployment to support company demand on data modeling and metadata management needs
• Ensure erwin landscape support and maintenance are timeously renewed and that the package vendor invoices are correct.
• Reduce bottlenecks in data model integration, consolidation and releases
• Ensure there are sufficient back-ups and redundancy

Qualifications and experience:

• Diploma or Degree qualification in Information Systems Or Experienced erwin Repository Manager with minimum 5 years experience
• Honours degree with focus in Information Management
• Strong analytical skills with attention to detail
• Excellent team-working and interpersonal skills
• Strong communication and relationship building skills
• Development of engaging presentation materials
• Excellent verbal and written communication skills
• Good facilitation skills
• Administering data modelling and metadata management tools and licensing, user permissions
• Retail industry business processes and systems
• Administering erwin landscape tools and licensing, user permissions
• Experience as a data analyst/information data architect
• Experience with distributed management and analytics in cloud and hybrid environments. Also, an understanding of a variety of data access and analytics approaches and data system life cycle methodologies

Job related skills:

• Strong analytical skills with attention to detail
• Excellent team-working and interpersonal skills
• Strong communication and relationship building skills
• Development of engaging presentation materials
• Excellent verbal and written communication skills
• Good facilitation skills

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Key purpose:

• As a recognized Information and Cyber Security authority the Information Security Architect collaborates on Information Security standards & controls and creates robust security architectures in support thereof and leads the realization of the security architecture into the target environments to secure the enterprises information assets. Extensive subject matter knowledge of Information Security and Cyber Security is essential.

Duties and responsibilities:

• Create information security architectures and designs to secure enterprise information assets in line with architecture standards.
• Serve as the primary Information Security architecture authority for all project and operational stakeholders, and ensure secure architecture across all solutions and technology landscapes.
• Lead the creation of Information Security architecture and design patterns and standards, and contribute to SDLC governance standards as required to secure the enterprises information assets.
• Develop and maintain an understanding of the business strategy, business priorities and the overall enterprise Information Security Management System (ISMS).
• Develop Company Information Security roadmap and blueprints in line with the strategic business direction.
• Determine security requirements by evaluating business strategies and requirements, researching Information Security standards and technologies, evaluating network and security technologies, collaborating on security and vulnerability analyses and risk assessments of on-premise, cloud and 3rd party hosted environments, and monitoring changes in laws, regulations (e.g PCI DSS, POPI, etc).
• Translate security requirements into effective Information Security architectures and designs to secure enterprise information assets in line with the requirements.
• Engage all stakeholders to obtain agreement on proposed information security solutions and work closely with business stakeholders, IT Compliance, IT Security operations, Business Analysts, Developers, Testers and Project Managers to architect and implement information security solutions.
• Create business, data, application and technology architectures and designs using the appropriate modelling techniques and methodologies for Information Security in the enterprise architecture repository in line with architecture principles.
• Keep abreast of the latest Information and Cyber Security trends and emerging technologies, identify and analyze architecture best practices, determine the potential impact on the enterprise, and drive adoption as deemed appropriate.
• Be clearly identified as the senior design authority as it relates to Information and Cyber Security and provide technical guidance and leadership in solution proposals, RFIs, RFPs, and project teams.
• Partner with the Enterprise Architect and other Solution Architects in support of the definition and development of the overall retail solution landscape.
• Detect critical Information and Cyber Security deficiencies in solution architectures and recommend improvements.
• Work with Project Managers, IT Team Leaders, and external service providers to drive projects to successful implementation.
• Review external and internal designs of solutions and technologies from an Information and Cyber Security risk perspective.
• Ensure applicable Architecture and Design reviews are conducted in line with Information and Cyber Security requirements and the defined IT governance and processes.
• Provide architectural oversight and guidance to development teams to ensure secure solutions during the detailed design, build, test and deploy phases that conform to architecture principles and standards.
• Provide input into Information Security standards, policies, and procedures for emerging threats.
• Maintain and manage Information and Cyber Security related architecture artefacts in the Enterprise Architecture repository and ensure that the content is effectively organized and controlled so as to maintain architectural consistency.
• Contribute to the definition of a framework for Solution Architecture and the policies, procedures and templates that guide and govern Architecture processes.
• Contribute to the development of architecture principles and compliance criteria to guide technology decisions.
• Contribute to the development of solution modelling standards and guidelines.

Qualifications and experience:

• Degree in Information Systems / B Sc. Comp. Science (or similar)
• Working experience within the IT industry - 10 yrs
• Leadership role in an IT Security environment - 5 yrs
• Experience with IT projects from a Security architecture and design perspective (SDLC) - 5+ yrs
• Hands-on experience with cloud applications, infrastructures and public cloud providers (AWS - required, Azure - required, GCP - desirable) - 2-3 yrs
• Knowledge of various architecture frameworks including TOGAF and Zachman frameworks (TOGAF certification would be a distinct advantage) - 2-3 yrs
• Demonstrable knowledge of Security Architectures and familiarity with various architecture viewpoints (business, applications, data, and technology architectures) is required - 2-3 yrs
• Extensive experience in Information Security and/or IT risk management with a focus on security, performance and reliability - 5+ yrs
• Solid understanding of common security services and implementations including security protocols, cryptography, authentication, authorisation, network security intrusion and exfiltration prevention tools - 5+ yrs
• Experience implementing multi-factor authentication, single sign-on, identity management or related technologies - 5+ yrs
• Experience in Information Security regulatory frameworks eg. PCI DSS, POPI, GDPR - 5 + yrs
• Experience in relevant National Institute of Standards and Technology (NIST) standards - 5 yrs
• Experience in ISO27001/2 Framework specifications for a framework of policies and procedures that include all physical and technical controls involved in an organizations risk management - 5 yrs
• Experience in implementing, using and administering EA tools and EA meta-model definition (ARIS Preferable/ or Sparx Enterprise Architect) - 3+ yrs
• Experience in developing and implementing IT architecture plans, Enterprise Information Architecture standard and guidelines, software development methodologies and strategic plans - 3+ yrs
• Mentoring others to improve skills - 3+ yrs
• Strong leadership skills to indirectly manage across functional teams toward common solutions - 3+ yrs
• Strong facilitation skills to engage subject matter experts to define data requirements and conduct data modelling design reviews with project teams - 3+ yrs
• Retail industry experience with an understanding of retail business processes and the information and data requirements of these processes - 5+ yrs

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Key purpose:

• As a recognized authority in applying a product-centric approach, the API Architect designs API Products using a multilayered service centric approach to orchestrate multiple APIs and combine data to form new Digital Products that are powered by APIs. The API Architect applies an API-First principle and a product mindset to strategically architect the enterprises API landscape where APIs are viewed as full-fledged discrete digital products, rather than integrations between systems. Deep subject matter knowledge of omni channel architectures, experience APIs, process APIs, system APIs, microservices, headless architectures, and cloud architectures are essential.

Duties and responsibilities:

• Create data, application and technology architectures and designs for enterprise APIs inclusive of non-functional requirements in line with architecture standards.
• Serve as the primary solution architecture and design authority for enterprise APIs for all project and operational stakeholders and ensure architecture quality across all solutions that enable the enterprise across various business domains.
• Contribute to solution architecture and design standards and SDLC governance requirements.
• Develop and maintain an understanding of the business strategy and business priorities for service enabling APIs and platforms.
• Develop company service enabling API products and platforms landscape roadmap and blueprints in line with the strategic business direction.
• Analyse and understand business requirements and translate the requirements into the most effective solution architecture with minimal customization and/or advise on suitable solution alternatives that support.
• Engage all stakeholders to obtain agreement on proposed solutions and work closely with business stakeholders, Business Analysts, System Designers, Analyst Developers and Project Managers to architect and implement enterprise services such as Customer, Product and Marketing to name a few.
• Create business, data, application and technology architectures and designs using the appropriate modeling techniques and methodologies for the various business domains in the enterprise architecture repository in line with architecture principles.
• Keep abreast of the latest trends and emerging technologies, identify and analyze architecture best practices, determine the potential impact on the enterprise, and drive adoption as deemed appropriate.
• Be clearly identified as the senior design authority as it relates to the enterprise experience layers and provide technical guidance and leadership in solution proposals, RFIs, RFPs, and project teams.
• Partner with Enterprise Architects and other Solution Architects in support of the definition and development of the overall retail solution landscape.
• Detect critical deficiencies in the service enabling digital products and platform architectures and recommend improvements.
• Work with external service providers to drive projects to successful implementation.
• Review external and internal designs for service enabling digital products and platforms systems from a risk and technology perspective
• Ensure applicable Architecture and Design reviews are conducted for service enabling digital products and platforms solutions in line with the defined IT governance and processes.
• Provide architectural oversight and guidance to development teams to ensure high-quality technical solution designs during the detailed design, build, test and deploy phases that conform to architecture principles and standards.
• Mentor senior developers / designers / business analysts to become Solution Architects.
• Maintain and manage the service enabling digital products and platforms related architecture artifacts in the Enterprise Architecture repository and ensure that the content is effectively organized and controlled so as to maintain architectural consistency.
• Contribute to the definition of a framework for Solution Architecture and the policies, procedures and templates that guide and govern Solution Architecture processes.
• Contribute to the development of architecture principles and compliance criteria to guide technology decisions.
• Contribute to the development of solution modeling standards and guidelines.
• Define a set of metrics to measure and report on the performance of the various solution architecture processes.

Qualifications and experience:

• Degree in Information Systems / B Sc Computer Science (or similar)
• Working experience within the IT industry - 7-10 yrs
• Experience with all aspects of IT projects from business analysis, architectures, system analysis and design through development, testing, implementation, and production support (SDLC) - 5+ yrs
• Excellent design and architecture skills and proven track record delivering well designed complex enterprise class systems - 5+ yrs
• Experience in delivering solutions in an Agile project environment - 2-3yrs
• Identification and formulation of solution architecture and solution alternatives and their assessment - 5+ yrs
• Experience architecting and developing n-tier applications using multiple programming languages and paradigms - 5+ yrs
• Demonstrated expertise in a variety of application development methodologies and practices - 5+ yrs
• Lead a team through an architectural development process and collaborate with application development teams, architects and other members of the software development team - 2-3 yrs
• Experience with current research and standards in Solution Architecture - 2-3 yrs
• Experience implementing solutions in an architecture capacity in the FinTech industry - 5-10 yrs
• Experience in architecting FinTech solutions from a security perspective - 3-5yrs
• Experience in architecting payment platforms and supporting technologies - 3-5yrs
• Finance or treasury background - 1-3yrs
• Experience in defining and documenting reconciliation in line with set standards - 1-3yrs
• Retail banking experience - 1-3yrs
• Retail industry experience with an understanding of retail business processes - 2-3 yrs
• Experience and exposure to utilise commercial payment gateways for online payments - 1-3yrs
• Experience in alternative payment methods such as QR Code, token and NFC - 1-3yrs

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Key purpose:

• The purpose of the Business Analyst III role is to strategize and facilitate effective and competitive business processes by eliciting, analysing, validating, and documenting business organisational and/or operational requirements, providing cost-benefit analysis, suitable alternatives and recommendations. The role conducts market analyses, analysing both product lines and the overall profitability of the business while developing and monitoring data quality metrics, ensuring business data and reporting needs are met. The role also provides technical leadership on the improvement of quality, standards, and processes by ensuring that efficient and cost-effective business solutions and processes are in place to address current to long term (>1 year) business needs/requirements. Business decisions in this space will come to fruition within 1-3 years. This role plays an instrumental role across business and delivery teams to ensure that solutions are delivered according to the business requirements considering cost, user and organization benefit. The nature of projects in this role are generally across domains, high profile and complex in nature demanding expert business, process and technology perspectives and recommendations.

Duties and responsibilities:

• Understand, analyse and identify areas for improvement in the current business environment and across other shared process/system business environments.
• Operate confidently within and make contributions where appropriate to business strategy, current trends and developments in the retail industry.
• Operate confidently within the multiple domains, integrated systems and operational processes and make relevant connections across domains. Consider the enterprise wide solutions and impacts. Handle new domains with the same confidence as familiar domains.
• Operate confidently within multiple current and potential integrated systems and E2E business processes.
• Analyse, understand and take a new perspective on customers (Internal and external) and multiple domain impacts through the use of user journeys, research and/or spending time in the various operational areas.
• Collaborate with user stakeholders in the identification and documentation of user requirements.
• Assess and document the business implication of user requirements to the business process involved.
• Propose and document process improvements where appropriate and provide alternatives / options.
• Assess risks, costs and potential benefits of alternative business process designs.
• Define business rules and guide the implementation of these rules in the development of the various application systems.
• Taking ownership to provide knowledge within specific area and identify possible improvement within the team. This includes interviews, presentations and workshop facilitations with both business & IT.
• Works closely with Architects, Designers and Business stakeholders to evaluate suggested solutions.
• Advise on alternatives presented by the technical designers and providing recommendations regarding the business design.
• Lead others to advance objectives of the organisation.
• Influencing stakeholders (within IT and Business) to consider solutions which will work best for the business.
• Persuade stakeholders to change practises and consider other alternatives
• Coaching and mentoring for the BA I and BA II in BA tools and processes and delivery.
• To build and maintain a trust relationship with business users and IT stakeholders by ensuring solutions are delivered as promised and providing the necessary support and making recommendations.
• Liaising with business stakeholders, IT disciplines and the delivery teams.
• Collaborating with all disciplines and benchmarking value adding solutions.
• Evaluate and improve solution assessment and validation.
• Eliciting and analysing cultural, business and organisational constraints effecting options for change.
• Continuously support the business environment and provide recommendations for improvement
• Thinking partner and ambassador for the business.
• Lead multiple stakeholders across several departments.
• Able to manage vendor relationships where projects involve third parties
• Strong commitment to organisational objectives and ensuring high quality delivery on work
• Ensuring costs are monitored and users and the organisation benefit
• Operate at an Expert level in terms of methods used to analyse and benchmark business cases, which will align with the business strategies of the organisation (including feasibility and business benefits).
• Research and identify opportunities to improve the business' offering and add value to our customers through the solutions we provide.
• Drive / shape input into the scope of solution and ensure understanding of scope by business user.
• Deploy appropriate techniques to elicit and analyse business problems and translate them into business needs.
• Assess technical solutions and business processes against business requirements.
• Lead in the mapping out of data conversion and reporting requirements.
• Drive the change management barriers impacting User Acceptance Testing.
• Produce fit-for-purpose specification documents for business requirements and processes using appropriate tools, while following the guidelines and standards for analysis artefacts.
• Solve & mitigate project risks.
• Liaise with other project areas to co-ordinate interdependencies and resolve issues
• Actively lead and guide in the development of the BA practice within the organisation.
• Act as an SME in CoPs to learn from the community and share knowledge and expertise with the community.
• Lead and guide to improving ways of work for the BA community, with specific focus on how to improve alignment, output, driving and influencing standards and quality

Qualifications and experience:

• Degree or Diploma in Information Technology or a related field (essential).
• Business Analysis certification at Advanced level (ECBA, CCBA), FTI certification or similar (desired).
• +6 years experience in a Business Analyst role with a strong technical background, proven track record of successful delivery in a BA environment and extensive experience working within all aspects of the Software Development Life Cycle (SDLC) (essential).
• Experience should include one or more of the following functional areas (essential): Human Resources, OK Franchise Division, Financial Services, ECommerce, Utilities, Platform and Engineering, Stores, Contact Centre and Information Security Defence.
• Strong IT and process modelling skills (essential).
• Strong understanding of agile development, servers, databases and networking (essential).
• Exposure to SAP and relevant modules (per functional areas) (preferred).
• Good business acumen along with strong business understanding of the broader retail industry (desired).

Key competencies and work ethic:

• Expert business analysis skills - enabling change by defining needs and recommending solutions that deliver value to stakeholders.
• Decisive with strong problem-solving skills Integrates multiple and complex data sources to apply sound judgment; applies retail insights and knowledge to manage the division in a competitive, volatile trading and shopper landscape.
• Good business acumen and enterprising thinking, able to operate comfortably within business strategy, current trends and developments in the retail industry, whilst identifying and understanding key business and commercial issues impacting on and contributing to the success, profitability or improvement of the organization.
• Leadership skills - Natural leader with the ability to easily establish trust-based relationships; coaching, mentoring and directing others to reach individual and team goals, delivering end-to-end business solutions in a collaborative and professional manner.
• Efficiently planning, organising and coordinating Able to timeously and efficiently prioritise and execute multiple and competing demands in a fast-paced environment, whilst coordinating people to ensure best use of time and resources to manage deliverables and deadlines.
• Ability to work in a high-volume, high-pressured environment and deliver high productivity, organising, prioritising, and reordering workload, implementing change in a fast-moving environment.
• Strong technical aptitude with a passion and excitement for applying IT systems or tools, new technologies and solutions and its range of possibilities to increase effectiveness within a functional area and derive value for the business.
• Team player and collaborative partner Builds strong relationships with stakeholders while working collaboratively across work teams and projects. Open, honest and direct, comfortable giving and receiving constructive feedback. Thinks and acts independently as well as collaboratively.
• Is customer focused and understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met.
• Results-driven and quality focused Efficiently executes tasks and priorities, setting stretch goals for self, while remaining focused and working tenaciously towards meeting and exceeding expectations within quality standards. Strong commitment to quality and delivering a thorough approach to work.

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Responsibilities:

• Proficient in modern programming languages with a focus on Python and Django REST
• Some experience in Software Testing
• Some experience in Wordpress
• A well-grounded knowledge of source control. Extra brownie points for GIT
• An understanding of OOP, MVC, DDD, and other software development patterns
• Sufficient exposure in working with MVC frameworks such as Rails, Cake, codeignitor, Zend, Django, Flask
• Experience in agile or other development methodologies
• Familiar with SOA (Micro Services) and Rest API
• Experience in working with & building REST APIs
• Articulate with Good interpersonal relationship skills
• Ability to work with a diverse array of people with different values and concerns
• Ability to work under pressure

Minimum Requirements:

• 2 5 years Software Development experience
• A basic understanding of Version Control
• Experience with Python,Django, Javascript
• Front-end exposure
• Experience with modern Frameworks
• Fast committed earning abilities
• A bonafide passion for software engineering

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Requirements:

• Development experience with .Net/.Net Core, C#, ASP.Net MVC
• HTML, JavaScript, Typescript, React, CSS, SCSS
• Knowledge of MSSQL Server, TSQL
• Exposure to Azure beneficial
• BSc Computer Science/BEng
• 5+ Years Development Experience

Responsibilities:

• Display adequate proficiency in required technology stack.
• Attend to technical implementation issues.
• Ensure familiarity with project reference architecture. Identify gaps and work with team to update.
• Transfer technical and agile process knowledge to team members.
• Ensure that tickets are up to date and that you move your tickets in terms of status and comment on the ticket where relevant.
• Take ownership of stories, tasks and all related development activities to complete the assigned work.
• Manage assigned story and task statuses, comments and updates from start to finish.
• Ensure pull requests are reviewed and that the changes are applied to the test environment as expected.
• Pro-actively follow up with QA to ensure your work is complete and that all bugs
  have been addressed.
• Adhere to good technical practices which include: unit testing, integration testing,
  dependency injection, monitoring and logging
• Identify practices that aren't effective and suggest changes
• Review pull requests as highest priority and participate by commenting and asking clarifications.
• Deploy approved changes to target environments.
• Own the build and release configuration or process.
• Fix builds broken as a result of your pull requests
• Execute on development tasks in line with the Technical Lead/Architect's solution and the team's project planning activities.
• Where required take responsibility for defining the solution for a specific feature.

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Responsibilities:

• You will be primarily responsible for the development and maintenance of various frontend webapps which are integrated closely with the company messaging platform used by 5m users each month and growing quickly. 
• You will work closely with the backend team to deploy and troubleshoot these features and changes as they are released to production. 

Requirements:

• Long and deep experience in frontend frameworks. We write mobile/web services based around the Ionic framework which is based on Angular
• Solid understanding of CSS, API patterns, CORS, PWA etc. Cordova and other WebView packaging experience would be excellent.
• Proven experience of architecting, deploying, maintaining and scaling frontends to provide services to millions of users on a daily basis
• A love of writing tests
• A good understanding of modular and MVC architecture principles, when to follow these and when not to
• Proven ability and interest in picking up new technologies quickly, leading evaluations and providing suggestions of key technologies to base future development around
• Good problem solving ability, especially under pressure
• A passion to lead and mentor more junior developers
• An ability to explain and articulate technical detail clearly to technical management and systems teams
• You enjoy learning new skills, frameworks and programming languages. You can talk about the differences and advantages between ES6, 7, Typescript. If you have done native app development for Android or iOS or would like to learn this would be great.
• A passion for writing documentation and training other staff on maintaining and extending the software once it has been built
• Backend or Devops experience, alongside administering and automating Linux-based platforms would be a big bonus

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Requirements:

• Proven track record of building Angular Web Apps
• Proven track record of building Node.js APIs
• Experience in Express.js
• Experience with MongoDB
• Can learn new languages and frameworks quickly
• Extensive RXJS experience

Bonus Points:

• Worked with Microsoft Azure
• Created designs in Figma
• Ionic/Cordova
• Docker experience
• Strong database fundamentals
• Strong data-structure knowledge

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Role Purpose

• As the Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Services Team Lead role is to provide team leadership and functional operational excellence in the evolution of our CCC service delivery. The Customer Services Team Lead manages and co-ordinates aspects pertaining to the operational customer interfacing aspects of the Customer Services Team (between 10-18 Customer Service Agents). The role motivates and develops the specifically allocated Customer Services delivery team that continuously seeks to meet and exceed the needs of our customers. The role aligns with and supports the Customer Service Manager to co-create solutions, service scripts and standards with multiple stakeholders by placing the customer experience at the centre and evolving the service delivery model. Being in direct contact with our customers means were able to consistently surprise them with outstanding service the mission of this role is to create a best-in-class customer service experience as measured by the performance of their team within the bigger picture. The role reports into the Customer Service Manager and manages directly reporting Customer Service Agents to ensure they are equipped with the right tools and development offerings to deliver customer service excellence.
• To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

Role Description

Customer Centric Delivery

• Supporting and participating in the design and development of the customer service strategy for the Group in collaboration with other contact centre leaders and teams to ensure that we place the customer at the centre - delivering on our goal of being customer centric in everything we do!
• Within the context of the smaller team of Customer Services Agents assigned to the team - operationally overseeing and embedding a customer centric culture underpinned by best-in-class customer service experience.
• Being a role model to the team in terms of what great customer service looks like interacting directly with customers to support escalations and develop the teams capacity to deal with a variety of service requests with a first call resolution. Aligning with the Customer Services Manager to ensure support is provided as required within the broader team context.

Maintaining and improving customer services operations by participating in setting targets and effectively collaborating with other role players in the team to understand and execute effectively on the below operational impacting focus areas within the team context:

• Effectively ensuring compliance with operational guidelines and updated all team documentation to ensure the team is aligned with the company and teams values and policies etc.
• Identifying and working with other cross-functional stakeholders to remove barriers to great customer services.
• Resolving repeat call type escalations at the source to prevent future escalations.
• Effective scheduling - design, deliver and maintain all processes and policies relating to workforce. management to ensure the most efficient workload forecast and resource scheduling.
• Effective quality assurance inputs, remedy, and agent feedback / development.
• Co-creating effective methods for measuring quality and efficiency of the customer services team.
• Effective monitoring of system performance.
• Effective monitoring of workflows and interactions in the customer services team to ensure all interactions are resolved within the agreed turnaround times.
• In conjunction with other stakeholders - preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Supporting regular compliance and audit checks are done to measure performance against targets across all channels and services.
• Drive continuous improvement initiatives.

People (Self, Team & Organisational)

• Aligning with the Group values and leadership behaviours.
• This role is all about PEOPLE customers and team members! Motivating and effectively performance coaching the customer services team to ensure customer service delivery excellence. Removing any barriers to achieving great customer services. Ensuring timeous escalation to the Customer Service Manager as required.
• Ensuring the team is adequately resources and that working schedules (time and attendance) and plans are accurately and timeously managed, coordinated and communicated with the team.
• Focussing efforts on the Agents to enable and empower them to deliver the best possible service to our customers.
• Focussing on the development of the specific allocated customer services team to deliver on evolving services to our customers against set KPIs and service standards and taking responsibility for learning and development initiatives within that customer service team.
• In partnership with the People Team and Customer Services Manager, ensure succession development plans are in place and take responsibility for the development of an operational talent pool by optimising the skills of the existing team.
• Supporting and participating in the enablement of an innovative, agile and customer centric culture where employees are supported, empowered, and valued within the customer services team.
• Supporting and participating in the enablement of an employee wellness culture to ensure that employees are supported mentally, physically, and emotionally.

• Supporting and participating in the enablement of a culture of open and transparent communication to ensure that employees are informed of developments timeously.

Financial, Reporting and BI

• Ensuring support and input (where relevant) to financial objectives by providing cost estimates and budget inputs.
• Providing input where applicable the customer service teams operational costs and budget.
• Providing and sharing relevant insights to shape customer experiences and respond to their preferences.

Together with other stakeholders, support the preparation of performance reports, and report to the Customer Services Manager as required on a daily/weekly/monthly on:

• Customer escalations / complaint trends
• Reputational risk issues
• Scheduling variances versus performance impacts
• Interactions, trends, and opportunities
• Daily/weekly/monthly insight with recommendations for improvement

Governance & Compliance

• Ensuring that the specifically allocated customer services team complies with relevant regulations (people, customers etc.) and organisational governance frameworks and standards.
• Support with the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements and directed by the Customer Services Manager.
• Ongoing participation in the identification and mitigation of risks related to customer service delivery team.

Future-Fit

• Providing inputs and writing resource motivations with supporting information to ensure that the Customer Services team is appropriately structured and resourced to deliver on its mandate with the right people in the right roles with the right capabilities at the right time.
• Providing inputs and ideas re: technology requirements to enable a seamless customer experience.
• Ensuring alignment with the customer services team effective flow of work with other functional areas across the Contact Centre.
• Supporting strong foundations on which to build the continuous development, improvement, efficiency, and success including an environment that fosters innovation and delivery. Ensuring that the Group remains contemporary in customer services practices.

Qualifications and experience

• Degree in Consumer behaviour, Communications, Business or equivalent - (beneficial).
• +2 years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - (essential).
• Experience within the FMCG, retail sector or similar - (preferred).
• Demonstrable passion for People! Knowledge of Customer Contact / Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- (essential).
• We value practical experience and exposure, if a candidate does not have a degree, demonstrable relevant experience will be considered. An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function (or equivalent role) - demonstrating knowledge of trending practices in this context - (essential).

Key competencies and work ethic - within the context of a Team Lead with a team of service agents assigned

• People leadership & development - People Centric! Passionate about people, the internal team, and customers, is an essential ingredient in the success of this role! Aligns with the Customer Services Manager to apply effective team goal setting, problem-solving and performance management within the allocated team. Deals constructively with employee performance (effective and ineffective), understand when and how to communicate concerns to the Customer Services Manager. Passionate about coaching others for success!
• Connecting & Initiating - Recognises and values the contributions of others. Prioritises team goals and is willing to assist others in goal achievement. Holds themselves accountable to others. Is committed to co-operating with others to achieve organisational objectives. Works well independently without direction or reassurance from others. Understands the consequences of actions and takes accountability for making decisions within a mandate. Takes responsibility for actions and mistakes.
• Interacting & relating - Communicates confidently and shares openly. Shows patience and consideration for others. Is approachable and listens to the needs expressed by others. Recognises the impact of their behaviour on others and adapts their interpersonal style accordingly.
• Executing & achieving - Plans activities and projects well in advance. Shows commitment by having contingency plans in place. Draws on ideas and experiences to identify new approaches. Identifies inefficiencies and obstacles that could derail success for execution. Does not shy away from complex and difficult assignments. Examines own output, looking for potential improvements. Takes accountability for the effective execution of tasks and responsibilities. Achieves results despite obstacles and challenges.
• Responding & adapting - Responds quickly to challenging situations and learns new coping strategies. Alters normal procedures to remain productive and achieve results. Ensures the quality of their work is not impacted when working under pressure. Maintains confidence and performance in the face of challenges. Willingly considers new ideas, procedures, or processes to address a situation. Can adapt in fast paced working environments. Shows determination when managing the challenges that accompany change. Focuses on the benefits of change initiatives.
• Customer experience quality & service level management - Develops high-quality customer experiences that integrate customer needs, technology, and business objectives. Creates design inputs and alternate approaches to optimise the customer experience. Aligns the Customer Services team to simple interfaces to ease the interaction with customers. Analyses the service delivery against agreed service levels to identify actions required to maintain or improve levels of service. Applies best practice principles in service level management.
• Financial acumen, budgets & reporting - Applies risk management and audit methodologies. Understands cost drivers and can take actions to control resources. Solves complex Customer Service-related problems through the application of data and analytics to enhance the Customer Service capability decision making within the organisation.
• Administration, policies & procedures - Investigates areas for improvement related to Customer Services administrative practices and processes, to enhance the efficiency of the function within the organisation. Guides others on maintaining confidentiality when working with customer information and guides operations in alignment with all Customer Services practices. Applies the Contact Centre / Customer Services operating model and how the function integrates with other functions. Evaluates the existing Customer Services policies and procedures in terms of their suitability considering the broader Customer agenda, practice, and regulatory requirements.
• Governance & ethical behaviour - Applies the governance policy, Code of Conduct, and ethical behaviour. Applies organisational governance. Addresses non-compliance and implements suitable corrections.

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Role Purpose

• The purpose of the Customer Service Agent role is to provide our customers with the best customer service experience. This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company's frontline company support, ensuring customers' requests are actioned with a sense of urgency, care, and understanding. The Customer Services Agent ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge.
• To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

Role Description

• Delivering high quality customer service and continually contributing towards a culture of customer service excellence being passionate about the customer experience!
• Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product / service information with accuracy.
• Being proactive to urgent/emergency situations in accordance with product/service guidelines.
• Providing timely escalation of requests and updating our customers on the progress of resolution.
• Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation being passionate about your own development!
• Ensuring all service level goals are understood and achieved.
• Taking the necessary steps to drive up customer retention.
• Following all set Company standards, policies and procedures and providing input when something is not working as well as it should.
• Proactively seeking ways to continuously improve the customer experience.
• Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer).
• Supporting other responsibilities that may be assigned from time to time.

Qualifications and experience

• Grade 12 / Matric - (essential)
• Degree/Diploma or Courses in Communications or a related field - (beneficial).
• +1 years experience in a Customer Services environment or similar role (essential).
• Strong proficiency in Microsoft Office 365, including SharePoint Online (essential).
• Experience in a retail / contact centre environment (desired).

Key competencies and work ethic

• People orientated - enjoy working with people in a big team engaging with customers, showing patience and empathy.
• Service orientated committed to providing high-quality customer service. Ensure customer needs are understood, concerns timeously resolved, and expectations met. Always applies customer first!
• High level of self-motivation to set, meet and exceed on goals and expectations.
• Has integrity and takes accountability for actions and mistakes.
• Curious and willing to learn proactively identifies new areas for learning; seizes learning opportunities and actively uses newly gained knowledge and skill on the job.
• Communication excellent listening, well-spoken and articulate, keeping conversations clear and productive when resolving queries and leaving a good impression. Always thinking customer first!
• Detailed, rule-orientated, and organised diligently follows instructions and procedures; vigilantly watches over work processes, tasks, and outputs to ensure accuracy and initiates action to correct any quality concerns.
• Numeracy interprets multiple sources of information to come to sound conclusions. Quickly grasps and able to perform numeric calculations.
• Results-oriented and quality-focused sets stretch goals for self and others, while remaining focused and working tenaciously toward meeting and exceeding expectations within quality standards.
• Ability to work under pressure and manage multiple demands while organizing, prioritizing, and reordering workload in a rapidly changing and fast-moving environment.
• Team player and collaborative partner confident communicator with good interpersonal skills and the ability to build meaningful, sound relationships both internally and externally.

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The role:

• You will be responsible for the client side of our service and your primary focus will be to implement new features for our Angular applications
• Your main duties will include creating and styling components for our applications. The artistic design will be delivered to you, together with a few HTML templates, but we will ask for your help in regard to animations, CSS, and final HTML output.
• You will be expected to collaborate with multiple development teams, front-end as well as back-end, and DevOps in the development, deployment, testing, and maintenance of our systems
• From a process perspective, we have been growing rapidly, which means that a big challenge for us is scaling our development platforms and practices to support the concurrent development of features with multiple teams collaborating.
• We'll require you to have a strong working understanding of the mechanics of Agile and Scrum, as well as what they are meant to achieve. You'll be participating in all facets of the process, including requirements analysis, creation of stories (we use Jira as our tool of choice), task breakdown, and story point estimates.

What you'll do :

• Help us investigate and implement new processes, tools, and technologies to help us grow
• Be involved in the full SDLC of new features
• Help identify and address technical debt in existing codebases
• Assist with deployment, QA, and support
• Ensure code quality through peer reviews, documentation, and knowledge sharing

Skills and experience you should have:

• At least 3 years of development experience working with JavaScript/Typescript, Angular, CSS, HTML
• The ability to work collaboratively in an ever-changing environment
• Experience working with NodeJS, ExpressJS, PHP / Laravel is advantageous

Tech stack: Languages/Frameworks: Angular, JavaScript/Typescript, Ionic, PHP, Laravel, Firebase / GCP 

Tools: Jira, Confluence, Postman, DBeaver, GIT

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Responsibilities:

• Coding in Java (mostly)

Collaborating with BA's, Testers, DevOps engineers, other Devs, and your Product Owner

• Co-designing UML diagrams
• Giving feedback on front-end designs
• Pair-programming (some times)
• Mob-programming (some other times)
• Writing tests (Unit, integration, Selenium, etc.)
• Sharing your knowledge in our cross-team forums
• Keep growing in your craft
• Contribute to the automation of build/deployment pipelines