Job Opportunities at SBV Services (Pty) Ltd.

Description

• This entails playing a central role in designing strategies, policies, and systems for the effective management of recruitment and selection onboarding and offboarding, leave administration, headcount movement and data analytics processes, and recommending people enabling systems to improve engagement and service delivery.
• The position is also responsible for building and leading a best-in-class and efficient people operations team across SBV.
• As a member of the People Leadership Team, the Head of People Operations actively contributes to the strategy and development of the people function at SBV.

Strategic Management and translating Human Resources (HR) objectives into measurable actions

• Formulate an HR operations strategy and operating model in support of SBVs medium and long term strategic plans.
• Responsible for the implementation of SBV HR strategies, framework, standards, and policies.
• Manage and monitor the implementation of key strategic programmes and projects emanating from the HR strategy.
• Review the effectiveness and relevance of the HR operations strategy in view of business dynamics and recommend value-adding approaches to respond to business needs.
• Design and implement a future proof and service first approach, utilising technologies for smooth and effective first-line people operations support for the people operations team to have a stronger drive on value add/human-centric support.
• Partner and collaborate with other HR heads of department to deliver on common people projects or needs.

HR Delivery and Operational Service Excellence

• Lead and guide a team of HR practitioners in delivering operational people services, applying HR policies and procedures in compliance with the relevant labour legislation, and to achieve business objectives. 

Manage, assess, and take overall accountability for the effective implementation of value-adding HR solutions in support of business needs, in particular:

• Headcount Management: Manage the headcount movement, report and advise on appropriate measures to mitigate related risks identified.
• Performance Management: Drive the application and implementation of the Performance Management policy, standards, and principles.
• Talent Management: Drive talent management and associated interventions and engage in robust engagements with Line Managers on talent risks and plans for future skills supply in the context of the business roadmap.
• Job Analysis and Profiling: Manage and provide support for job analysis of job profiling projects and interventions.
• Recruitment and Selection: Manage the Recruitment team/s to deliver on sourcing and selection issues and key vacancies.
• Employee Onboarding/ Offboarding: Review and analyse employee feedback emanating from the onboarding and offboarding process to identify areas of improvement and recommend a review of the practices that do not support the creation of the desired employee value proposition balance sheet.
• Reporting: Generate regular and ad hoc HR metric reports, including headcount and turnover, in support of business needs.
• Basic IR Advisory: Guide and advise managers and team/s in addressing routine day-to-day employee and industrial relations matters, including performance and disciplinary action etc.
• Support the successful implementation of key projects and initiatives.
• Report on the progress of projects and initiatives being implemented including reporting on key HR performance indicators used to measure employee engagement.
• Manage the accurate and timely administration and delivery of all people transactional aspects of the employee life cycle whilst ensuring the integrity of all people data held in HR systems.

Leave Management

• Manage conversations on appropriate use and application of Leave benefits and address excessive leave balances.
• Contribute to the review of Leave Management processes and policies, including accountability for implementing related projects to reduce the leave liability for SBV.
• Report on the impact of current Leave status on the SBV's financial position, including forfeited leave not taken at the end of the leave cycle.

Recruitment and Selection

• Accountable for the recruitment and selection function by establishing and designing a strategy and framework for SBV in line with broader HR strategic objectives.
• Establish governance criteria for compliance with the approved recruitment strategy, policies and processes.
• Implement and update the recruitment policy in line with relevant legislation.
• Manage and oversee the onboarding process for all new employees for an outstanding and seamless candidate to employee experience.

Financial Management

• Provide input into the compilation of a budget that supports the operational plan.
• Manage the budget by tracking expenditure and report deviations to the Executive HR timeously.
• Monitor and evaluate spending to align with HR Operations objectives and budget allocations.

People Management

• Capacitate the department by ensuring that the team structure is maintained, appropriately recruited and selected.
• Lead and manage the performance of a team of senior HR business partners, HR business partners and HR officers.
• Drive team engagement and accountability across the regions for best in class HR services.
• Provide required training and development to staff for optimal performance.
• Drive productivity and efficiency in the HR Operations

Stakeholder Management

• Build strategic relationships through consistent consultations with the clients, staff and organised labour.
• Manage and assess the expectations of all stakeholders through internal engagement.
• Attend management meetings, as agreed, and provide solutions to HR-related concerns.
• In collaboration with the senior HR teams, identify and evaluate opportunities to leverage scale and optimise service.

Risk Management

• Manage risks related to the department and identify mitigation plans.
• Responsibility to oversee, evaluate and monitor risks impacting project/initiative.
• Evaluate the probability of occurrence of such risks and estimate the possible impact and cost of the risk on the project/initiative.
• Design and implement a strategy to assist in the management of the prioritised risks.

Change and Culture Ambassador

• Lead as an Ambassador and executor of change.
• Motivate, direct and influence employee behaviour to achieve business goals in periods of change for continuity to operations.
• Drive the SBV values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.
• Drive initiatives in terms of change, in order for consistent and accurate communication is given across the business.
• Initiate and lead a culture of performance driven output through shared purpose vision and values.

Requirements

• Minimum of 8 – 10 years of HR generalist experience within a financial services environment or HR environment
• This includes three (3) years of management experience.

Minimum Requirements: Education

• B Com / BA Degree: Industrial Psychology or Human Resources.
• A postgraduate degree in Human Resources/or equivalent would be an added advantage.\

Functional Competencies Required

• Understanding of the relevant legislation such as the Labour Relations Act, Basic Conditions of Employment
• Computer literate on an intermediate level or above - MS Office (Word, Excel)
• Understanding of the Protection of Personal Information Act (POPIA)
• HR Data Analysis
• Report Writing
• Project Management 

Behavioural Competencies Required

• Strategic focus: Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and levels of hierarchy involved.  Proposes course of action that further the objectives, priorities and vision of the organization.
• Communication: Excellent written and verbal communication/presentation skills. Confident, articulate and persuasive speaking ability, and an empathic listener.
• Problem-solver: Ability to identify a problem, develop possible solution paths, and taking the appropriate course of action.
• Resilient: Flexibility in handling change, remaining calm and collected in the pursuit of goals despite setbacks.
• Results focused: Driven to meet or exceed specific goals and objectives within the set timeframe.
• Work under pressure: Ability to cope with a high volume of work and foresee work problems and being able to plan for them.
• Business Acumen: Knowledge of the business/industry and its key issues, and has the skill to apply that knowledge, and the confidence to take action informed by past experiences.
• Decision making: Ability to make decisions based on varied levels of risk and responsibility.
• Critical Judgement: Evaluating ideas and information while referring to objective criteria to reach rational conclusion.
• Prioritisation skills: Ability to prioritise and meet deadlines through evaluating and adjusting plans to reach goals, while ensuring the optimal use of resources.
• Attention to Detail: The ability to work with and manipulate information/tasks with accuracy and focus, reducing the likelihood of error.
• Build Relationships: The ability to build or maintain relationships or networks with internal and external stakeholders to find common ground, build rapport and to assist in achieving work-related goals and establishing advantages.
• Team Player: The ability to collaborate and actively contribute to the team/group in order to complete tasks, meet goals or manage projects.
• Learning Agility: The ability to adapt to change and new things, while also to develop and grow throughout the process.
• Customer Service Oriented: Demonstrating an understanding of customer needs and willingness to provide the customer with the best service possible.
• Conflict Management:  The ability to identify and handle conflicts sensibly, fairly, and efficiently.
• Assertiveness: The ability to effectively communicate while simultaneously respecting the thoughts and wishes of others.

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• SBV seeks a Fist Line Support Engineer who will be responsible for providing technical support with regards to resolving incidents, requests, events, backups and alerts from various polling and management tools, as well as assisting with application and Desktop related queries. Responsible for adhering to Operational Level Agreements to maintain and improve customer experience and Service Level Agreements.

Provide First Level Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.

• Answer support queries either onsite, telephonically or via email
• Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application (Assign to the correct resolver group if unable to resolve the problem).
• Provide physical first level support and diagnostics, assisting second Level Expert’s and third Level Experts
• Administer user profiles and access rights.
• Handle assigned incidents effectively and efficiently.
• Check that call classification matches the call description.
• A detailed activity history must be entered into each call.
• Capture customer requests from varied inbound sources into the SBV Call management system.
• Issue users with a reference number for every incident logged.
• When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
• Update the call at least once a day with all correspondences and actions, to maintain a complete audit trail for future reference.
• Document in detail the resolutions and fixes used, for that corrective action to be used for future reference.
• Monitor system resources in order for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action.
• Troubleshoot and support users in respect of hardware and software.
• Support users in the use of company authorized software and applications support e.g. MS Office.
•  Assists with installation of printers and general support activities.
• Maintain planned maintenance schedule of all peripherals e.g. printers and scanners.
• Provide feedback and recommend action in respect of capacity, lifecycle and cost benefits of equipment.
• Maintain network diagram and provide desktop Support to all SBV Users as required.
• Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
• Co-ordinate, install, set up and complete departmental moves with regards to IT equipment.
• Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration.
• Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts.
• Build new workstations, laptops, printers and any other required hardware configuration.
• Fulfil the role of SDA whilst on a shift rotation.  

Assist with the Installation, Maintenance and Management of All Related Software and Hardware   

• Configure, set up and implement the relevant software on all PC’s and workstations (including virus software).
• Upgrade and maintain end-user software versions and equipment.
• Implement regular service packs and patches of all operating systems and associated software on desktops.
• Install, maintain and monitor virus software, download and implement updates on a regular basis.
•  Monitor installed software to check that approved software and applications are installed on PC’s, including operating systems.
• Apply prescribed standards consistently when installing software e.g. regional setting, language settings etc.

Adhere to the Relevant Policies and Procedures 

• Apply best practice guidelines and policies, as defined by SBV e.g. follows predefined configurations.
• Adhere to all Service Desk and Client specific processes.
• Comply with all company policies and procedures i.e. will not provide unauthorised access to users.
• Administer user profiles and access rights and comply with security policies.
• Adhere to the Call Lifecycle Management Processes and Procedures.

Create and Maintain Relevant Registers and Reports 

• Establish and maintain licensing register.
• Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles.
• Maintain register of all PC’s and associated software.
• Create and present progress reports to management as required.

Provide Professional and Efficient Communication to All Internal and External Stakeholders 

• Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed.
• Provide excellent service with regards to assigned incidents.
• Communicate with relevant stakeholders in a professional and efficient manner.
• Support and encourage effective teamwork.
• Provide remote support to the Second Level Expert‘s.
• Respond to phone and email queries in a professional manner.
• Maintain customer-focus.

Requirements

Minimum Requirements: Work Experience

3 years’ relevant experience within an IT Support environment, of which:

• 2 years’ experience within a networking support, software and hardware support environment, and
• 1 year experience within a call centre or service desk environment (Advantageous)
• 5 years’ experience supporting the following Microsoft technologies: Microsoft Operating systems (OS) e.g. Windows, Windows 7, Microsoft Office (Word, Excel, Outlook, Access, Projects, PowerPoint, etc.  

Minimum Requirements: Education

• The latest Microsoft MCSE qualification.
• Must be able to use all Microsoft Office applications
• National Diploma in IT/ BSc in IT (Advantageous)
• Network related certificate (Advantageous)
• ITIL V3 Foundations (Advantageous)
• IT related Degree (Advantageous)

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Safeguarding and Transportation of Company assets

• Safeguard company assets according to SBV policies and procedures.
• Collect and delivering customer consignments as per SPO.
• Apply observation skills and deploy tactically from the vehicle according to company procedures.
• Adhere to legislation and Company guidelines at all times.
• Take responsibility for the equipment used ensuring all procedures and safety standards are complied with.
• Undergo continuous training on new tactics.

Proper utilisation of Equipment / Items issued

• Inspect all equipment allocated, to ensure they are in good working order and availability
• Escalate defective equipment immediately to the team leader on the vehicle
• Take proper care and safeguard equipment – neatness, correct usage and safekeeping
• Proper utilisation of equipment provided including personal protective equipment such as bullet proof jackets
• Adhere to company policies and procedures

Effective Teamwork

• Demonstrate respect and support for team members at all times
• Work closely with one another, cover and protect each other in the course of all duties
• Support the team leader in adhering to the standard operating procedures, informing them of any deviations from the procedures

Customer Service

• Provide a high level of customer service to internal and external customers
• Develop working relationships with various bank personnel, as well as vendors while demonstrating a strong work ethic and high integrity
• Display professional behaviour and appearance (Neatness of uniforms, clean shaven, wearing of bullet proofs)

Record keeping and Administration

• Maintain records as per company procedure
• React within the correct security measures in threatening circumstances
• Initiate the information-gathering process as quickly and thoroughly as is feasible
• Contact the applicable SBV representative (e.g. Fleet Controller, CPO or Manager), traffic department and police immediately as per company policy and procedure
• Maintain Logistics Re-loaded schedules
• Monitor and maintain radio communication with SBV Control Room on a regular basis as per company policy and procedure
• Record keeping of all papers and ensuring that all documentation conforms to the highest standards and signed by clients at all time
• Maintain, update and complete all necessary documentation in terms of Company procedures

Requirements
Internal

• Minimum Requirements: Work Experience
• No previous experience required
• Minimum Requirements: Education
• Grade 10
• Successful completion of CITPO training
• PSIRA Grade C Firearm Competency (Handgun & Rifle)
• Valid driver’s licence Code 10 with PDP: Advantageous
• If employee has not successfully completed CITPO training, they will be required to undergo CITPO training and only upon successful completion will be appointed

External

• Grade 12 with a pass in Maths Literacy.
• PSIRA Grade C Firearm Competency (Handgun & Rifle)
• Valid Driver’s license Code 10 with PDP
• Candidate will be required to undergo SBV CITPO training and only upon successful completion will be appointed.