Jobs at Western Cape Liquor Authority

Job description

Client Services Standard 

• Act as first-line support for stakeholders via all WCLA communication platforms.
• Acknowledge and respond to all client queries within service timeframes.
• Provide accurate and clear information to clients on processes and requirements.
• Assist with client education and awareness initiatives.

Application Lodgment and Data Accuracy

• Assist clients with lodgment of applications and verification of documents.
• Capture applications and client information accurately on WCLA systems.
• Update records and track progress of lodged applications.

 eLicence System Support

• Provide first-line support to clients on the use of the eLicence system (registrations, logins, submissions, payments, status tracking).
• Log and escalate system-related issues (technical errors, downtime, user access problems) to the ICT/technical support team.
• Guide clients step-by-step in navigating the eLicence portal and submitting applications or renewals.
• Monitor and track queries specific to the eLicence system to ensure timely resolution.
• Assist in testing new functionalities, updates, or enhancements on the eLicence platform.
• Provide feedback on recurring client challenges to improve the system and client user experience.

Query and Complaint Management

• Provide first-line support via telephone, email, online, and walk-in channels.
• Log, prioritise, and resolve client queries in line with service standards.
• Direct complaints to relevant components and follow up until closure.
• Maintain accurate records of all queries and complaints. 

Administration, Process Improvement and Reporting

• Conduct administrative duties related to client services activities and application processes.
• Provide timeous information to supervisor for reporting purposes.
• Support the development and refinement of client services processes and SOPs.
• Identify and recommend improvements to workflows.
• Assist with training as and when required.
• Share knowledge and best practices within the unit.

Knowledge:

• Working knowledge of relevant Public Sector legislation, e.g. PFMA, National and Provincial Treasury Regulations, Administrative Law.
• Working knowledge of relevant industry legislation and regulations, e.g. National Liquor Act, Provincial Liquor Act, POPI, PAJA, PAIA.
• Working knowledge and understanding of data analysis and presentation
• Working knowledge of end-to-end system processes
• Computer literate

 Skills:

• Strong analytical and systematic problem-solving skills.
• Exceptional interpersonal, communication, writing, reporting and presentation skills.
• Ability to function independently and within a team.
• Ability to prioritize and adapt, managing multiple tasks and tight deadlines.
• Computer literacy plus advanced proficiency in MS Office (Word, Excel, Powerpoint)

Requirements:

• Relevant NQF 6 qualification – Administration or related
• Minimum 2 years’ experience within client services, support, front-office or data processing
• Working knowledge and experience with a Document Management System
• Computer literate with touch-typing skills

Experience and competencies which will be advantageous:

• Relevant NQF 7 qualification in Administration or related
• Working knowledge and experience in a regulatory or public sector environment
• Working knowledge and experience data analysis and presentation
• Understanding of working knowledge of relevant industry legislation and regulations
• Computer literacy plus advanced proficiency in MS Office

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Job description

Strategic management of Component

• Contribute to the WCLA strategic decion-making process
• Prepare and manage budget for component
• Proactively manage and report on component's projects.
• Accurate input to QPR for component provided timeously.
• Ensure all policies and SOP's (Internal control) is developed for component.

SALGA & SAPS

• Manage agreement with WCLA and SALGA/SAPS
• Manage the availability of SALGA and SAPS members
• Manage payment arrangements of SALGA/SAPS members   between WCLA and SALGA/SAPS
• Liaise with SALGA/SAPS on corroboration with WCLA and local government (municipalities)

Optimal management of resources and processes enabling the Tribunal

• Manage and direct processes and resources enabling optimal functioning of Tribunal 
• Manage the summons process
• Manage the evidence gathering process
• Manage the schedule of Tribunal Sittings
• Manage the Tribunal case roll
• Manage logistical arrangements for the Tribunal
• Ensure Tribunal orders communicated and served
• Ensure monitoring of compliance to Tribunal orders   

 Stakeholder Management 

• Manage effective stakeholder relations between tribunal and administration
• Manage effective stakeholder relationships between the tribunal and the governing board
• Manage effective stakeholder relationships between the tribunal and external stakeholders
• Contact person between tribunal and applicant/ representative

Appeal Tribunal

• Manage and administer the proceedings of the appeal tribunal
• Manage the schedule of Appeal Tribunal Hearings 
• Manage appeal Tribunal rolls
• Manage logistical arrangements for the appeal tribunal
• Manage the evidence gathering process

Legal

• Manage and participate in amendments to the Act and Regulations

Policy & Research

• Direct and oversee research to be conducted
• Ensure research is evidence and data driven
• Ensure research inform policy decisions and enable the WCLA to regulate liquor effectively  

Prosecution

• Oversee and manage the prosecution unit  
• Manage case load and referrals considering capacity within the Tribunal
• Oversee the implementation and maintenance of the Licence Management and Tracking System (LMATS)

Issuing Unit

• Oversee and manage the processing of Tribunal decisions in line with legislative requirements.
• Oversee and manage the processing of conditional approvals within the prescripts of the legislation.
• Oversee the implementation and maintenance of the Licence Management and Tracking System (LMATS)

Effective resource management (human, financial and physical) within the Unit

• Establish and maintain appropriate systems (analytical tools, information systems, projections of cost behaviour) and policies to ensure effective and efficient management of resource.
• Perform accurate forecasting, budgeting, and allocation of resources within the unit
• Manage external contractors and suppliers within the unit
• Develop and manage internal service level agreements with other units.
• Ensure effective identification and management of business risks, resources, and continuous improvement.
• Manage capacity within the unit to ensure sustained service delivery

 Effective people management within the Unit

• Manage people development in line with organisation-wide skills development strategy within the unit
• Manage talent within the unit and ensure talent management strategies (attraction, retention, development) are implemented
• Implement performance management within the unit in line with Human Resources Policies and Guidelines
• Manage grievances, discipline, and terminations within the division in line with Human Resources policies and guidelines
• Lead and direct staff within the unit to be able to meet the objectives set for them
• Build and foster a culture of good governance, customer service, honesty and integrity and world class delivery in the division
• Implement innovative recognition and reward systems

Effective promotion and practice of good corporate governance risk and compliance pertaining to HR and financial policies, legislations, and regulations

• Implement governance framework to ensure professional conduct by Unit employees and upholding of WCLA values and governing principles
• Ensure good governance within the unit in line with the corporate governance guidelines and related legislation
• Manage risks within the unit
• Manage compliance within legislation, regulations, WCLA policies and procedures within the unit
• Ensure compliance of the unit with all audit requirements emanating from audit processes within the unit
• Draft and submit annual, quarterly, and monthly reports required or delegated.

MINIMUM QUALIFICATIONS / EXPERIENCE

• B Degree in Law (NQF level 7).

Required functional knowledge / skills

• High level working knowledge of relevant Public Sector legislation, e.g. PFMA, National and Provincial Treasury Regulations, Administrative Law.
• High level of working knowledge of relevant industry legislation and regulations, e.g. National Liquor Act, Provincial Liquor Act, POPI, PAJA, PAIA.
• Working knowledge of Risk management and Project management
• Working knowledge Court and Hearing proceedings
• High level of report writing skills
• Computer literate plus advanced proficiency in MS Office

Required experience 

• At least 5 years’ relevant senior management experience.
• Experience and knowledge of the Public Sector strategic and budget planning processes.
• Experience working with a governing board (advantageous).
• Exposure to a regulatory environment (advantageous).
• Data translation and operational dashboard design