Vacancies Available at SBV Services (Pty) Ltd.

Description

Technical implementation in own area

• Provide a first point of contact and support for all technical issues and faults via email, telephone, in -person, or remote support.
• Conduct a full and thorough diagnostic with end users to enable first-time resolution or escalate to the correct resolver group.
• Resolve user tickets within defined service level (SLA) agreements, and keep users informed throughout the lifecycle of a ticket.
• Monitor and update calls logged through the Service Desk proactively in accordance with the service requirements and update the call logging systems with incidents and service requests.
• Take ownership of incidents assigned and ensure coordination and communication with relevant stakeholders to resolve such incidents.
• Perform general and technical troubleshooting of all software, hardware and peripherals utilised by the organization.
• Responsible for installing, maintaining, and supporting hardware, software, and systems.
• Upgrade workstations, laptops, and other hardware in accordance with existing maintenance contracts.
• Swap out existing workstations, switches, notebooks, printers, monitors, and any other physical components during service restoration.
• Perform and maintain builds of new workstations in line with SBV desktop management principles.
• Capture, report, and analyze support tickets and problems that arise.
• Uphold license 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.

Execute Analysis and Design Activities

• Provide technical assistance for ad hoc IT projects and planned maintenance tasks.
• Provide first-line support and diagnostics for a wide range of hardware, software, integration, and security components.
• Configure, install, and maintain security software, service packs and patches on laptops and desktops.
• Monitor installed software on all PCs to ensure they run on approved software and applications.
• Maintain compliance with software installation specifications and ensure hardware is installed in accordance with predefined specifications.

Quality

• Utilize a variety of monitoring tools, both offensive and defensive, to monitor systems and software proactively and constantly.
• Proactively address common support challenges by identifying and raising repeat system issues with the 2nd Line support team.
• Conduct regular reviews of the assigned infrastructure to ensure that it is configured, installed, tested, and operational.
• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
• Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Risk

• Assure that incident resolution and recovery follow relevant processes and SLAs.
• Maintain standard operating procedures, quality control protocols, and security protocols.
• Comply with all Service Desk processes and client-specific procedures.
• Comply with all company policies and procedures, i.e. prevent unauthorised access.
• Comply with security policies and administer user profiles and access rights
• Adhere to the Call Lifecycle Management Processes and Procedures.

Customer management

• Foster professional and positive engagement with users and speedy resolution of 1st line application support queries.
• Effectively handover at the start and end of each shift, ensuring that no incidents are dropped, neglected or poorly managed.
• Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by SBV procedures.
• Foster good relationships with all stakeholders including vendors, carriers, and colleagues.
• Provide excellent customer service for all incidents assigned.

Effective teamwork and self-management

• Train, mentor, and provide guidance to Level 1 First Line Support Engineers.
• Maintain good time management to handle several projects at once.
• Plan and prioritise competing demands, demonstrating the ability to manage them
• Protect and maintain the confidentiality of critical business systems and data
• Adhere to SBV's development standards and principles.
• Stay abreast of industry and technological changes and trends within own area of expertise.

Live the organization culture within one’s centre

• Live the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission

Requirements

• 5 years of experience within an ICT environment, of which:
• 3 years of experience working on technical hardware and software
• 2 years of experience working with various cloud service management tools
• Good understanding of software from installation and configuration through to integration, security, and licensing

Requirements: Education

• National Diploma in Information Technology
• Degree in Information Technology Management, Computer Science (Advantageous)
• Latest Microsoft MCSE certification
• ITIL V3 Foundations (Advantageous)
• Network related certificate (Advantageous)

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Maintain internal control standards, including timely implementation of operational audits together with any issues raised by external regulators.

• Maintain and enhance tracking metrics for management reporting and escalation - monitoring Strategic risks on a daily basis.
• Implement a proactive control approach to assist management in achieving strategic objectives, promotes efficiency, reduces the risk of loss and helps ensure compliance with corporate policies, procedures, laws and regulations.
• Assist senior management in maintaining adherence to policies for change initiatives, new products and significant systems enhancements within one’s allocated business unit.
• Provide support to the Head: Risk Management in terms of the development of operational risk related policies, processes, procedures, standards, guidelines and directives.
• Implement, interpret and communicate in terms of operational risk related policies, processes, procedures, standards, guidelines and directives within SBV. Division.
• Represent Risk Management at the Manco and partner with one’s dedicated Division in a joint effort to achieving the objectives outlined for the Division.

Provide clear direction to the business on the Operational risk strategic plan and key focus areas

• Provide relevant coaching, guidance and training on the implementation and maintenance of the Operational Risk Framework components including CSA’s, KRI’s, Events, Risk Assessments and key risk scenarios
• Assess the level of compliance of business for the relevant risk framework and policies
• Remain abreast with the Risk framework, policies, standards, procedures and relevant legislation/regulations
• Assist Management to comply with the Business Continuity Policies, as well as Safety and Health Regulations and Policies
• Assess and monitor the current and forward-looking exposure (financial and non-financial) to Operational Risk i.e. considering all framework elements, strategic planning, business expansions/contractions and other major change programs.

Support the scoping and definition of related Operational Risk deliverables and plans, ensuring that these are aligned to the Central Operational risk

• Assess the relevance and performance of the Risk indicators and thresholds
• Review the key risk assessments related to the business with appropriate challenge
• Check and challenge the end-to-end Operational risk profile of the business, including emerging risks, to ensure no surprises. Consider all framework elements, strategic planning, business expansions/contractions and other major change programs
• Partner with business to provide guidance on issue/action, documentation, tracking, escalation and remediation
• Perform conformance reviews on agreed aspects of the framework
• Oversee deep dive and lessons learnt exercises for material risks, including review, challenge and tracking/escalation of findings. Review remediation plans for adequacy, completeness and progress
• Oversee monthly loss events
• Validate data and information in relevant reports
• Provide independent challenge on and insight from relevant reports to senior management
• Prepare appropriate current and forecast Operational risk profile reporting for the business
• Liaise across African Operations, leveraging internal engagement resources as appropriate to provide Operational risk oversight and challenge.

Reduce operational risk exposure to acceptable levels of target risks

• Guarantee appropriate operational risk governance with regards to new product approvals processes
• Maintain an optimal balance between risk and cost of control
• Assist with developing an effective and efficient operational risk culture by ensuring compliance with risk governance, policies, standards and guidance
• Be an effective ambassador and advisor to stakeholders

Governance

• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
• Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome

Lead as an Ambassador and executor of Change.

• Act as a change management architect in periods of change to ensure business continuity.
• Manage the integration of business units into a seamless end to end solution for customers.
• Effectively communicate and embed new processes and procedures as they occur, addressing or escalating matters/ concerns to the SME’s (subject matter experts) when required.
• Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s portfolio.

Requirements

Minimum Requirements: Experience

• 5 years’ appropriate experience within a risk management, audit or compliance environment
• Exposure to the financial industry or supply chain industry advantageous
• Demonstrated written and oral English language proficiency
• Exposure to regulatory/compliance audits (SARB, ISO 9001, etc)
• Strong knowledge of Operational Risk Frameworks
• Project & Change Management (risk stream lead)
• Regulatory & Compliance Engagements (internal/external auditors, regulatory risk assessments, 3rd party/vendor risk assessments)
• Experience in internal control frameworks, risk monitoring, and compliance oversight.

Minimum Requirements: Education

• B.Com Risk Management, Internal Audit or Process Engineering
• Advanced computer skills (Word, Excel, PowerPoint)

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Responsible for corporate governance relating to balancing and recon

• Establish and Implement Recon Policies and Procedures
• Obtain input from various stakeholders
• Draft policies and procedures
• Obtain approval from Operational Balancing and Recon Manager
• Operationalize policy and procedure on a national basis to secure full understanding and compliance
• Establish and maintain a record system for audit purposes

Manage ATM/CIT/Cash Centre recons on a national basis

• Establish and maintain an automated ATM/CIT/Cash Centre recon solution
• Investigate, design and develop (in conjunction with the ATM/CIT/Cash Centre Services Manager) methods of tracking ATM/CIT/Cash Centre Balancing and related ATM/CIT/Cash Centre float accounts on a national level
• Implement, maintain and monitor, in conjunction with the ATM/CIT/Cash Centre Services Manager, on a national level
• Design training material relevant to the automated solution and implement on a national basis in conjunction with the Training Manager
• Continuously review effectiveness of automated solution, identifying areas of improvement and provide recommendations
• Manage the daily recon per ATM in terms of orders received, authorizing cash loaded on ATM’s and resolving discrepancies.
• Audit ATM/CIT/Cash Centre balancing to secure compliance and minimise risk
• Design, establish and implement relevant MIS both for internal and external customers
• Drive the SLA adherence at centre level by providing support and guidance

Coordinate the balancing of products or services of SBV on a national basis

• Ensure that products or services of SBV (for example My SBV) is balanced on a daily basis within each cluster, escalating discrepancies where necessary
• Design and develop MIS related products or services of SBV (for example My SBV) balancing in order to distribute to the relevant parties as per their requirements
• Instruct Finance on cash holdings with regards to the Treasury function linked to the new MySBV solution
• Provide customer support
• Analyse and resolve client queries within the agreed timeframes (SLA)
• Escalate more complex matters to the National Balancing and Recon Manager
• Support to internal stakeholders

Conduct audit reports for stakeholders

• Conduct monthly audits for centre management
• Compile centre reporting for submission to the National Balancing and Recon Manager
• Provide daily reporting on the status of balances per centre

Compile contingency plans for balancing

• Develop, in conjunction with the relevant parties, contingency plans for all of the different balancing section (products or services of SBV (for example My SBV)) problems
• Communicate revised or new plans through to Senior Management and centre management
• Responsible for the due diligence for merges and acquisitions relating to ATM recon function
• Analyse the current process identifying potential risks and recommending mitigating actions
• Design and establish a customized recon solution
• Draft and finalise the internal SLA
• Operationalize the recon function during the take on and attend to complex matters
• Monitor and track progress and escalate to the National Balancing and Recon Manager

Accurate Float calculation on COH General Ledgers

• Monitor and confirm that the GL figures as supplied by the Cash centres in the Float template are accurate every month
• Guide cash centres where gaps are identified and understand what to adjust for in terms of float adjustments
• Validate all needed adjustments that are done to the float
• Communicate adjustments to relevant Banks
• Confirm that all four Banks agree to adjusted float balances monthly
• Adhere to corporate governance
• Co-ordinate the timeous provision of information and submissions for External and Internal audit processes
• Verify that the correct process and procedures in the departments within one’s area of responsibility, are complied with by conducting audits on a regular basis
• Review current policies and procedures relevant to one’s area of responsibility and update as and when required
• Draft new policies and procedures relevant to one’s area of responsibility as and when required and submit to the Senior Finance Manager for approval
• Responsible for the review and maintenance of accounting policies that are compliant with IFRS and companies act and verify that the policies are applied correctly and consistentl

Drive standards across the operations i.e. policies, procedures, culture

• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

People Management

• Provide leadership to employees within SBV and provide strategic and operational oversight of one’s department.
• Capacitate the department by ensuring that the team structure is maintained, appropriately recruited, and selected.
• Creates a conducive environment which translates into productivity and high morale within SBV.
• Leading the focus on talent to instil value creation for high value contributors.
• Preside over disciplinary hearings on behalf of SBV in alignment with statutory requirements and the policies & procedures of SBV.
• Be an advocate for SBV’s Talent Management Process
• Adhere to legislative requirements, company policies and procedures in respect of employment Health and safety practices.
• In relation to continuous improvement partner with Organisational Development to identify and possibly develop applicable training material or interventions that will provide future fit SBV employees.

Drive the organisation culture

• Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.
• Lead as an Ambassador and executor of Change
• Act as a change management architect in periods of change to ensure business continuity.
• Manage the integration of business units into a seamless end to end solution for customers.
• Effectively communicate and embed new processes and procedures as they occur, addressing or escalating matters/ concerns to the SME’s (subject matter experts) when required.
• Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s portfolio.

Requirements

Minimum Requirements: Work Experience

• 4 Years’ experience within a balancing and recon of which;
• 2 Years management of staff experience
• Exposure to a Reporting system at an advanced level
• MS Office with advanced Excel skill
• Experience in an accounting role within the banking / cash processing industry advantageous

Minimum Requirements: Education

• Bcom Degree in Accounting