Office Manager: CRM - Government Pensions Administration Agency

POST 40/54: OFFICE MANAGER: CRM 

REF NO: OS/WC/2022/06–1P/10 – 1PRA) (X1 POST)

Client Relationship Management

The purpose of the role is: to coordinate the administration of client services at the Western Cape Regional Office and its Satellite offices.

DUTIES:          

• Supervise effective operations management within the Provincial Office:
• Implement and maintain an operational annual performance plan complemented by action plans for service delivery in the Provincial office.
• Provide inputs and advice on policy development and ensure the effective implementation thereof.
• Ensure effective workflow and capacity planning. Implement and review all processes to ensure accuracy and efficiency in operations execution.
• Implementation of the Batho Pele Principles within the Provincial office in all interactions with internal and external customers.
• Provide input to the Provincial manager to enable the achievement of operational GPAA strategic objectives.
• Implement, interpret and manage statistical information on service standards. Implement quality assurance and data quality strategies and actions.
• Implementation of Standard Operating Procedures.
• Implementation of Risk Management plan and report on risk according to the required format.
• Generate and submit reports accurately and timeously.
• Inform the Provincial manager about work progress, problems and corrective measures applied.
• Track, resolve and escalate delays on the payment process.
• Supervise provincial service channels (mobile, walk-in centre, provincial e-mail enquiries and telephonic enquiries).
• Support the development and implementation of continuous improvement of customer relations.  
• Ensure customer satisfaction surveys are conducted. Physically ensure inspection and conduct office-based auditing of procedures.
• Ensure compliance to audit findings.
• Provide administrative support in compliance to SHERQ.
• Attend to queries and complaints from stakeholders/clients.
• Implement quality assurance and data quality strategies and actions.
• Implement and maintain Internal control processes for the Section.
• Recommend internal procedures and processes which will improve the effectiveness of the section and ensure adherence.
• Research latest trends and developments relating to the section, recommending plans to improve service delivery to the manager.
• Provide information for management forums within GPAA, submit accurate details to enable sound decision-making.
• Ensure successful implementation of the system and process enhancement, updates and amendments within the office. Maintain relationships with all relevant Stakeholders/Clients to support service delivery in the Province.
• Maintain partnerships with various internal and external stakeholders/clients in order to enhance service delivery in line with GPAA strategic objectives.
• Ensure that various stakeholders/clients' enquiries or complaints are directed to relevant officials for resolution.  
• Coordinate, support and track the resolution of various stakeholder/clients’ enquiries and complaints.
• Coordinate administrative support at outreach initiatives.

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Management and development of Staff:

• Manage the performance of the unit which involves coaching, mentoring and taking corrective action (including disciplinary action) where required.
• Develop performance standard and evaluates team and individuals.
• Monitor staff regarding human resources such as leave, recruitment and grievances. (Keeping records).
• Compile the work plans for the section including the consolidation of operational plans into the directorate’s overall work plan.

REQUIREMENTS                :         

• A Bachelor's degree/N Dip or equivalent three-year qualification (with minimum 360 credits) with a minimum of four (4) years relevant experience in the Client Relations management environment and/or combined with Employee Benefits Administration experience.
• The experience gained should include at least two (2) years of supervisory experience.
• Computer literacy would include a good working knowledge of Microsoft Office products.
• A valid driver’s license is mandatory, at least two years old.
• Proficiency in English is a requirement and the ability to speak any of the other official languages spoken in the province where applying.
• Knowledge of  Employee Benefits.  
• Knowledge of Client
• Relations Management.
• Knowledge of GEPF services and products.
• Geographical knowledge of the region applying for.
• Knowledge of the Retirement Fund Industry.
• Knowledge of PFMA.
• Knowledge of Project Management principles.
• Good analytical skills.
• Good customer relations.
• Problem-solving skills.
• Presentation skills.
• Ability to communicate at all levels.
• Excellent leadership skills.
• Organizing and coordination skills.
• Ability to build strong networking relationships.
• Ability to work in a team.
• Driving skills.

Take note of the requirements regarding a new Z83 effective 1 January 2021 as per the DPSA regulations as well as all other requirements specified in the footer. Take note of Circular 19 of 2022 regarding the practice note on the Z83 application and completion thereof.

The certification of all supporting documents will be expected of the shortlisted candidates only. Interviews may be conducted via a virtual medium which will be discussed with each shortlisted applicant.

The applicant should have the necessary data and equipment for this purpose. Correspondence will only be conducted with the short- listed candidates. If you have not been contacted within six (6) months after the closing date of this advertisement, please accept that your application was unsuccessful.

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ENQUIRIES: For more information, you may contact: Mapule Mahlangu on Tel No: 012 319 2639.

SALARY: R382 245 per annum (Level 09), (basic salary)

CENTRE: Western Cape Regional Office