Deputy Director: Provincial Office - Government Pensions Administration Agency

POST 43/43: DEPUTY DIRECTOR: PROVINCIAL OFFICE 

REF NO: DD-PROV/MPUM/2022/11-1P

Client relationship management

The purpose of this position is to ensure effective and efficient pension service delivery in line with GPAA's strategy in the province.

DUTIES:          

The successful candidate will be responsible for the management of customer relationship in the Region, which inter alia include but is not limited to:

• Manage effective operations within the Provincial Office:
• Develop and maintain an annual performance plan complemented by action plans for service delivery in the offices.
• Provide inputs and advice on policy development and ensure the effective implementation thereof.
• Review and ensure effective workflow and capacity planning.
• Revisit, review and streamline all processes to ensure accuracy and efficiency in operations execution.
• Ensure the implementation of the Batho Pele Principles within the Provincial Office in all interactions with internal and external customers.
• Provide guidance and leadership to the Office in the achievement of GPAA strategic objectives.
• Develop, interpret and manage statistical information on service standards, throughout times, bottlenecks, volumes and error rates.
• Develop and implement quality assurance and data quality strategies and actions.

Ensure the effective and uniform implementation of Standard Operating Procedures.

• Submit all statistics, reports and replies timely and accurate.
• Inform the Director about work progress, problems and corrective measures applied. Manage the delays on the payment process.
• Manage provincial service channels (mobile, Walk-in Centre, provincial email enquiries and client liaison services).
• Ensure effective Risk and Compliance Management within the Provincial Office.
• Manage the Coaching and guidance of staff on compliance to all relevant regulatory, internal and external compliance requirements.
• Proactively develop and implement a risk management plan and report on all risks according to required format.
• Analyse, interpret and implement departmental policies, organisational circulars and other communications that impact on the operation of the provincial office.
• Promote a corruption-free environment and report any breaches. Ensure office-based auditing of procedures and proper controls.
• Monitor and control compliance to audit findings. Keep the risk register at the CRMMMF (CRM middle management forum) updated.
• Monitor compliance to SHERQ (Safety, Health Environment, Risk and Quality) regulations.

Establish and manage relationships with all relevant Stakeholders/Clients to support service delivery in the Province:

• Create, build and maintain partnerships with various internal and external stakeholders/clients in order to enhance service delivery in line with GPAA strategic objectives.
• Ensure that there is effective communication and engagement between the Provincial office and all relevant stakeholders/clients to enhance the GPAA strategic objectives.
• Ensure that various stakeholders’ enquiries or complaints are directed to relevant officials for resolution.
• Ensure, coordinate, support and track the resolution of various stakeholder/clients’ enquiries or complaints.
• Increase GPAA's provincial footprint through the rollout of various service channels.

Ensure successful business transformation within Provincial Office:

• Act as a change champion for transformation by communicating, motivating and driving change initiatives within the office.
• Recommend and implement performance improvement initiatives.
• Manage successful implementation of system and process enhancements, updates and amendments within the office.
• Provide administrative support at outreach initiatives.
• Plan and monitor administration for outreach initiatives.

Provide input to the strategic management of the Section:

• Compile comprehensive operational plans and quarterly and annual reports.
• Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended.
• Develop, enhance and implement policies, processes and procedures that are relevant to the section and enhance service delivery.
• Collaborate with internal and external stakeholders to implement new systems and processes, enabling integration into other areas.

Section Management:

• Manage the performance of direct and indirect reports in accordance with the GPAA Performance management policy and procedure.
• Identify training and development needs, implementing plans to address requirements as appropriate.
• Manage discipline and absenteeism in accordance with organizational codes and procedures.
• Facilitate communication through appropriate structures and systems.
• Manage compliance with agreed budgets in consultation with the Director, ensuring that costs are contained.
• Participate in management forums within GPAA, contributing expertise to enable sound decision-making.
• Provide detailed, accurate information for internal and external audit purposes and action audit issues identified. 
• Implement controls within the section which minimize potential risks to stakeholders.
• Ensure the effective utilization of all other resources (including IS, Assets, Infrastructure, etc.) within the provincial office.

REQUIREMENTS:

• A recognized three-year Bachelor’s Degree/B Tech or equivalent three-year qualification (at least 360 credits) with six (6) years of appropriate proven experience in the field of Customer Service management of which three (3) years experience in a managerial role.
• Exposure to stakeholder management within the public service sector / Employee Benefits / Medical Aid environments may receive preference.
• 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 in the province (applying for) would be an added advantage.
• Geographical knowledge of the province for which the application is made will be an advantage.
• Demonstrable customer relations experience.
• Knowledge of Employee Benefits.
• Knowledge of Client Relation Management.
• Knowledge of relevant legislation (relevant to the Public Service and the Government Pension Fund).
• Knowledge of two indigenous languages spoken in the Region.
• Good problem-solving skills.
• Good organizational skills.
• Management skills.
• Customer-oriented.
• Ability to communicate at all levels.
• Ability to build strong network relationships.
• Ability to work in a team.
• Outgoing personality.
• Driving ability.
• Presentation skills.
• Analytical skills.

ENQUIRIES: Mapule Mahlangu on Tel No: 012 399 2639. Application Enquiries: URS Response Handling Tel No: 012 811 1900

SALARY: R882 042 per annum (Level 12), (all-inclusive package)

CENTRE: Mpumalanga (Nelspruit/Mbombela-Office)