Client Services

R744 255 per annum (Level 11), (all-inclusive package)
CENTRE : Nelspruit (Mpumalanga)
REQUIREMENTS : A Recognized three-year Bachelor’s Degree or equivalent three year qualification
(at least 360 credits) with six (6) years appropriate proven experience in the field of
Customer Service management of which three (3) years’ experience in a
managerial role. Exposure in 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 (it is preferred if a copy is
attached to the application); Proficiency in English is a requirement and the ability
to speak any of the other official languages in the province would be an added
advantage; Geographical knowledge of the province for which application is made
will be an advantage; Demonstrable customer relations experience; The
applications of individuals currently residing in Mpumalanga may receive
preference. Knowledge of GEPF Services and Products. Knowledge of Employee
Benefits. Knowledge of Client Relation Management. Knowledge of relevant
legislation. Geographical knowledge of the Province (Region) applying for.
Knowledge of two indigenous languages spoken in the Region. Good problem
solving skills. Good communication skills both written and verbal. Good
organizational skills. Supervisory/management skills. Customer orientated. 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
DUTIES : The main purpose of this position is to ensure effective and efficient pension service
delivery in line with GPAA strategy in the province. 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 accurately; Inform the Senior Manager 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 risk 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 provincial footprint through the rollout of
various service channels. Ensure successful business transformation within
provincial office. Act as a change champion for transformation and communicate,
motivate and drive 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, 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 to 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 Senior Manager, 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 risk to stakeholders; Ensure the
effective utilization of all other resources (including IS, Assets, Infrastructure, etc.)
within the provincial office.
ENQUIRIES : Ms Mapule Mahlangu Tel No: 012 399 2639
APPLICATIONS : It is mandatory to email your application (comprehensive CV and new Z83 signed)
NOTE : quoting the reference number in the subject heading of the email. 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. Note: The main purpose of this
position is to ensure effective and efficient pension service delivery in line with
GPAA strategy in the Mpumalanga province. One position of Manager: Provincial
Office (Branch Manager) is currently available at the Government Pensions
Administration Agency: Mpumalanga Region.

Z83 form

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