GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA) VACANCIES

NOTE : Take Note of the Disclaimer Mentioned on each advert. It is mandatory that applications which consist of a signed Z83 and comprehensive CV be emailed to the respective email addresses indicated on each advert. Ensure that you use the correct inbox/email. Applications send to the incorrect inbox will be deemed a regret. Ensure to sign your Z83 before you scan it. Please use your signature or valid e-signature and not your name written in block/typed print. A Z83 not signed will be deemed a regret. From 1 January 2021, a new application for employment (Z83) form will be effective and if the old Z83 is used, it will be deemed a regret. Should an individual wish to apply for a post after 1 January 2021, he/she will be required to submit the new application for employment form which can be downloaded at www.dpsa.gov.za-vacancies or http://www.gpaa.gov.za Requirements: Applications must be submitted on the new form Z83 as indicate above (signed and scanned). The relevant reference number must be quoted on all documentation and on the subject heading of the email. An application should consist of (a) a comprehensive and detailed CV (specifying all experience and duties, indicating the respective dates MM/YY as well as indicating references with full contact details) and (b) a duly completed Z83 (refer to Circular No 19 of 2022 in this regard). Failure to submit the above documents will result in the application not considered and deemed a regret. The candidate must agree to the following: Shortlisted candidates must avail themselves for a virtual or in-person panel interview at a date and time determined by the GPAA. Note that certain information contained in the application (CV and Z83) may be verified through the request for official documents and or other methods of verification and proof. The certification of all supporting documents will be expected of the shortlisted candidates only. Applicants must note that pre-employment checks and references will be conducted once they are short-listed and the appointment is also subject to a positive outcome on these checks, which include but not limited to: security clearance, security vetting, qualification/study verification, citizenship verification, financial/asset record check, previous employment verification and criminal record. Applicants will be required to meet vetting requirements as prescribed by Minimum Information Security Standards. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA). 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. The candidate must take note of: It is intended to promote representativeness through the filling of these posts and the candidature of persons whose promotion/ appointment will promote representativeness, will receive preference. Disabled persons are encouraged to apply. For applications on salary levels 11 – 15, the inclusive remuneration package consists of a basic salary, the state’s contribution to the Government Employees Pension Fund and a flexible portion in terms of applicable rules. SMS will be required to undergo a Competency Assessment as prescribed by DPSA. All candidates shortlisted for SMS positions will be required to undergo a technical exercise that intends to test the relevant technical elements of the job. One of the minimum requirements for SMS is the pre-entry certificate. For more details on the pre-entry course visit: https://www.thensg.gov.za/training-course/sms-pre-entry-programme/. The GPAA reserves the right to utilize practical exercises/tests/competency assessments for non-SMS positions during the recruitment process (candidates who are shortlisted will be informed accordingly) to determine the suitability of candidates for the post(s). The GPAA reserves the right to cancel the filling/not to fill a vacancy that was advertised during any stage of the recruitment process. The successful candidate will have to sign and annual performance agreement and will be required to undergo a security clearance.

OTHER POSTS
 
 
MANAGER: CALL CENTRE (INBOUND/OUTBOUND) REF NO: MNG/CC/2022/08-1P
Client Relationship Management
The purpose of the role: is to manage inbound and outbound call centre functions to deliver service propositions which align with business and channel strategies.
SALARY : R744 255 per annum (Level 11), (all-inclusive package)
CENTRE : Head Office Pretoria
 
REQUIREMENTS : A Recognized three-year Bachelor’s Degree/National Diploma or equivalent three year qualification (at least 360 credits, NQF 6). Six (6) years appropriate proven experience in Call Centre/Customer Services/Customer Enquiry environment of which three (3) years was in a managerial role. Candidates with exposure to the Retirement fund industry/Employee Benefits/ or similar industries will receive preference. Computer literacy that would include a good working knowledge of Microsoft Office products, especially Microsoft Excel and Word. Knowledge of Call Centre Performance Management. Knowledge of Financial Planning and Budget Management. Knowledge of Business Processes Management. Knowledge of Service Centered service. Knowledge of GEPF services & products. Knowledge of Microsoft Office products. Knowledge of Client Relationship Management. Knowledge of Operational Excellence. Knowledge of Change management. Above average Interpersonal skills. Business Analysis skills. Excellent Communication skills - Communicate effectively at all levels. Good Organizational skills. Good Decision making & Judgement skills. Planning and Managing resources. Problem analysis and solving skills. Business Leadership skills. Call Centre Operations Management skills. People Management. Customer service orientation. Work independently. Ability to work under pressure. Ability to delegate. Integrity, reliability and honesty.
 
DUTIES : The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following: Manage the handling of incoming and outgoing calls: Monitor the application of appropriate actions to effectively control incoming and outgoing calls. Monitor the log-on time and agent’s availability. Manage call queuing time and allocate call to available agent. Oversee and manage the performance report of the call system and advise the supervisors and agents on areas that still needs improvement. Manage random calls to improve quality, minimize errors and track operative performance. Manage proper opening and closing of calls according to call centre process documents. Oversee and manage all complicated queries referred by supervisors. Monitor and manage resources for supervisors and agents to effectively provide solutions to clients. Manage the effective utilization of resources to achieve the operational strategic goals. Develop and Implement contact centre strategy: In conjunction with the Senior Manager, develop and implement GPAA contact centre strategy that meets organizational objectives and aligns with GPAA’s overall strategy. Measure the effectiveness of Call Centre on an ongoing basis and make recommendations to review and amend the strategy appropriately. Report back to the Senior Manager and other key internal stakeholders at regular intervals to ensure that strategy is fit for purpose. Attend to the pensioner function to share information. Manage the implementation of the Call Centre policies and procedures: Monitor guidance to inbound and/or outbound calls to supervisors and agents with appropriate procedures aligned to the Fund policies and procedures. Monitor policies and procedures for areas of improvement and enhanced Customer Centre. Oversee and communicate changes in policies and procedures to the supervisors and staff. Ensure consistent compliance to GPAA policies and procedures, corporate governance and relevant legislation. Build, maintain and manage relationships and Operational Level Agreements with other business units and ensure timeous response to queries forwarded to them. Manage and develop staff. Continually strives to up skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation per individual developmental plans. Identify development and succession planning requirements. Ensure appointment is in line with Employment Equity targets/strategy. Monitor that outputs achieve business requirements. Facilitate staff productivity and efficiency, minimizing absenteeism and turnover figures. Motivate staff through the implementation of various reward mechanisms. Facilitate departmental communication through appropriate structures and systems. Manage the budget of the unit and monitor expenditure patterns as per the prescripts.
 
ENQUIRIES : For more information on the position, Ms Mapule Mahlangu Tel No: 012 399 2639
Application Enquiries: Rebeccah Hatlane on Rebeccah@phakipersonnel.co.za
APPLICATIONS : It is mandatory to email your application (comprehensive CV and new Z83 signed) to gpaa1@phakipersonnel.co.za
 
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 purpose of the role: is to manage inbound and outbound call centre functions to deliver service propositions which align with business and channel strategies. A permanent position of Manager: Call Centre is currently available at the Client Relationship Management section of the GPAA.
 
 
 
 
 
 
CUSTOMER SERVICE AGENT REF NO: CSA/WC/2022-08-2C
Client Relationship Management
(12 months contract)
SALARY : R211 713 per annum (Level 06) basic salary, plus 37% in lieu of benefits
CENTRE : Western Cape Regional Office
 
REQUIREMENTS : An appropriate three-year tertiary qualification (at least 360 credits) with 18 months proven experience in the processing (administration) of life insurance/employee benefits or client relationship management/client care preferably within Employee Benefits, Life or other Insurance, Medical Aid environments or similar financial institutions Or A Grade 12 Certificate/Senior Certificate (Matric) with three years proven experience in the processing (administration) of life insurance/employee benefits or client relationship management/client care preferably within Employee Benefits, Life or other Insurance, Medical Aid environments or similar financial institutions. Knowledge of GEPF products and services will be an advantage. Computer literacy that would include a good working knowledge of Microsoft Office products. Proficiency in English is a requirement and the ability to speak any of the other official languages in the province applying for. The applications of individuals currently residing in the Province or adjacent areas applying for may receive preference (Western Cape). Knowledge of Employee Benefits. Knowledge of Client Relations Management.t Geographical knowledge of the Province applying for. Excellent problem-solving skills. Good presentation skills. Above average communications skills, both verbal and written with the ability to communicate with clients. Time management skills. Self-management – being able to work independently.
 
DUTIES : The purpose of the role is: To provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment. The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following: Provide quality customer service within CRM: Handle all face-to-face enquiries received effectively. Follow up and finalize enquiries referred to other business units, within the agreed time frames. Respond to emails, web queries, posted queries/courier services, faxes within allocated time frame. Update on all the relevant GPAA systems. Provide client liaison services within the office: Respond to escalated queries within allocated time frame. Interact with the departments and members regarding outstanding queries. Relationship management on any changes happening in the various sections. Provide/ request feedback to various clients and stakeholders. Follow-up with business units and provide feedback to clients until cases are finalized. Effective and efficient administration of documents received. Provide administrative support at outreach initiatives. Provide data inputs in the compilation of the reports: Report any issues/make recommendations with regards to ongoing service improvements and maintain a high level of client care. Compile and submit daily, weekly and monthly production statistics to the supervisor. Check and update consolidated/escalation lists to the supervisor.
 
ENQUIRIES : Eugene Geldenhuys on eugeneg@affirm.co.za
APPLICATIONS : It is mandatory to email your application (comprehensive CV and new Z83 signed) to gpaa@affirm.co.za
 
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 purpose of the roles are: To provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment. Two contract positions for Customer Service Agents are currently available in the Western Cape Region of the GPAA and will be based in Cape Town, on a 12 months’ contract.