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SOUTH AFRICAN NATIONAL ROADS AGENCY (SANRAL) 
 


​AREA MANAGER
National
Permanent
 
Description
 
POSITION OBJECTIVE:
The incumbent will be responsible for providing operational and people leadership across multiple customer service outlets and centers, ensuring that customer-facing operations are effectively implemented, managed, and monitored to achieve business performance objectives and contractual KPIs. Management, coaching, and training of customer service outlet/Centre supervisor personnel to drive quality customer service and e-toll account management services.
 
MINIMUM REQUIREMENTS:
A National Diploma (NQF 6) in Business Management, Customer Services, Sales, or any other related field.
Code 8 / EB Driver License.
At least five (5) years of management experience in a sales/customer-facing. service environment, managing multiple customer service sites across.
The role requires excessive travelling to worksites throughout the Gauteng region where customer centers are based.
 
TECHNICAL COMPETENCIES
  • In-depth knowledge of managing walk-in and remote customer service centres, including service standards, queue management, and escalation procedures.
  • Understanding of SANRAL’s mandate, tolling operations, road user support processes, and public interface obligations.
  • Knowledge of budgeting, cost management, revenue collection processes, and financial reporting in a public entity context.
  • Knowledge of HR practices, performance management, employee relations, and staff development strategies.
  • Familiarity with establishing, maintaining, and optimising customer centres in both stand-alone and mall environments.
  • Knowledge of PFMA, POPIA, Occupational Health & Safety, and other regulatory frameworks governing state entities and customer operations.
  • Knowledge of managing relationships with mall landlords, municipal structures, internal SANRAL departments, and external service providers.
  • Hands-on project management focus.
  • Must be computer literate with a special focus on MS Excel, Word, PowerPoint, Project, Visio, and Outlook. 
  • Ability to compile operational reports, interpret KPIs, and recommend improvements.
 
KEY RESPONSIBILITIES
Operational
  • Manage the implementation of the Customer Service Centre (CSC) Operations strategy, assigning and managing tasks in the customer service outlet/centre to achieve the contractual KPI’s.
  • Review and update all established policies, procedures, work instructions, and other supporting documentation required to manage and monitor service delivery within the customer service outlet/centre.
  • Jointly identify, develop, and facilitate skills training needs required to achieve the performance objectives of the customer service outlet/centre and ultimately the contractual KPIs.
  • Manage the implementation, measurement, and monitoring of end-to-end customer service solutions in the customer service outlet/centre for all Road Users on identified tolling networks.
  • Manage the implementation, productivity, and quality management of customer service outlet/centre and monitor improvement actions to achieve contractual KPIs.
  • Manage the delivery of real-time account management services to Road Users accessing the customer service outlet channels to register, query, and/or make payments against their TCH e-toll accounts.
  • Manage the implementation, administration, monitoring, and management of cash payments, processing of card payments (PCI-DSS), as well as stock management of e-tags and consumables at the customer service outlet/centre.
  • Liaise and manage the process to monitor and escalate incidents relating to facility and technical failures that may impact the delivery of a customer service outlet/centre.
  • Compile information to report on operational and contractual statistical information gathered through daily customer service outlet/centre Operations.
 
Reporting
  • Report on the achievement of contractual key performance Indicators for the customer service outlet/centre.
  • Compile and submit ad hoc progress reports and presentations based on the performance of the customer service outlet/centre.
  • Contribute to the compilation of Risk Assessment reports. 
  • To contribute to the compilation of regular reports to the Management Committee.
  • Contribute to the compilation of monthly Board reports.
  • Contribute to the compilation of ad hoc progress reports as formally requested through the GORT Contractual process or arising out of general Risk Assessment.
 
Key Service Area
  • Coordinate and monitor the conduct of a Risk Analysis per set criteria to determine requirements for mitigations of risks highlighted and ensure the implementation of security measures for risk mitigation as per agreed protocols.
  • Monitor the compliance with organisational policies and procedures and adherence to all statutory and regulatory requirements prescribed for overall corporate governance.
  • Jointly identify, facilitate, and manage an Information Security Risk Register that documents, evaluates, and tracks all information security risks and feeds into the Organisational Risk Register.
 
People Management
  • Identify, define, and monitor the performance and conduct of personnel required to achieve the contractual objective and adherence to the regulatory and statutory framework.
  • Coordinate and maintain a working environment that is conducive through personal, internal, and external business conduct that supports organisational values.
  • Consult with Human Resources to monitor and coordinate alignment in planned and new activities/interventions in the fields of human resources, organisational development, education, training, development, and industrial relations.






​EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
 
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.
 
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan.
SANRAL reserves the right not to fill any position.
 
Closing date for applications: 16 January 2026
 
Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2865&company=southafr02
 
Please note that feedback will be given to shortlisted candidates only. 
 
Employment Permanent
Location SANRAL Central Operations Centre: 36 Assegai Wood Road, Rooihuiskraal, Centurion
Closing Date 16/01/2026