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SOUTH AFRICAN POST OFFICE (SAPO) - MANAGER: PROCESS, QUALITY, TESTING & SLA MONITORING (L5/6) POSTBANK - BLOEMFONTEIN
SOUTH AFRICAN POST OFFICE (SAPO)
INTERNAL/EXTERNAL
Job Title: Manager: Process, Quality, Testing & SLA Monitoring (L5/6) Postbank - Bloemfontein
Reports to: Head of Operations
Summation
Manage and coordinate relationships aimed at streamlining Postbank’s operational policies, procedures and processes between Postbank and SAPO in order to achieve expected delivery standards. Ensure testing of all software releases on different systems and quality improvement interventions.
Key Responsibilities
• Identify, develop, recommend and implement ongoing business improvement proposals on all processes and systems.
• Evaluate audit findings / outcomes and determine reasons for the outcome / results or findings and implement corrective measures (policies, procedures and processes).
• Implement and support effective operational process, procedures and systems appropriate controls to ensure compliance with all relevant legislation such as FICA, FIAS etc.
• Revise procedures, reports etc. periodically to identify hidden risks or non-conformity issues.
• Develop and manage SLAs, procedures, practices, systems and people to continuously monitor and improve service delivery performance.
• Enhance current services, provide value added services, minimise costs and meet business goals.
• Interact at Senior Management level to deliver exceptional customer contact/ service, build and strengthen customer relationships with SAPO’s BU’s.
• To provide an effective means of spreading best practises and evaluate the effectiveness of products.
• Ensure effective user acceptance testing of all systems and delivery in accordance with business requirements and the effective implementation thereof.
• Development and overseeing the deployment of control systems/reports to prevent or deal with violations of legal guidelines and internal policies.
• To measure adherence to standards, procedures and methodologies between Postbank and SAPO operational Branches and ensuring penalties levied according to SLA agreement and continuously assist and advise on the correct procedures when performing Postbank transactions.
• Plan and coordinate the implementation of new products/services on the front end and backend systems.
• Execution of quality improvement interventions by identifying causes of non-conformance and develop prevention measures.
• Perform quality checks to ensure revenue protection, i.e. confirm correct levying of fees, changes and interest.
• Make inputs in the development of training material and interventions/ policies and procedures.
• Compile management reports such as monthly Manco report.
• Liaise with Postbank Managers and other BU’s on operational matters.
• Ensure efficient management of function/ resources in accordance with the stipulations of the PFMA, fraud prevention and risk management principles, legislation, agreements, company policies, practices, procedures and regulations.
• Ensure effective user acceptance testing of all systems and delivery in accordance with business requirements and the effective implementation thereof.
• Development and overseeing the deployment of control systems/reports to prevent or deal with violations of legal guidelines and internal policies.
• To measure adherence to standards, procedures and methodologies between Postbank and SAPO operational Branches and ensuring penalties levied according to SLA agreement and continuously assist and advise on the correct procedures when performing Postbank transactions.
• Plan and coordinate the implementation of new products/services on the front end and backend systems.
• Execution of quality improvement interventions by identifying causes of non-conformance and develop prevention measures.
• Perform quality checks to ensure revenue protection, i.e. confirm correct levying of fees, changes and interest.
• Make inputs in the development of training material and interventions/ policies and procedures.
• Compile management reports such as monthly Manco report.
• Liaise with Postbank Managers and other BU’s on operational matters.
• Ensure efficient management of function/ resources in accordance with the stipulations of the PFMA, fraud prevention and risk management principles, legislation, agreements, company policies, practices, procedures and regulations.
Minimum Requirements
Qualifications:
• Grade 12 (Matric)
• Bachelor’s Degree/Advanced Diploma (NQF Level 7) related to Banking or Business Administration.
Experience:
• Minimum of 5 years applicable experience in a Banking environment or Public Entity (Government Department/SOE/Parastatal) (5 years should be in a Supervisory level in a relevant environment).
Knowledge and understanding of:
• In-depth knowledge of the industry’s standards and regulations
• Development of SLA’s
• Performance systems
• Excellent knowledge of reporting procedures and record keeping
• Sound knowledge of software development, user acceptance testing and release deployment to production
Skills
Decision Making, Managing complexity, Planning and organising, Problem solving, Negotiating skills, Presentation and facilitation skills, Leadership & Networking skills, Team building, Technology development, Relationship management - Internal and External politics, Communication, Interpersonal skills, Mentoring skills, Motivational skills, Ability to conduct Operational Risk.
Attributes:
Achievement driven (results driven); Action oriented; Attention to detail; Business orientation; Professionalism; Self-assured; Energetic; Self-motivated; Flexibility/Adaptability to Change; Learning ability; Deadline driven; Problem solving & perseverance; Self-driven and able to pursue a vision and objectives with tenacity and without supervision; Disciplined and integrity; Adheres to standards / processes; Coaches/Counsels/Evaluates Staff.
CONTACTS
The South African Postbank SOC Limited is committed to the achievement and maintenance of diversity and equity in employment, especially with regard to race, gender and disability. In compliance with the banks employment equity plans, first preference will be given to candidates from designated groups. Correspondence will be limited to short listed candidates only.
If you wish to apply and meet the requirements, please forward your Curriculum Vitae (CV) to Tshegofatso.lebusho@postbank.co.za.
Please indicate in the subject line the position you are applying for.
Closing date: 17 February 2021
Position numbers: 60066631
Cost Centre: 453121
If you do not hear from the South African Postbank SOC Limited or its Agent within 3 months of this advertisement, please accept that your application has been unsuccessful. The South African Postbank SOC Limited reserves the right not to fill the positions or to re-advertise the positions at any time.