Sorry, the offer is not available,
but you can perform a new search or explore similar offers:

Service Advisor

Minimum Requirements: Must have a minimum of 2-3 years experience as a Service Advisor Must have dealership experience Technical background will be an advant...


From Gap Consulting - Gauteng

Published a month ago

Customer Service Administrator (Johannesburg South)

Requirements Matriculation (Grade 12) or equivalent qualification. Forklift license (valid and in good standing). Relevant qualification in warehouse and sto...


From Mprtc - Gauteng

Published a month ago

Customer Service Administrator (Johannesburg South)

RequirementsMatriculation (Grade 12) or equivalent qualification.Forklift license (valid and in good standing).Relevant qualification in warehouse and stock ...


Gauteng

Published a month ago

Service Advisor

Minimum Requirements:Must have a minimum of 2-3 years experience as a Service AdvisorMust have dealership experienceTechnical background will be an advantage...


Gauteng

Published a month ago

Manager
Company:

Standard Bank


Place:

Gauteng


Job Function:

Customer Service

Details of the offer

Job Details

Risk & Corporate Affairs
Job Purpose

Create effective partnerships with Suppliers on a strategic and operational level.
Ensure that the agreed services are delivered and service levels are met.
Drive communication between Suppliers and key stakeholders where necessary.
Manage Supplier relationships.
Key Responsibilities/Accountabilities

Management of a select portfolio of Suppliers. Assume full accountability for management of the relationship between Suppliers and SBSA to ensure that the Supplier performance tracking in terms of:Service Level Agreement (SLA) tracking.Perform maintenance and support function for the Supplier.Ongoing Supplier engagement (relationship meetings).Management of query/issue resolution with the Supplier to ensure continuation of business.Ensure that logical efficiencies and the best rates are negotiated with suppliers in support with the Supplier Manager and Supply Chain Management Services.Manage process requirements and time constraints. Ensure that customer complaints are logged and root cause analysis undertaken to prevent recurring problems.Evaluate and assess continuous improvement initiatives that would be beneficial to the bank as well as the Supplier.Investigate the need to automate processes to reduce costs and administration.Ensure that all Supplier related work instructions are kept updated and that staff are aware of them. (Strategy Management)Ensure that the service levels are maintained to ensure that service level agreements with internal and external customers are adhered to at all times.Initiatives are completed on agreed timelines and within budget guidelines.To manage and lead consultant by ensuring quality, customer service, SLA’s and people management are consistently met.Monitor and manage the performance and development of staff within the area. This includes conducting mid-year and annual performance appraisals.Manage and monitor the performance levels of staff by conducting regular performance reviews, recognising and managing poor performance and re-enforcing key accountabilities.Assess skills levels and constantly provide training, coaching and encouragement to staff. Where appropriate awarding staff for service excellence.
Monitoring of Key Metrics & Reporting:
Key measurements need to be agreed as per Service Level Agreements and these needed to be monitored according to agreed frequency to ensure that operation is achieving operational excellence and meeting agreed processing targets.
Relationship Management
Manages a selected portfolio of strategic Suppliers. Assumes full accountability for management of the relationship between the Suppliers and SBSA to ensure that the Supplier performance tracking in terms of:
Scope of service requirements
Supplier management model
Balance Scorecard/Dashboards
Other contractual obligations not mentioned, or devised in future
Financial and budget parameters
Internal stakeholder engagements (Product Portfolios, Credit Strategy; Business Operations)
Problem Management:
Ensure that all problems or service complaints are resolved within the agreed SLA time period.
Provides reports on a weekly and monthly basis.
Customer service:
Ensure that all queries and problems are resolved promptly.
Ensure accuracy of information when resolving queries.
Internal Process and SBSA policies and procedures
Ensure the Supplier is aligned to the Supplier Strategic intent of the bank
Ensure that policies and procedures are adhered to as set out in Bank’s guidelines in order to minimise risk and avoid wasting time through corrective action.Establish and manage policies and procedures to ensure optimal levels of service delivery for SBSA. Communicates priorities, schedules tasks and monitors task/project status.Develop and define Key performance measure for SuppliersManage and attend to all operational and service requirements of Business Partners and foster a team approach by actively building strong relationships with key stakeholders.Demonstrate visible service orientation with team and position team as a provider of high-value operational services.Accountable for the actioning various reports where necessary to manage Supplier performance and riskTimeously identify risks / opportunities and where appropriate investigate / exploit these risks / opportunities to the advantage of the business.Identify and eliminate all non-value adding activities within the area.Investigate the need to automate processes to reduce costs and administration.Optimise performance metrics in all areas and ensure these are visible. Ensure Service Levels are met at all times.Ensure the Supplier is compliant with all relevant legislation and regulations.Ensure that appropriate, accurate, reliable MIS is produced and made available to Senior management and Executive Directors
Financial Performance

Identify synergies and ways to achieve economies of scale with new and existing Suppliers so as to manage costs.
Develop improvement priorities and performance, productivity, quality enhancements so as to identify ways to reduce costs and achieve desired savings.
Operational effectiveness
Manage the Supplier’s Operational efficiency by ensuring the Suppliers Operations is running effectively
Ensure that the Supplier’ operational output is aligned with the agreed service delivery targets and specifications
Manage the validity and integrity of all information (including MIS) received from the various Suppliers
Identify and eliminate all non-value adding processes within the Supplier
Ensure that the service levels are maintained to ensure that service level agreements with internal and external customers are adhered to at all times.
Ensure that appropriate, accurate, reliable service MIS is produced and made available to Senior management and Executive Directors
Risk management
Limit potential losses to the bank by ensuring that laid-down instructions are adhered to within the Supplier’s operations
Assist stakeholders with the identification of risks and liaise with the Supplier Management Head to mitigate these risks. Conduct due diligence on the sustainability of suppliers and liaise with the appropriate stakeholders to develop the appropriate contingency plans.
Identify, assess and manage the risks associated with outsourcing core functions of the business and conduct an annual risk assessment in conjunction with Risk and Compliance management.
Ensure that Disaster Recovery and Business Continuity are extensively covered by the Supplier to reduce or mitigate risk to the bank.
Manage all legislative and banking compliance within agreed levels of authority for all Suppliers and with all applicable laws, regulations, group policies and procedures.
Ensure that an effective control structure is managed and maintained to ensure appropriate segregation of duties.
People management
Responsible for inspiring, motivating, leading and managing the team.
Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
Ensures skills assessments and competency-based training takes place as and when required.
Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
Creates an environment in which learning and development are emphasised and valued.
Takes personal responsibility for coaching and mentoring others.
Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
Promotes a culture where the values of the Bank are seen to be ‘alive’
Ensures the implementation of the leadership promise and employee engagement programme.
Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
Drives the Talent Review Sessions and succession planning, in conjunction with Human Resources (for SBG11 – SBG13 only).
Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures
Learning and Growth
Manage and monitor the performance levels of staff by conducting regular performance reviews, recognising and managing poor performance and re-enforcing key accountabilities.
Assess skills levels and constantly provide training, coaching and encouragement to staff. Where appropriate awarding staff for service excellence.
Foster a culture of teamwork and staff satisfaction.
Monitor the training and development of consultants
Attend job related and leadership workshops.
Ensure that competency based training programmes commence within the area.
Support and drive training interventions to address performance / development gaps.
Ensure that staff training requirements are attended to.
Ensure that staff are kept up to date regarding changes/enhancements to products and processes which impact custome...


Source: Neuvoo3_Ppc

Job Function:

Requirements

Manager
Company:

Standard Bank


Place:

Gauteng


Job Function:

Customer Service

Built at: 2024-03-29T10:38:24.372Z