DEPUTY DIRECTOR: GAUTENG PROVINCIAL OFFICE REF NO: DDPROV/GAU/2026/06-1P

DEPUTY DIRECTOR: GAUTENG PROVINCIAL OFFICE REF NO: DDPROV/GAU/2026/06-1P

Client Relationship Management  : Permanent

The purpose of the role is: to ensure effective and efficient pension service
delivery in line with GPAA strategy in the GPAA strategy within the province.

SALARY :

R1 101 468 per annum (Level 12), (all -inclusive)

CENTRE LOCOATION: Pretoria

REQUIREMENTS :

A relevant three-year bachelor’s degree/B Tech or equivalent three-year
qualification (at least 360 credits) with six (6) years appropriate proven
experience in the field of Customer Service management with three (3) years
in management or middle management experience. Knowledge of GEPF
Services and products. Knowledge of GEPF systems and service delivery
applications. Knowledge of Employee Benefits. Knowledge of Client Relation
Management. Knowledge of relevant legislation. Geographical knowledge of
the Province/Region. Customer Service Management. Stakeholder
Management. Problem-solving skills. Written and verbal Communication.

Organisational skills. Conflict Resolution. Proficiency in MS Office Suite.
Presentation skills. Reporting skills. Financial Acumen. Communication &
Interpersonal Skills. Customer-oriented. Outgoing personality. Ability to
communicate at all levels. Ability to build strong network relationships.
Assertive & Decisive. Ability to work in a team. Results-Driven & Proactive.
Ethical & Dependable.

DUTIES :

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. Ensuring continuously
updated and relevant SOPs for unit/s under management.

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,
reviewing adherence on an ongoing basis. Submit all statistics, reports and
replies timely and accurately.

Inform the Director about work progress, problems and corrective measures applied. Manage the delays in service delivery at all service delivery touch points/channels. Manage the escalation for delays in the payment process. Manage provincial service channels (mobile, Walk-in Centre, provincial email enquiries and client liaison services).

Adherence to schedules for mobile and CLO activities. Inform the
Communications unit on marketing and branding needs. Ensure effective risk
and compliance management within the Gauteng 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 risks according to the
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 you become aware of immediately. Ensure office-based auditing and
quality control of processes and procedures, together with the implementation
of proper controls in alignment to Walk-in Centre’s SOP. Monitor and control
compliance to audit risk findings and action plans. Keep the risk register at the
CRMMMF (CRM middle management forum) updated. Monitor compliance to
SHERQ (Safety, Health environment, Risk and Quality) regulations.

Report and discuss all associated risks, incidents and seek guidance from Management (GPAA 16.2). 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
units/stakeholders/clients/service providers to enhance service delivery in line
with GPAA strategic objectives. Ensure that there are 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 monitoring of resolution and reporting in place. Ensure, coordinate, support and track the resolution of various stakeholder/clients’ enquiries or complaints. Increase GPAA provincial footprint through the rollou of various service channels in collaboration with Facilities unit. Ensure successful business transformation within Gauteng Provincial Office.

Function as a change champion for transformation and communication, 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 in alignment to SOP.

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.

Manage all resources of the Unit. Set agree, and monitor performance of direct reports, check that it is aligned with planned targets. Allocate work according to the individual workload, expertise, and developmental needs of the individual.
Identify development and succession planning requirements. Ensure
employment equity compliance. 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 :

Mapule Mahlangu Tel No: (012) 399 2639

Enquiries.erecruitment@gpaa.gov.za