Position Servicing Team Leader Type & Grade Grade 8 (Fixed Term Contract)

Transcription

1 J O B S P E C I F I C A T I O N & R E C R U I T I N G P R O F I L E O F V A C A N C Y 29 June 2018 The fllwing vacancy exists at NSFAS. Psitin Servicing Team Leader Type & Grade Grade 8 (Fixed Term Cntract) Vacancy N 20 f 2018/19 Department & Unit Operatins: Channel POSITION OVERVIEW The successful incumbent will reprt t the Manager: Servicing. The rle will be respnsible fr leading and mtivating a team f Servicing Administratrs, allcate wrk t ensure that service perfrmance standards and targets are met. In additin, the incumbent will be accuntable fr supprting the team thrugh addressing prcess, institutin and ther department escalatins during the applicatin cycles (slicit) and the pst funding (maintain and service) stages. The team is likely t require shift wrk at peak prcessing times RESPONSIBILITIES a. Planning Cntribute t sectin and business unit plans by managing day-t-day peratins. Plan resurcing t address peak prcessing times. b. Manage peratins Excellent understanding f the applicatin capture prcesses, business rules and systems end-t-end t manage day-t-day prcess executin and cmpliance.

2 Excellent understanding f funding and pst funding prcesses including disability funding and pst funding prcesses, business rules and systems end-t-end t manage day-t-day prcess executin and cmpliance. Mtivate the team t reach targets, and use relevant prcess and system metrics t identify and manage any pssible prblems areas and gaps. Address any escalatins during applicatin cycles as the team will als prvide an assisted capturing functin t students and institutins and pst funding. Prvide secnd level supprt t Cntact Centre t facilitate excellent custmer service fr servicing related queries, requests and cmplaints. Prvide secnd level supprt t Institutins t facilitate excellent custmer service fr servicing related queries, requests and cmplaints. Cllabrate clsely with business peratins t ensure seamless custmer service t students and institutins. Hld daily briefing sessins with team members. Attend weekly peratinal meetings with unit manager c. Lead peple Assign wrk t staff members. Fster a team culture that is psitive, student centric and quality fcused. Ensure pen tw-way cmmunicatin abut team perfrmance and prcess details. Be available t assist, cach and develp staff. Manage staff within guidelines f NSFAS cmpany plicies: Recruitment and selectin f staff Inductin and n-the-jb training Perfrmance and develpment Mtivatin and recgnitin Health, safety and envirnmental factrs Discipline and grievances

3 Time keeping and absenteeism. d. Mnitring and reprting Mnitr team results against relevant service level agreements bth internally and externally. Mnitr wrklad and prcessing and reprt accrdingly. Keep direct reprts infrmed daily regarding prductin, efficiency and quality measures. e. Stakehlder relatinship management Prvide an effective interface with all parts f NSFAS that cntribute t the team prcesses. Attend and cntribute t regular knwledge-sharing and resurce planning frums. Ensure that wrkflw and escalatins between departments and institutins are addressed in accrdance with SLAs. Ensure excellent relatinships with Internal stakehlder departments: Other Team Leaders t ensure upstream and dwnstream data quality and prcess cmpliance such as quality f applicatin capturing, supprt t institutins as well as t plan resurcing; Cntact Centre t prvide secnd level supprt t achieve custmer service targets; Student Relatinship team and utreach team regarding custmer satisfactin; Human Resurces fr plicies and guidelines regarding peple management; Business Operatins fr applicatins evaluatin and funding decisins. Prvide direct cntact t institutins t address cmplaints and escalatins if required. Cmpetencies Excellent writing and presentatin skills in English and ther fficial languages; Excellent interpersnal skills including caching; Results driven with a fcus n quality and custmer service; Mnitring and decisin-making; Actin riented;

4 Planning, priritizing, rganizing and resurce management; Mtivating and develping and perfrmance management DESIRED SKILLS AND EXPERIENCE Minimum requirements: An apprpriate 3 year pst matric qualificatin. A minimum f 5 years relevant experience in an administrative peratins and prcessing (including systems) envirnment, f which 2 years shuld be in a supervisry capacity. Beneficial skills and experience Understanding f the higher and further educatin and training sectr in Suth Africa PC Literacy and Micrsft Office Suite (Wrd, Excel, Outlk); Fluency in English; REMUNERATION & BENEFITS Remuneratin Package: R R Ttal Cst t Cmpany per annum inclusive f all benefits and cmpany cntributins. Benefits and Cnditins: Cmpulsry Medical Aid, Pensin Fund & Annual Bnus Included in the abve remuneratin is the cmpany cntributin t ur cmpulsry pensin fund (7.5%), medical aid cntributins and an annual bnus. Clsing date: 6 July 2018 PLEASE NOTE Interested applicants wh meet the requirements shuld send Detailed Curriculum Vitae, Cpies f Academic Qualificatins and names f tw cntactable referees t Nkulunga Mtse via , with the subject Servicing Team Leader t jbs@nsfas.rg.za. NSFAS d nt cnsider late applicatins. Staff n leave must ensure that they check the NSFAS prtals fr advertised vacancies and familiarize themselves with the respective clsing dates.

5 NSFAS nly crrespnds with shrtlisted candidates. If yu d nt hear frm NSFAS within 2 mnths f the clsing date, please cnsider yur applicatin unsuccessful. EMPLOYMENT EQUITY: NSFAS is cmmitted t emplyment equity. Preference will be given t candidates wh imprve emplyment equity targets and ratis. RECOGNITION OF PRIOR LEARNING: NSFAS may recgnise experience in lieu f the Minimum Stipulated Frmal Qualificatins n cnditin that the Experience is Specific, Relevant and Apprpriate fr the vacant psitin as part f Recgnitin f Prir Learning (RPL) measures. The assessment f suitability is at the sle discretin f NSFAS, and n further crrespndence wuld be entered int regarding the utcme. In this regard, candidates are required t include this aspect in their mtivatin letter fr cnsideratin, and may be required t underg a cmpetency evaluatin prir t appintment.