(1268) Team Leader: Document Handling Courier and Shuttle Services - CSD

Brief Description

The main purpose of this position is to supervise the document and courier services and the shuttle services functions, ensuring quality customer service is provided in support of the client departments’ operations.

Detailed Description

The successful candidate will be responsible for the following key performance areas:

• Plan and allocate work, supervise quality and facilitate delivery of the section-specific outputs.
• Plan, coordinate and supervise work performed by the Document and Courier Services and the Shuttle Services teams to ensure that all service requirements are delivered in accordance with the agreed customer service level standards and applicable legislation.
• Monitor driver behaviour reports to ensure that the drivers adhere to the Administrative Adjudication of Road Traffic Offences (AARTO) guidelines and that all reported incidents/accidents are attended to.
• Supervise and coordinate the processes and activities for the receipt and capturing of damaged and counterfeit banknotes received through the mailing room.
• Monitor the performance of courier suppliers by ensuring that the agreed service level standard is adhered to and ensure that all escalations are addressed and resolved.
• Lead and coordinate the implementation of the courier hand-held devices in collaboration with the South African Reserve Bank’s (SARB) Business Solutions and Technology Department (asset management) and Group Security Management Department.
• Manage all resources and associated systems to ensure continuous service availability to the end users.
• Compile and provide reports, including monthly trends analysis, number of mail and courier service requests received, and number of parcels received for local and international deliveries, to enable decision-making. 
• Monitor and manage the performance of the courier contractor according to the service level agreement.
• Ensure adherence to controls and that tasks (including queries and disputes) are performed within established practices and given processes, while maintaining compliance with standards, policies and related guidelines.
• Provide input into the section’s annual budget and resources planning.
• Recommend improvements to systems, processes and service standards.
• Fulfil the team leadership function pertaining to on-the-job training development and performance of the team.
• Manage stakeholder and customer relations related to the document handling, courier and shuttle services.

Job Requirements

To be considered for this position, candidates must have:

• a minimum of a three-year Bachelor’s degree in Business Administration or Bachelor of Commerce degree (NQF 7) in Business Management, or an equivalent qualification; and 
• a minimum of five to seven years of experience in a client services environment with at least two years supervisory experience. 

Additional Requirements Include:

• knowledge and skill in:
• industry, organisational and business awareness;
• quality assurance;
• continuous improvement; 
• continuous learning and/or professional development;
• business continuity planning; 
• service delivery; 
• service delivery reporting;
• service delivery equipment, tools and machinery operation; and
• inventory and resource utilisation and administration.

About Sarb

Primary mandate of the SARB

Section 224 of the Constitution of South Africa states the mandate of the SARB as follows:

The primary object of the South African Reserve Bank is to protect the value of the currency in the interest of balanced and sustainable economic growth in the Republic.

The South African Reserve Bank, in support of its primary objective, must perform its functions independently and without fear, favour or prejudice.

What We Do

Monetary Policy

The Constitution gives the SARB the mandate to protect the value of the rand. We use interest rates to keep inflation low and steady.

Financial Stability

The SARB has a mandate to protect and enhance financial stability. We identify and mitigate systemic risks that might disrupt the financial system.

Prudential Regulation

The Prudential Authority regulates financial institutions and market infrastructures to promote and enhance their safety and soundness, and support financial stability.

Financial Markets

Open market operations are the main tool we use to implement monetary policy. We manage South Africa’s gold and foreign exchange reserves.

Financial Surveillance

The SARB is responsible for regulating cross-border transactions, preventing the abuse of the financial system and supporting the regulation of financial institutions.

Payments And Settlements

The SARB is responsible for ensuring the safety and soundness of the national payment system, which is the backbone of South Africa’s modern financial system.

Statistics

The SARB provides important economic and financial statistics that present an overview of the economic situation in South Africa.

Research

Research conducted by the SARB focuses on economics, financial stability, banking and emerging trends in finance. Our research supports policy decision-making.

Banknotes And Coin

The SARB has the sole right to make, issue and destroy banknotes and coin in South Africa.