Team Leader - Regional System Customer Support at South African Reserve Bank

• The main purpose of this position is to supervise the customer support offered to participants, central banks and regional clearing and settlement operators and to monitor the regional settlement system.

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

• Manage the operations of the Customer Support Centre.
• Perform system testing for the regional system according to the system test framework.
• Execute and monitor the cost recovery for the regional system.
• Perform a supervisory role* for the regional system.
• Ensure that calls are logged, monitored and resolved according to agreed standards.
• Approve static data changes on the system.
• Manage and update user profiles and user access on the system.
• Develop and maintain a training programme for new team members.
• Supervise internal audits and assist with external audits to ensure compliance.
• Supervise the reconciliation of all control and sundry debtors accounts.
• Support risk management and compliance for the systems.
• Supervise business continuity planning (BCP) test coordination and execution for participants and the regional system.
• Develop and maintain the system procedures and processes.
• Create a performance culture in the unit, define performance expectations and conduct effective performance management of direct reports.
• Evaluate own performance against a given criteria and identify and address task-specific learning needs.
• Plan, organise, control, manage and evaluate the work of team members and administer human capital functions.
• Collate and provide management with information for decision-making purposes.

Job Requirements
To be considered for this position, candidates must have:

• a minimum of a Bachelor’s degree or an equivalent qualification; and
• five to eight years’ experience in a payments or settlements environment.

Additional requirements include:

knowledge and skill in:

• settlement systems;
• the national payment system;
• general management;
• risk management;
• central banking; and
• relevant legislation;
• analysis and problem solving;
• conflict handling;
• attention to detail;
• time management;
• planning and organising;
• service and stakeholder focus; and
• driving results.