Recent Jobs at SBV Services (Pty) Ltd.

Customer Service Management

• Investigate all customer queries, liaising and assisting all relevant stakeholders to resolve customer queries within the agreed upon SLAs
• Responsible for the end to end management of the query portal, logging, tracking and monitoring customer queries
• Escalate complex queries/outstanding disputes to Regional Customer Liaison Officer for resolution
• Investigate no service enquiries, obtain all relevant documentation and present to the Centre Manager for approval of credit notes where necessary, processing according to company policies and procedures

Build and Maintain Stakeholder Relationships

• Build and maintain relationships with all relevant stakeholders, internally and externally
• Responsible for educating customers on SBV processes (accompanied by the respective banks relationship manager) to maintain SBV deposit processing standards
• Responsible for updating and maintaining customer information on the customer service database

Incident and Claims Management

• Obtain all paperwork for the daily incidents, investigations and claims, collate and report to the relevant stakeholders
• Escalate outstanding paperwork to HOD for immediate action
• Resolve customer incidents and provide regular updates with regards to progress
• Obtain reference numbers from Banks and update on the relevant system
• Responsible for the end to end management of the incident and claims management system, logging, tracking and monitoring all customer incidents
• Responsible for the filing of daily incidents and claims for the relevant month
• Secure and save video footage as per customers request
• Arrange cash centre access for customers to view video footage as and when necessary
• Follow up on outstanding credits daily and escalate to the Regional Customer Liaison Officer where necessary
• Inform relevant stakeholders of any operational delays which may impact delivery of service
• Follow up with customers and investigations teams as to outstanding claims received

Reporting

• Report on all queries falling out of SLA and submit to Regional Customer Liaison Officer and Customer Liaison Manager
• Compile a Trend Analysis report weekly, providing recommendations to the Regional Customer Liaison Officer
• Escalate all possible losses to internal investigations by means of an incident report
• Liaise with relevant stakeholders to obtain any information needed for reporting purposes.
• Investigate and report on all claims, providing feedback to the Regional Customer Liaison Officer and the customer
• Conduct a root cause analysis and report on all ACDP and Desk Top differences, resolving or escalating where necessary
• Live the organisation culture within one’s centre
• Live the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment
• towards the mission
• Provide leadership to employees within the organisation, creating a winning culture and high morale
• Lead as an Ambassador and executor of Change
• Act as a change champion in periods of change to ensure continuity to operations

Requirements

Minimum Requirements: Work Experience

• 3 Years’ experience in a similar role handling customer queries within the financial / business industry.

Minimum Requirements: Education

• 1 Year Certificate in Customer Services / Business Management.

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Provide SME guidance and support to management

• Cross-collaborate with line managers to implement the IR Strategy and processes within one’s allocated regions of responsibility
• Responsible to align and drive synergies with IR Specialist counterparts to safeguard consistency nationally
• Provide industrial relations expertise and operational support on a wide range of employment and industrial issues, including labour law, interpretation and draft of labour agreements, policy development and interpretation as well as resolving grievances and recommending corrective action in cases of misconduct
• Provide input into the creation of the IR training program and facilitate / co-facilitate the training sessions with line and HR e.g Chairperson’s training, how to facilitate a case as the company representative, etc.
• Provide SME input into the customisation of the company on-boarding and deliver the training for the IR segment to all new and recently promoted managers
• Provide guidance and coach line managers and HR on internal IR processes, including but not limited to; chairing of disciplinary hearings, preparation for disciplinary hearing and grievance processes
• On complex internal cases, observe the proceedings and provide recommendations on improvements to both the chairperson (if internal) and the company representative
• Consult and support the business through consultation and by providing advice with regards to legislation, policies, and procedures
• Monitor developments within the labour relations field, advise on best labour relations practices and prepare policies to support changes in the labour relations field
• Draft proposals or counterproposals for collective bargaining or other labour negotiations, submitting it to review by IR & Business Senior Management
• Engage with employees and shop stewards at the centres in effects to create a conducive labour climate, partnering with applicable Business Units / stakeholders to resolve concerns or challenges raised
• Support Line Management in engaging employee and shop stewards where there is industrial action or threat of industrial action
• Responsible to drive all query resolution to completion in relations to queries raised by employees or the unions
• Support Line management with complex union/shop steward discussions, providing a full report and action list to the Head: Employee Relations
• Partner with Operations to build a sustainable union engagement & partnership strategy, monitoring delivering and reporting progress / noncompliance
• Compile new contracts of employment and review and revise all existing contracts for relevancy to company and legislative changes, submitting them for review to HR and IR Senior Management
• Drive workshops with HR General and Line Management on complex IR related matters that are impacting the labour climate.

Represent SBV on Labour dispute matters

• Investigate, prepare and represent SBV at the CCMA, bargaining council and labour department as per the assigned case load

Responsible to provide a high-end consultancy service to assure the best possible outcome for SBV by:

• Consult with and prepare all applicable witnesses & or stakeholders
• Draft all required correspondence, in conjunction with Legal where applicable
• Debrief stakeholders on areas of development

Facilitate and maintain effective relationships

• Oversee and maintain that labour relations policies and procedures are in place and that they are properly communicated to all, consistently applied and they promote co-operation and respect amongst all levels of staff to achieve stable and healthy relationships
• In conjunction with all other IR specialists, responsible to establish and drive a shop steward strategy which will strengthen relations between SBV and the union
• Facilitate and maintain a good working relationship with union representatives
• Maintain sound relationships with representatives from the Labour Department as well as relevant Service Providers

Systems Management and Reporting

• Implement, capture information and maintain a comprehensive IR administration system
• Consolidate reports on all IR Activity throughout the organization verifying the accuracy and identify and report on trends, providing an analysis thereof as well as recommendations where necessary
• Monitor internal labour relations trends, propose solutions and submit for review and approval thereafter instituting remedial action
• Remain apprised of all changes or relevant news and provide analysis and report where required

People Management

• Provide leadership to employees within SBV
• Creates a conducive environment which translates into productivity and high morale within SBV
• Inspire one’s team to deliver on key performance areas
• Adhere to legislative requirements and Group policies and procedures
• Leading the focus on talent to instil value creation for high value contributors
• Preside over disciplinary hearings on behalf of SBV in alignment with statutory requirements and the policies & procedures of SBV
• Lead and manage the Talent Management Process within one’s area
• Lead and manage the end to end performance management process of employees
• Adhere to legislative requirements, company policies and procedures in respect of employment Health and safety practices
• Responsible for employees to undergo the relevant training inclusive of any mandatory refreshers in conjunction with the Learning and Security Academies
• Draft and execute training plans in conjunction with the Learning and Security Academies

Systems Management and Reporting

• Implement, capture information and maintain a comprehensive IR administration system
• Consolidate reports on all IR Activity throughout the organization verifying the accuracy and identify and report on trends, providing an analysis thereof as well as recommendations where necessary
• Monitor internal labour relations trends, propose solutions and submit for review and approval thereafter instituting remedial action
• Remain apprised of all changes or relevant news and provide analysis and report where required

People Management

• Provide leadership to employees within SBV
• Creates a conducive environment which translates into productivity and high morale within SBV
• Inspire one’s team to deliver on key performance areas
• Adhere to legislative requirements and Group policies and procedures
• Leading the focus on talent to instil value creation for high value contributors
• Preside over disciplinary hearings on behalf of SBV in alignment with statutory requirements and the policies & procedures of SBV
• Lead and manage the Talent Management Process within one’s area
• Lead and manage the end to end performance management process of employees
• Adhere to legislative requirements, company policies and procedures in respect of employment Health and safety practices
• Responsible for employees to undergo the relevant training inclusive of any mandatory refreshers in conjunction with the Learning and Security Academies
• Draft and execute training plans in conjunction with the Learning and Security Academies

Provide leadership to employees within the organisation, creating a winning culture and high morale Lead as an Ambassador and executor of Change

• Act as a change management architect in periods of change to ensure continuity to operations
• Effectively communicate and embed new processes and procedures as they occur addressing or escalating matters / concerns to the SME’s (subject matter experts) when required
• Facilitate the necessary presentations, workshops or forums in order to ensure consistent and accurate communication is given across one’s area

Drive the organisation culture

• Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment
• towards the mission.
• Drive Transformation and BBB-EE initiatives to ensure sustainable alignment to the company scorecard
• Provide leadership to employees within the organisation, creating a winning culture and high morale
• Initiate and lead a culture of performance driven output through shared purpose vision and values

Requirements

Minimum Requirement: Experience

5 years’ experience in a similar sized unionized environment preferably within manufacturing or logistics of which:

• 2 years’ experience at representing the company at CCMA
• Extensive knowledge of South African Labour Law, Employment and Firearm Control legislation

Minimum Requirement: Education

• Degree/ National Diploma in Human Resources / Industrial Relations/ Labour Law