DEPUTY DIRECTOR: GAUTENG PROVINCIAL OFFICE REF NO: DD- PROV/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.

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.

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 rollout 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.

Mapule Mahlangu Tel No: (012) 399 2639 [email protected]

To apply visit: https://erecruitment.gpaa.gov.za/

All shortlisted candidates, including the SMS, shall undertake two pre- entry assessments. One will be a practical exercise to determine a candidate’s suitability based on the post’s technical and generic requirements and the other must be an integrity (ethical conduct) assessment. It should be noted that the GPAA does not support the use of Artificial Intelligence (AI) in any of its recruitment and selection processes and will disqualify an application if it picks up the use of AI when completing assessments without acknowledging the source of information. Successful completion of the Nyukela Public Service SMS Pre-entry Programme as endorsed by the National School of Government, available as an online course on https://www.thensg.gov.za/training-course/sms-pre-entry-programme/, prior to finalisation of appointment, is a requirement for all SMS positions. For SMS positions, certain candidates may be required to undergo additional Psychometric Assessments. Applicants must note that pre-employment checks and references will be conducted once they are short-listed and the appointment is also subject to a positive outcome on these checks, which include, but not limited to: security clearance, security vetting, qualification/study verification, citizenship verification, financial/asset record check, previous employment verification and criminal record. Applicants will be required to meet vetting requirements as prescribed by Minimum Information Security Standards in line with the new DPSA Directive effective 01 April 2024. By submitting your application, it also means you consent to the GPAA processing your information for Human Resources Management purposes. It is the applicant’s responsibility to have all their foreign qualifications (this includes O and A level certificates) evaluated by the South African Qualifications Authority (SAQA), at your own expense. Upon appointment, successful candidates will be required to sign a Performance Agreement within 3 months from date of appointment and for candidates whose appointment exceeds 12 calendar months will be appointed on probation for the period of twelve (12) calendar months excluding leave taken as prescribed by Public Service Regulation 68. The status of your application will be visible on the e-Recruitment system. However, if you have not received feedback from the GPAA within 6 months of the closing date, please regard your application as unsuccessful. The candidate must take note: It is the GPAA’s intention to promote equity (race, gender and disability) through the filling of this post(s) with a candidate whose transfer/promotion / appointment will promote representativeness in line with the numerical targets as contained in GPAA’s Employment Equity Plan. Note: The GPAA reserves the right not to fill the below-mentioned posts, withdraw or to put on-hold a position and/or to re-advertise a post. The GPAA is compliant with the requirements of POPIA.

PSV Circular 21 of 2026, Post 21/78