Job Description

Duties and Responsibilities:

• Effectively manage a team within the department
• Improve service delivered by the team
• Communicate effectively to clients and stakeholders about service team issues,
• Resolve conflict optimally in disciplinary and grievance situations.
• Ensure compliance with all relevant policies.
• Assist with resource planning where necessary.
• Assess calls and identify problem areas.
• Ensure that queues are running efficiently and effectively.
• Influence and motivate staff to high levels of performance.
• Develop optimal relationships with all stakeholders who influence the efficiency of the organisation, externally or internally.
• Build strong team relationships which generate energy towards strategic achievements.
• Promote harmonious cultural diversity within the Team, Develop and empower employees and promote an environment of continuous learning.
• Act as a mentor, coach and counsellor in development issues at an individual and / or group level
• identify, develop and maintain appropriate skills levels aligned with strategic intent.
• Communicate regarding strategy and influence people to strive towards the achievement of the strategic objectives of the organisation.

• Constantly monitor and drive achievements of strategy.
• Display innovation and creative thinking in optimizing the performance of the team.
• Be a role model for all in regard to performance, values and commitment to the goals of the organisation.
• Engage others in decision making, encourage consultation and be responsible for effective decision making.