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Head: Enterprise Project Management Office (EPMO)
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General Details
Location:
Advertised By:Agency
Company Name:Diphetogo Consulting Pty Ltd
Job Type:Full-Time
Description
Purpose of this role:
- To strategically provide direction, manage and improve EPMO strategy, frameworks and policies align to industry standards, regulatory requirements, and risk management that is fit for Alexander Forbes requirements.
- To provide oversight and manage the enterprise-wide portfolio of the EPMO which includes a designated Team of Programme Mangers, Project Managers, Administrators, Business Analysts (Permanent & Contracted) and third party service providers contracted responsible for execution of various Operational and Strategic Projects and Programmes end to end within the Alexander Forbes (AF) project and programme delivery framework on a day-to-day basis.
- Collaboration with stakeholders across organisation to drive and ensure successful execution against Business Cases and Benefits for specific Projects and Programmes and completion within set timelines and budgets approved, while ensuring professional standard of work.
- Lead by example in living the Alexander Forbes Values and ongoing care and development of the team to stay aligned with best practices fit for the purpose to deliver a positive outcome and success in line with organisation objectives and priorities.
- Provide ongoing professional guidance, mentoring, coaching, development and on the job training of team and members to ensure excellence and progressing in ongoing improvement of the overall EPMO capabilities and execution success
Education and Experience:
- A Bachelor's degree in Business, Administration, or a related field.
- Project Management Professional (PMP)
- Managing Successful Programmes (MSP)
- Agile Certification
- PRINCE 2 Foundation and Practitioner – advantageous
- Business Analysis Diploma – advantageous
- Minimum of 10 years plus experience in industry
- Minimum of 5-year leadership experience in PMO
Knowledge and skills:
- Strong leadership experience.
- Manage a remote working environment.
- Professionally liaise with Senior managers and Executives as an ambassador for the EPMO function.
- Work effectively and efficiently to achieve objectives.
- As required from time to time, various formal and informal meetings will have to be attended and participated in Strong
- Good written and verbal communication skills.
- Strong attention to details and technicalities.
- Excellent organizational and technical skills.
- Good interpersonal and multi-tasking skills.
- Ability to work under pressure
Business understanding:
- Strong Commercial understanding.
- Client orientated execution and delivery.
- Stakeholder roles and importance of peer networking.
- Lead and drive the socialization of change.
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Id Subtitle 1061815250
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Diphetogo Consulting Pty Ltd
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Job Purpose:
Assists Project Managers during the development of major projects from commencement to completion. Monitors progress of the development projects within his/her area of responsibility and assists the Project Manager with the documentation when necessary.Key Stakeholder Management including Communication and InteractionInternal: Executives, Relevant Committees and Workgroups, Functional areasExternal: members and non-members, PCH PG representatives, PSO’s, SOs TPPP’s, South African Reserve Bank, National Treasury, Financial Sector Conduct Authority, International Payment System Bodies and Regulators.
Project Management Support:
Performing project administrative functions such as organise and coordinate meetings, planning sessions, scoping sessions and workshops and associated logistics within time requirementsEnsuring that meeting rooms are prepared, and all technology are functional to allow for effective engagementsRecord minutes, decisions, risks, issues, and actions at meetings and on time distribution of all documentation/reports and filing of project documentation (Project Administration Audit Checks)Keep an action log and follow up on agreed actions from meeting with Project Managers or Project StakeholdersHandle general project communication and administration activitiesAssist and/or prepare project performance reports, dashboards and/or presentations to provide a comprehensive view of a projectProvide support to project managers with changes in existing projects or execution of additional projects that cause changes to project schedulesEnsure accurate distribution of reports to relevant stakeholdersFacilitate approval/sign-off processesIdentify potential risks involved on delivery and timelines
Stakeholder Management:
Build and maintain sound relationships with project stakeholdersUnderstand the deliverables of internal and external project stakeholders and contribute to success through support
Networking:
Cooperate and work with others, encourage a positive team spiritExercise considerable degree of initiative in the execution of duties and perform duties independentlyPortray a professional image and high degree of social skill when dealing with colleagues and stakeholdersKeep abreast of changes and trends in project management
Education and Experience Required:
8 - 10 years of hands-on experience as a project administrator or coordinator, with at least 8 years and more involved in complex multidisciplinary projects or multiple projects/programmes in the financial services and banking industry.A tertiary qualificati...
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Responsible for the day to day operational management of our Inbound Sales & Service Contact Centre. Managing and coaching multi-skilled Contact Centre teams via the Sales & Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite.
The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement.
ACCOUNTABILTIES & DELIVERABLES
Deliver annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client’s strategy and risk appetiteManage and support the delivery of the Contact Centre’s operational service strategyLead, develop and motivate Team Managers to encourage agents to deliver a best in class service across all stages of the customer journeyProvide strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potentialEffectively manage and develop the performance, talent and future capability of all direct reports and wider teamAccountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetiteOperate within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trendsDrive fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measuresWork with the Business to deliver new products, changes or initiatives impacting Customer ServiceEnsure the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and trainingDesigning and delivering reward and incentive schemes aligned to fair customer outcomesOwnership of first line operational risks and controlsDevelop strong working relationships with key internal and external stakeholders, to achieve business objectives
PERSON SPECIFICIATION
Proven leader and relationship manager across teams and in a matrix management organisationDetailed understanding and experience of Contact Centre ManagementStrong relationship & stakeholder management skills at a Senior Manager and Executive levelProject management skills in complex multi-functional projectsStrong influencing, negotiating & networking skillsExcellent management and interpersonal skillsAbility to think strategically but translate this into deliverable plans which ...
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JOB PURPOSETo create models, arrangements and drawings according to standards using the relevant computer software.JOB FUNCTIONGenerate models and drawingsDetailed design drawings and specifications are developed using CAD equipmentProposal/costing drawings have no errors and parametrics are used for automationsUniform standards are set for design/drawings and are managed accordinglyMathematical formulae are computed to develop and design detailed specificationsDesigns are modified and revised to correct operating deficiencies or to reduce production problemsSpecifications, sketches, drawings, ideas and related data are reviewed and analysed to assess factors affecting component designs and the procedures/instructions to be followed CalculationsDesign calculations are completed to ensure soundness of the design and custom designs are drawn up to suit customer applicationsAdministrationBill of Materials is produced for each design and drawing register database is maintained according to company requirementsEngineering standards are documented, controlled and used in such a way that activities are executed professionallyAdministrative systems are set up, maintained and improved for the relevant production divisions activitiesPDA is loaded and works order is created in JDE and updated as required (in areas where this is applicable) ComplianceProcedures, design specifications, ISO standards, quality and safety standards are adhered to and integrated into designCustomer Liaison/Team SupportConsultation with colleagues/customers regarding design, layout or detail components and systems to resolve design or other related problemsCustomer Representatives are conferred with to review schematics and answer questions pertaining to installation of systemsInitial installation of designs is supervised when required in order to ensure all customer and internal design requirements are metProvides on the job coaching for junior staff, technical support and leads projects as requiredQUALIFICATION & REQUIREMENTSN6 Mechanical Engineering, Draughting Diploma would be advantageousAutoCAD 2D & 3D, Inventor 3D modelling; iParts & iLogic AdvantageousAt least 5 years applicable product design experience in an OEM/Manufacturing environment and some structural design experience within the mineral processing industryDrivers Licence is required and willing to travel outside SA borders if requiredVault or any other data management systemProficient in Microsoft Office Suite (MS Word, Excel and Outlook)Attention to detail, innovative, quality orientated, customer focus, good communication, planning and organising skills.Experience - designed mechanical experience not just traced or copied over drawings.
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The incumbent the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports. Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions. The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily, Perform quality assurance based on the specialized requirements of the role. Should be able to ensure strong stake holder management into Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously.
Areas of Responsibilities
Timeous Reponses to Queries:
Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties.Accurate query response within the stipulated timelines.Have good problem solving capabilities.
Record Keeping/Filing:
Record/track complaints and determinations received from the PFA, FSCA and other sources.Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities.
Reporting:
Controlling the outcome of PFA determinations issued and ensuring adherence.Provide a weekly report/update of all complaints to Management.Provide monthly reports for the relevant stakeholders.Be able to deal with Board of Trustees and other stakeholder enquiries.
Time and Quality Management
Meet production standards in terms of quality and quantity.Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements.
KPI :
Investigation of Pension Funds Adjudicator (PFA) complaints
Respond to PFA/FSCA complaints in respect of the different Funds Administered by SALT EB within the prescribed timeframes.Draft eight responses per day, forty per week and one hundred and sixty per month.Timeous implementation of OPFA determinations.Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted response.Attend to PFA queries relating to responses/Attorney and member queries.
Record keeping:
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