Operations Manager: Client Services Support

**UP Professional and Support**:
DEPARTMENT OF ENROLMENT AND STUDENT ADMINISTRATION

OPERATIONS MANAGER: CLIENT SERVICES SUPPORT

PEROMNES POST LEVEL 08- The University of Pretoria's commitment to quality makes us one of the top research Universities in the country and gives us a competitive advantage in international science and technology development._

JOB PURPOSE:
The purpose of the job is to oversee critical processes and various teams, including the Call Centre and General Enquiries. Ensuring operational efficiency, developing a user-friendly environment and processes, and upholding compliance with university policies and leading a dedicated team to drive excellence, continuous improvement, and effective resource management. Contribute significantly to enhancing the University’s brand image and promoting service excellence across all Client Service Support (CSS) interaction channels. Manage and mitigate risks.

RESPONSIBILITIES:

- Management, planning and decision making:

- Manage and optimise resources, including financial, human, and technological resources, to ensure operational effectiveness and efficiency;
- Develop and implement strategic and operational plans and initiatives to support organisational objectives and adapt to changing environments and client needs;
- Conduct regular analysis and reporting to track performance, identify trends, and inform decision-making processes to drive positive outcomes;
- Manage any service disruptions and adapt to sudden changes in the environment to minimise the impact on operations and clients, upholding the University’s reputation;
- Identify security threats, and in collaboration with Security Services, make timely decisions regarding safety and security measures such as evacuation, ensuring the well-being of personnel, students, and clients in the SSC building;
- Identify and rectify operational issues, ensuring adherence to University policies and regulations;
- Cultivate and manage relationships with internal and external stakeholders;
- Human Resources management:

- Ensure compliance with HR policies and procedures during recruitment, selection, and personnel management;
- Lead, manage, and motivate the User Support Team, providing guidance, support, and mentorship to foster collaboration and accountability;
- Recruit, appoint and schedule personnel complement (including full-time staff, temporary workers, and interns) to maintain service continuity;
- Manage and maintain a performance management system to develop and enhance the performance of individuals, teams, and the division, thus contributing to the performance of the division;
- Provide guidance to staff to enhance their individual output and quality criteria, and establish and maintain formal procedures to ensure that individual staff members are utilised optimally;
- Communicate the formulated UP policies with the staff, contract appointments and consultants, and ensure their adherence to them;
- Manage the complete process of the recruitment, selection, and placement of staff;
- Provide learning and development opportunities to staff members, according to organisational and individual needs, through the development of a personnel development programme and according to succession planning principles;
- Attend to grievances according to prescribed Grievance Procedure guidelines;
- Financial management:

- Compile divisional personnel, capital, and operational budgets on an annual basis;
- Manage divisional funds according to University policy;
- Manage annual budgets and control income and expenditure through monthly reports;
- Manage and guide contractual agreements with service providers;
- Ensure all payments made for the SSC to issue academic records are correctly allocated to the appropriate cost centre, and follow up with the Department of Finance on any misallocated payments to prevent loss of funds;
- Service excellence and monitoring:

- Collaborate with other departments to address cross-functional issues and improve overall service delivery;
- Promote the University's brand reputation by developing and executing strategies within the division to provide customer service experiences, and maintaining quality service standards in alignment with organisational objectives;
- Implement University regulations, policies, and departmental processes to ensure that client interactions are managed according to these guidelines;
- Oversee the User Support Unit that attends to requests for password resets from students, personnel, and alumni, following University and ITS policies and business rules;
- Ensure that the User Support Unit issues official university documents in compliance with University policies, rules, and regulations, including adherence to the Protection of Personal Information Act (POPIA);
- Measure and report on client satisfaction levels by collecting and analysing customer feedback through surveys and direct interactions, providing feedback to relevant stakeholders t