- Responsible for meeting agreed timeframes and customer specifications within the daily Operations
- Comply and adhere to SLA’s including but not limited to: Quality of Service, Load Adherence and Risk Framework
Organise, plan and manage all resources for optimal service to customers and to avoid service failures
- Proactively keep customers informed of potential service failures or late arrivals in order to maintain good customer relations
Responsible for the management of operational resources and assets
Manage resources such as fleet, equipment, weapons, systems etc. for optimal performance levels by monitoring and controlling the maintenance, availability, cost effectiveness, etc
Manage that appropriate contingency plans are in place for all natural disasters and vehicle breakdowns in conjunction with the Risk Division
Manage the daily operations in compliance with systems, processes, and procedures
Provide input regarding improvements to technology and feasibility thereof e.g., new trolleys, new firearms etc.
Responsible for the continuous evaluation and improvement of processes
Review and evaluate processes to identify opportunities to reduce risk and improve workflow, making recommendations to the relevant stakeholders for approval
Upon approval, responsible to implement, monitor and track any continuous improvement initiatives
Actively support implementation of planning and forecasting systems
Manage and review the handling processes e.g., arrival, departure and loading to ensure optimal working processes and performance and recommends improvements
Identify potential risks e.g., theft, robberies, monetary losses, disasters and reduces risk potential by developing and implement procedures and systems in compliance with SBV’s Enterprise Risk Management Framework
Manage and drive the productivity schemes within the operations
Monitor outcome of quality checks to ensure that centre/s adhere to standard operating procedures. Resolve non-compliance.
Governance
Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.
Manage operational projects within your Centre/s
Responsible to ensure Centre readiness e.g., staffing, training, equipment, change management, systems, and systems support, etc.
Manage all operational projects linked to the strategy in support of Business Optimization.
Monitor compliance to Project timelines, escalate any deviations to the relevant stakeholders, and seek timeous resolution
Continually review procedures, systems and performance against business plans, budgets and progress of programmes and projects
Manage projects as allocated, for example the expansion within a centre / changing the layout of the centre, including the pre and post implementation reviews
Financial Management
Manage the premises assigned, including maintenance, and taking into account, cost, operational effect, time and reputational image.
Manage vendor relationship, own the process for repairs, etc.
Manage the centres financials in alignment with the annual budget.
Risk Management
Utilise security and environmental information from within and outside the organisation to minimise risk (i.e., rerouting of vehicles, changing times for deliveries alternative teams etc.
Mitigate reputational and operational risk by embedding risk management processes and effectively managing compliance
Manage risk investigations to identify possible breaches of security and take measures to strengthen security e.g., additional camera’s, access control, searches
Implement proper controls and systems in terms of the prescribed policy and insurance requirements e.g., if there is a vault, there must be a camera etc.
Conduct security surveys on an on-going basis in line with the security plan
Report all losses, potential losses, and ATM/Logistics differences to the relevant stakeholders.
Keep Logistics losses within loss tolerance levels
Responsible for the audit outcomes of the centre/s, proposing remedial actions where necessary and the implementation thereof
Execute plans to remedial audit findings and ensure the compliance is within acceptable tolerance levels.
Collaborate with Risk and GM to ensure that a relevant and accurate BCP is in place, reviewing it with the relevant stakeholders.
Partake in BCM and crisis management simulations to ensure relevance and practicality
Manage all activities in the event of a crisis at the centre/s
Request dispensation and pre-authorisation from the GM when outside of rules & regulations (e.g., exceeding limits, security cameras not working, team structure etc)
Keep audit trails of run information and related security measures for potential investigations/claims
Report and provide support into the investigation process in collaboration with the Risk team.
Ownership of Centre
Manage Internal Relationship through:
Build and maintain effective relationships across multi-functional departments within SBV for seamless interactions
Keep relevant parties informed to encourage operational effectiveness and efficiency
Manage External Relationship by:
Effective engagement with key stakeholders and provision of high levels of service
Meet with customers on a regular basis in order to deal with operational concerns and introduce other SBV stakeholders (for example: Sales and marketing)
Identify opportunities within the industry to add value to portfolio of clients by understanding client’s business models and strategies and feeding this information through to the Customer and Commercial Department
Provide input into the business cases for new centre/s within one’s area of responsibility
Review and provide reports to the relevant stakeholders as required within the agreed upon timeframe including trends
Manage an integrated Logistics operation (if applicable)
Manage the various departments / service offerings in order to create a seamless pipeline for the movement of cash within Wholesale/Industry and Bank Branch, Retail and ATM
Responsible for the alignment of all processes and practices within the centre/s with the requirements of Statutory laws and documentation, SBV Policy and procedure and Regulatory bodies (for example SARB, PSIRA)
Identify, manage, and implement centre level plans and objectives as set by the relevant stakeholders or General Manager
Assist to implement and manage onsite guarding in alignment with the contracts signed in conjunction with the relevant stakeholders
Accountable for all ATMs within the centre under SBV’s custodianship to achieve SLA requirements in terms of availability/uptime, replenishment, balancing and first line maintenance
Compile and provide information and MIS for relevant Customer engagements and SLA discussions
Manage an integrated Processing Operation (if applicable)
Manage seamless processing of cash within the centre/s ensuring accuracy and realisation of daily operational goals
Oversee that correct denominations in respect of notes and coins are delivered to customer timeously
Verify that all Cash deposits are processed and credited on the same day as received from customers
Identify, manage, and implement centre level plans and objectives as set by the relevant stakeholders or General Manager
Validate and report that the cash centre is accurately balanced daily. Escalate discrepancies to the General Manager
Conduct physical cash checks in order to verify that the centre cash is aligned to the GL
People Management
Provide leadership to employees within SBV and provide strategic and operational oversight of one’s department.
Capacitate the department by ensuring that the team structure is maintained, appropriately recruited, and selected.
Creates a conducive environment which translates into productivity and high morale within SBV.
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.
Be an advocate for SBV’s Talent Management Process
Adhere to legislative requirements, company policies and procedures in respect of employment Health and safety practices.
In relation to continuous improvement partner with Organisational Development to identify and possibly develop applicable training material or interventions that will provide future fit SBV employees.
Drive the organisation culture
Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.
Lead as an Ambassador and executor of Change
Act as a change management architect in periods of change to ensure business continuity.
Manage the integration of business units into a seamless end to end solution for customers.
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 to ensure consistent and accurate communication is given across one’s portfolio.
