Job Description

Brief description

The main purpose of this position is to supervise the document and courier services and the shuttle services functions, ensuring quality customer service is provided in support of the client departments' operations.

Detailed description

The successful candidate will be responsible for the following key performance areas:


Plan and allocate work, supervise quality and facilitate delivery of the section-specific outputs. Plan, coordinate and supervise work performed by the Document and Courier Services and the Shuttle Services teams to ensure that all service requirements are delivered in accordance with the agreed customer service level standards and applicable legislation. Monitor driver behaviour reports to ensure that the drivers adhere to the Administrative Adjudication of Road Traffic Offences (AARTO) guidelines and that all reported incidents/accidents are attended to. Supervise and coordinate the processes and activities for the receipt and capturing of damaged and counterfeit banknotes received through the mailing room. Monitor the performance of courier suppliers by ensuring that the agreed service level standard is adhered to and ensure that all escalations are addressed and resolved. Lead and coordinate the implementation of the courier hand-held devices in collaboration with the South African Reserve Bank's (SARB) Business Solutions and Technology Department (asset management) and Group Security Management Department. Manage all resources and associated systems to ensure continuous service availability to the end users. Compile and provide reports, including monthly trends analysis, number of mail and courier service requests received, and number of parcels received for local and international deliveries, to enable decision-making. Monitor and manage the performance of the courier contractor according to the service level agreement. Ensure adherence to controls and that tasks (including queries and disputes) are performed within established practices and given processes, while maintaining compliance with standards, policies and related guidelines. Provide input into the section's annual budget and resources planning. Recommend improvements to systems, processes and service standards. Fulfil the team leadership function pertaining to on-the-job training development and performance of the team. * Manage stakeholder and customer relations related to the document handling, courier and shuttle services.