Manager, Partnerships

Role Purpose

• Create effective partnerships with vendors on both a strategic and operational level.
• Ensure that the agreed services are delivered, and service levels are met.
• Drive communication between vendors and key stakeholders where necessary.
• Manage vendor relationships
• To adopt, implement and ensure adherence to the Vendor management framework across the CHNW,BCC and BS&R Segment
• To ensure adherence to Procurement policies by regularly communicating and engaging with the relevant governance and procurement teams

Key Responsibilities

Vendor Management

• Ensures that all the required processes, systems and controls are relevant to effectively manage Attorneys, Liquidators, Trustees, Executors and Debt Collection Agencies to minimise Credit losses to within agreed targets
• Management of query resolution with the Vendors to ensure continuation of business.
• Ensure that logical efficiencies and the best rates are negotiated with vendors together with the Head of Rehabilitation and recoveries
• Manage process requirements and time constraints.
• Ensure that customer complaints are logged, and root cause analysis undertaken to prevent recurring problems.
• Evaluate and assess continuous improvement initiatives that would be beneficial to the bank as well as the Vendor.
• Investigate the need to automate processes to reduce costs and administration.
• Ensure that all Vendor related work instructions are kept updated and that staff are aware of them. (Strategy Management)
• Ensure that the service levels are maintained to ensure that service level agreements with internal and external customers are adhered to at all times.
• Initiatives are completed on agreed timelines and within budget guidelines.
• To manage and lead consultant by ensuring quality, customer service, SLA’s and people management are consistently met.

Monitoring of Key Metrics & Reporting

• Key measurements need to be agreed as per Service Level Agreements and these needed to be monitored according to agreed frequency to ensure that operation is achieving operational excellence and meeting agreed processing targets.

Problem Management

• Ensure that all problems or service complaints are resolved within the agreed SLA time.
• Provides reports on a weekly and monthly basis

Customer service

• Ensure that all queries and problems are resolved promptly.
• Ensure accuracy of information when resolving queries.

Internal Process and SB policies and procedures

• Ensure the Vendor is aligned to the Vendor Strategic intent of the bank
• Ensure that policies and procedures are adhered to as set out in Bank’s guidelines to minimise risk and avoid wasting time through corrective action.
• Establish and manage policies and procedures to ensure optimal levels of service delivery for SB.
• Communicates priorities, schedules tasks and monitors task/project status.
• Develop and define Key performance measure for Vendors
• Manage and attend to all operational and service requirements of Business Partners and foster a team approach by actively building strong relationships with key stakeholders.
• Demonstrate visible service orientation with team and position team as a provider of high-value operational services.
• Accountable for the actioning various reports where necessary to manage Vendor performance and risk
• Timeously identify risks / opportunities and where appropriate investigate / exploit these risks / opportunities to the advantage of the business.
• Identify and eliminate all non-value adding activities within the area.
• Optimise performance metrics in all areas and ensure these are visible.
• Ensure the Vendor is compliant with all relevant legislation and regulations.
• Ensure that appropriate, accurate, reliable MIS is produced and made available to Senior management and relevant stakeholders

Operational effectiveness

• Manage the Vendor’s Operational efficiency by ensuring the Vendors Operations is running effectively
• Ensure that the Vendor’ operational output is aligned with the agreed service delivery targets and specifications
• Manage the validity and integrity of all information (including MIS) received from the various Vendors

People management

• Responsible for inspiring, motivating, leading and managing the team.
• Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
• Ensures skills assessments and competency-based training takes place as and when required.
• Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
• Creates an environment in which learning and development are emphasised and valued.
• Takes personal responsibility for coaching and mentoring others.
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
• Promotes a culture where the values of the Bank are seen to be ‘alive’
• Ensures the implementation of the leadership promise and employee engagement programme.
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
• Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
• Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
• Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.

Risk management

• Limit potential losses to the bank by ensuring that laid-down instructions are adhered to within the Vendor’s operations
• Conduct due diligence on the sustainability of vendors and liaise with the appropriate stakeholders to develop the appropriate contingency plans.
• Identify, assess and manage the risks associated with outsourcing core functions of the business and conduct an annual risk assessment in conjunction with the vendor management framework
• Ensure that Disaster Recovery and Business Continuity are extensively covered by the Vendor to reduce or mitigate risk to the bank.
• Manage all legislative and banking compliance within agreed levels of authority for all Vendors and with all applicable laws, regulations, group policies and procedures.
• Ensure that an effective control structure is managed and maintained to ensure appropriate segregation of duties.
• Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures

Learning and Growth

• Manage and monitor the performance levels of staff by conducting regular performance reviews, recognising, and managing poor performance and re-enforcing key accountabilities.
• Assess skills levels and constantly provide training, coaching and encouragement to staff. Where appropriate awarding staff for service excellence.
• Foster a culture of teamwork and staff satisfaction.
• Monitor the training and development of consultants
• Attend job related and leadership workshops.
• Ensure that competency-based training programmes commence within the area.
• Support and drive training interventions to address performance / development gaps.
• Ensure that staff training requirements are attended to.
• Ensure that staff are kept up to date regarding changes/enhancements to products and processes which impact customer service

Qualifications

• Bachelor's degree in Business or Commerce related field
• Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.) Organized
• Strong leadership skills

Experience

• Minimum of 5 years experience in operations / banking / project management / business analysis
• Knowledge of operational processes and procedures
• Knowledge of item and transaction processing within the bank
• Knowledge of the branch network and the operations of various departments, core systems and products
• Experience in project management to be able to meet specific project goals and objectives
• Analytical problem-solving experience