Deputy Director: Change Management And Service Delivery Improvement Mechanism

Experience

A recognised NQF level 7 qualification in Work Study / Management Services / Operations Management / Organisational Development / Change Management / Industrial Psychology / Human Resource Management or related field. 5 years’ experience in change management, organisational development, service delivery improvement, Batho Pele and/or operations management environment, of which three (3) years must be at supervisory

Key responsibilities

• The successful candidate will be responsible for designing and implement Change Management initiatives
• Developing, review and monitor the implementation of the departmental change management framework
• Developing and implement change management strategies in response to change initiative projects in the department
• Conducting culture surveys and audits to assess the Departmental change requirements
• Determining change requirements aligned to changes in systems and processes (including IT processes and systems)
• Collaborating with and influence stakeholders on change requirements, as the custodian of change in the Department
• Developing interventions to address change requirements
• Networking, influence, and liaise with operational managers and staff to ensure change buy- in and implementation
• Identifying and develop relevant communique and supporting change management material
• Identifying change agents within the Department and ensure their effective onboarding
• Facilitating the development of training to capacitate the Departmental change agents
• Continuously measure and evaluate results and progress
• Coordinating the development and implementation of Departmental service delivery improvement planning
• Coordinating the planning, development , implementation , monitoring, reporting and evaluation of continuous service delivery improvement within the department
• Designing and co-ordinate implementation of client orientation strategy and policy
• Ensuring that the department has developed a functioning, well-managed complaints and compliments management system that informs critical service delivery and citizen satisfaction areas of improvement as outlined in the Complaints and Compliments Management Framework
• (CCMF), 2013
• Establishing and maintain correspondence with clients and stakeholders and respond queries
• Designing, implement, and maintain suggestion system to improve customer service
• Conduct customer service improvement surveys (internal and external)
• Participating in the National service delivery and innovation fora
• Developing and review service standards delivery charter in the department
• Coordinating the development, review and implementation of the minimum standards for the level and quality of services the department will provide
• Developing and review the departmental service Delivery Charter
• Monitoring departmental performance against standards and produce annual reports
• Implementing Operational Management Framework (OMF) in collaboration with the Organizational Development unit
• Coordinating and monitor the implementation of the Batho Pele Programmes
• Managing the customer service improvement programmes
• Developing, review and monitor the implementation of Batho Pele Plan
• Managing the Batho Pele Programmes in the department
• Ensuring continuous reporting on Batho Pele compliance
• Representing the Department at all functions of Batho Pele meetings and forums
• Facilitating the departmental Know Your Rights campaigns and the Service Excellence Awards in the department
• Establishing Departmental Batho Pele Forum and co-ordinate its programmes
• Ensuring improved client satisfaction, customer relations and customer care plans.

Additional details

• Grade: Provincial

How to apply

Email application: [email protected]

• Application method: Email
• Email: [email protected]
• Enquiries: Mr T Koena
• Telephone: (012) 444 6154

Please note

• EE