KPA 1: Customer and Stakeholder Management1.1 Monitor that donor demographics and donor information are managed in all areas of SANBS.
1.2 Liaises with Zone Donor Managers and Collections Managers to provide zone and branch-specific reports and updates.
1.3 Liaises with Contact Centre Team Leaders and Contact Centre Deferral Officers related to donor demographics and action plans.
1.4 Liaise with ICT related to Donor Housekeeping and Process Error reports and ensure adequate reporting is available.
1.5 Participate in business planning sessions and give input into the business plan for the Contact Centre.
1.6 Monitor and evaluate the overall performance of the department.

KPA 2 : Internal Processes
2.1 Ensure documents are correctly prepared for archiving.
2.2 Retrieval of archived documents when required.
2.3 Oversees the grievances, conflicts and disciplinary issues and take appropriate corrective actions in accordance with SANBS Policy on matters related to misconduct & incapacity, to improve productivity.
2.4 Ensure regular two-way communication with staff matters such as strategy, values, team building, SOPs, policy changes, etc. to ensure understanding.
2.5 Monitor and control staff time-keeping records, general and specific absenteeism trends and overtime worked to ensure adherence to SANBS policy and relevant Legislation and take
appropriate corrective action where necessary.
2.6 Monitor the coordination and control of shift exchanges (where applicable) and employee leave and sick leave to ensure the provision of adequate personnel for the cost-effective running of the department and submit required documentation to the Contact Centre Manager by the agreed day of the month.
2.7 Holds monthly meetings with staff.
2.8 Recruitment and the selection of suitable candidates according to the Manpower plan.
2.9 Agree on performance metrics for the department and monitor compliance.

KPA 3: Learning and Growth
3.1 Conduct performance management and monitor performance on an ongoing basis through mentoring, coaching, and reviews and take appropriate steps to correct problems.
3.2 Track and encourage individual development by identifying learning and development needs & facilitating the attendance of relevant programs.
3.3 Maintains regular two-way communication through monthly meetings with staff on matters such as strategy; values; team building; policy changes; and SOPs to ensure understanding.
3.4 Analyses training needs for the unit and manages staff competency to relevant policies and procedures.
3.5 Implements succession planning in the unit by introducing staff to different tasks as per the policies and procedures.

KPA 4: Governance
4.1 Participates in all relevant department meetings.
4.2 Cultivate a culture of proactive compliance and risk management within the team.
4.3 Ensure that necessary accreditation standards are upheld.
4.4 Manage non-conformances, major deficiencies, errors, deviation from SOPs, and compliance with quality control programmes and standards of practice to ensure compliance with scorecard measures.
4.5 Develop and test business continuity plans.
4.6 Updates knowledge of new policies and procedures and other official communication by regularly checking emails and DMS system.