Donor Records Supervisor

To ensure maintenance of donor records through the supervision of donor records clerks.

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

• Ensure documents are correctly prepared for archiving.
• Retrieval of archived documents when required.
• 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.
• Ensure regular two-way communication with staff matters such as strategy, values, team building, SOPs, policy changes, etc. to ensure understanding.
• 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.
• 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.
• Holds monthly meetings with staff.
• Recruitment and the selection of suitable candidates according to the Manpower plan.
• Agree on performance metrics for the department and monitor compliance.

• Conduct performance management and monitor performance on an ongoing basis through mentoring, coaching, and reviews and take appropriate steps to correct problems.
• Track and encourage individual development by identifying learning and development needs & facilitating the attendance of relevant programs.
• 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.
• Analyses training needs for the unit and manages staff competency to relevant policies and procedures.
• Implements succession planning in the unit by introducing staff to different tasks as per the policies and procedures.

• Participates in all relevant department meetings.
• Cultivate a culture of proactive compliance and risk management within the team.
• Ensure that necessary accreditation standards are upheld.
• 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.
• Develop and test business continuity plans.
• Updates knowledge of new policies and procedures and other official communication by regularly checking emails and DMS system.

• Judgement and Decision-making
• Analytical Thinking and Attention to Detail
• Planning, Organising and Monitoring

• Ethical behaviour
• Drive and Belief in the Cause
• Resilience and Stress Management
• Professional Image and Visibility

• Customer Service Orientation
• Knowledge Sharing
• Teamwork
• Communication
• Excellence orientation
• Engaging Diversity

• Business and Financial Acumen
• Process Engineering /Systems Competence
• Computer Literacy.
• Diary Management
• Statistical Analysis

• Grade 12
• 1 year Office Management Certificate.

• 1 year experience Donor Records or related field.
• Experience in Microsoft Excel & Microsoft Word.
• 2 Years' experience in data capturing.

• Must have a reasonable fitness level.
• A person with a limited disability can perform the duties of this position where the disability will not impede their ability to perform.