Senior Manager / Manager, Digitalisation Services

What The Role Is

The Senior Manager / Manager leads the digitisation of Electronic Personal Files (ePfile) and onboarding of new agencies onto VITAL's ePfile system, eHIVE. The role coordinates agencies, VITAL teams and DA Digitisation vendors to ensure a smooth, reliable digitisation experience, while delivering excellent service, process improvements and system administration for document and records management. It requires experience in team supervisory, project management, service delivery and records management systems.

What You Will Be Working On

• Agency Onboarding and ePfile Digitisation
• You will lead the onboarding of new agencies onto VITAL's ePfile system, working closely with VITAL's internal departments to guide agencies through the onboarding process and ensure they are ready for smooth day-to-day use after implementation. This include supporting the ePfile digitisation process by working directly with agencies on key preparatory activities, including the preparation of physical files, briefing DA Digitisation vendors on client-specific requirements, and ensuring that digitisation work is completed accurately and on schedule.
  
  2) Operations, Reporting and System Administration
• Beyond client-facing work, you will work with the team to manage digitisation operations, monitor progress, and provide regular updates to management. You will also support system administration for the Records and Document Management system.
  
  3) Team Leadership and Role Development
• As part of the role's development, you may be tasked to lead a team of officers. This includes setting direction for day-to-day service delivery, managing workload allocation, fostering a collaborative team culture, coaching and mentoring team members, conducting regular performance conversations, and ensuring that the team is well-equipped to meet operational demands.
  
  Your job responsibilities include:
• Leading, mentoring, and developing a team, fostering a collaborative team culture
• Overseeing workload allocation and day-to-day operations, ensuring the team is resourced and organised to meet service delivery standards
• Conducting regular performance reviews, and providing coaching to team members to support their professional growth
• Liaising with agencies on the preparation of physical Pfiles for digitalisation, providing guidance on requirements
• Briefing and guiding DA Digitisation vendor on client-specific digitalisation requirements,
• Managing the end-to-end onboarding of new agencies onto the ePfile system, coordinating across VITAL teams to ensure timely and accurate completion of all onboarding steps
• Identifying and implementing enhancements to existing work processes to improve efficiency and service quality
• Preparing and presenting regular reports to management on operational performance, onboarding progress, digitalisation milestones, and key risks or issues
• Administering user access in Records and Document management systems.
  
  

What We Are Looking For

What we are looking for

We are looking for a hands-on and organised leader who is comfortable managing both people and processes in a coordination-heavy environment. You should be confident engaging with agencies and vendors, able to manage competing priorities, and committed to continuously improving the way things are done. You take ownership of your work and are proactive in identifying and resolving issues before they escalate. You are also a team player who could be on the ground and resolve issue with different team cohesively.

• Preferred courses of study in Business, Operations Management, Information Management, or a related field.
• At least 6–8 years of relevant experience in service and operations
• Experience in leading and managing a team
• Excellent communication and stakeholder management skills
• Strong organisational and coordination skills with keen attention to detail
• Prior experience managing vendor relationships and client-facing functions
• Hands-on experience in system administration of a document or records management system, including managing user access and system configurations.
  
  

We regret to inform that only shortlisted candidates will be notified.