Customer Service Manager (Level 7) - Not Vacant
Passport, Immigration and Citizenship Agency (PICA)
- Kingston and St. Andrew
- 100000 - or more
- Permanent full-time
- Updated 28/04/2023
- Manager
Oversee the development and execution of strategies for the expansion and efficient delivery of Passport, Immigration and Citizenship related services across designated locations.
Strategic Objectives/Purpose of the Division:
PICA’s Customer Experience Unit contributes to a safe, secure and prosperous society by providing world class applications processing services which exceeds customer expectations
Purpose of Job
Oversee the development and execution of strategies for the expansion and efficient delivery of Passport, Immigration and Citizenship related services across designated locations. He/she is responsible for motivating, coaching and empowering staff to achieve Branch targets and maintain a customer centric organizational culture.
Key Outputs
§ Forecast service needs by location
§ Accurate statistics and analyses
§ Locations properly resourced
§ Branch targets met
§ Staff appraised
§ Standard Operating Procedures adhered to
§ Reports submitted
§ Branch service ratings improved
- Performance Evaluation Reports submitted
- Harmonious work environment
Key Responsibility Areas includes:
- Implements agreed strategies, standards, procedures and guidelines to ensure efficient and effective management of the Branch’s operations
- Implement tracking systems, training/development and reward and recognition initiatives to equip staff for delivery of the quality service encapsulated in the citizen’s charter
3. Contributes to development and implementation of the Corporate/Operational Plan and Budget for the Administration Unit
- Coordinates the development and implementation of standard operating procedures, service standards and adherence to policy directives.
- Directly supervises branches where there are no supervisors/team leads
- Develops work-plans, monitor progress and evaluate outcomes
- Submits monthly and ad hoc reports on progress against targets with relevant solutions to challenges as required.
- Conducts Management Audits of the operations of the Branch network to ensure compliance with policies and procedures.
9. Develops detailed business cases for initiatives and through the product development process identify risk/reward trade-offs and recommend alternative solutions and approaches
- Conducts demand forecast for each location and develop plans informing Directorate of the likely changes in demand for services in regions so that provisions may be made for resourcing functions.
- Performs administrative duties in respect of staff supervised. This includes review the performance of staff, identifying training needs and planning training sessions.
- Builds the performance of staff through human resource management activities such as opportunities for skills transfer establishing performance targets/standards, monitoring performance, providing feedback and initiating corrective action as necessary
- Keeps staff abreast of adjustments and new developments in respect of policies, procedures, strategies, service standard requirements and other pertinent matters impacting their contribution towards the Agency’s goals, productivity, and personal/staff and customer satisfaction
14. Assesses staff training requirements on an on-going basis and ensures provision of structured training programs and on-the-job coaching to develop required skills and knowledge
15. Performs any other related duties as assigned from time to time.
Key Competencies
The post holder needs to demonstrate the following competencies:
# | Functional / Technical Competencies |
1 | Expert knowledge of marketing principles, research and practices |
2 | Sound knowledge of operations and project management |
3 | Sound knowledge of relevant computer applications and systems including word processing and spread-sheet applications |
4 | Working knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica |
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# | Core Competencies |
1 | Excellent attention to detail |
2 | Strong understanding of customer and market dynamics and requirements |
3 | Sound customer orientation |
4 | Sound interpersonal, presentation, and communication skills |
5 | Sound time management and organisational ability |
6 | Sound judgment, analytical, planning and problem solving skills |
7 | Team Player |
8 | Personal alignment with agency core values of Professionalism, Integrity, Customer focused and Accountability |
Performance Standards
§ Deliverables are produced within agreed timeframes and to required standards
§ Confidentiality and integrity are observed
§ Staff appraisals and work plans are submitted on time
§ On the job coaching, mentoring and counseling provided for staff development and retention
§ Surveys conducted and statistical reports with analyses and recommendations are submitted on time.
§ Budget maintained within 5% +/- of planned expenditure
Contacts
§ Internal
Directors/Deputy Directors - Passport Services, Customer Service, Immigration, Citizenship, Immigration HQ, Investigation and surveillance
Managers – Operations [Passport Services], Citizenship, NMIA, SIA, Ports
External
Government Agencies, Ministries and Departments
Customers, Community Based Organizations, Private Sector Entities
Special Conditions Associated with the Job
§ Frequent travel to conduct management audits
§ Occasional long hours to complete assignments
§ Normal office environment
§ Long hours siting, on telephone or at the computer screen
Minimum Required Education and Experience
Education and Experience:
- First Degree in Entrepreneurship, Marketing or equivalent qualifications
- Five (5) years’ managerial experience
Specify licensing or certification necessary for the job
Driver’s license for motor cars