Operations Manager - Citizenship (Level 7)

Summary

Under the direction of the Director of Citizenship Services the Operations Manager is responsible for overseeing and managing all aspects of the citizenship application process. This includes reviewing and evaluating citizenship applications, ensuring compliance with relevant laws and regulations, and effectively managing a team of Senior and Junior Case Officers. The Operations Manager plays a crucial role in facilitating the acquisition of citizenship for eligible individuals. 💰Salary: $6,333,301 JMD per annum

Responsibilities

• Key Outputs:

  • • Senior and Junior Case Officers supervised.
  • • Documentation for citizenship application reviewed and evaluated.
  • • Thorough background checks and investigations on applicants to ensure eligibility for citizenship conducted.
  • • Necessary procedures and guidelines to streamline the citizenship application process developed and implemented.
  • • Compliance with all relevant laws, regulations, and government policies.
  • • Communication channels with internal stakeholders and external entities involved in the citizenship application process maintained.
  • • Guidance and support to the team of Case Officers throughout the application review process provided.
  • • Performance and productivity of the team monitored and evaluated.
  • • Escalated issues or complaints related to citizenship applications managed and resolved.
  • • Records and databases of citizenship applications updated and maintained.
  • • Reports on citizenship services, including statistical analysis and performance trends prepared.
  • • Individual Work Plans developed.

• Technical/Professional:

  • • Review and analyze complex citizenship applications and provide guidance to case officers.
  • • Use diplomacy and interpersonal skills to handle difficult or sensitive situations.
  • • Conduct periodic audits to ensure compliance with regulations and standards.
  • • Address escalated cases and complaints.
  • • Support case officers in conducting interviews and background checks for citizenship applicants.
  • • Monitor and manage the workload and performance of case officers.
  • • Stay updated with changes in citizenship laws, regulations, and procedures and disseminate information to the team.
  • • Implement strategies to promote public awareness and education on citizenship processes and requirements.
  • • Collaborate with marketing and communications teams to develop citizenship-related promotional materials.
  • • Participate in cross-functional teams and committees to contribute to broader organizational objectives.
  • • Liaise with external agencies and organizations to exchange information and coordinate efforts related to citizenship.
  • • Collaborate with finance and procurement teams to ensure effective resource allocation for citizenship operations.
  • • Stay updated with best practices and advancements in citizenship services and implement relevant changes.
  • • Prepare and deliver presentations on citizenship matters for internal and external stakeholders.
  • • Assist the Director of Citizenship in strategic planning and decision-making.
  • • Facilitate training sessions for case officers on citizenship processes, regulations, and customer service.
  • • Participate in performance evaluations of case officers.
  • • Ensure data integrity and security in the management of citizenship records and information.

• Management/Administrative:

  • • Contributes to the development of the Unit’s Operational Plan and Budget.
  • • Prepares and submits performance and other reports relating to the achievement of targets for the PICA as required and ensures timely submission of all documents/information requested.
  • • Maintains quality customer service principles, standards and measurements for the PICA.
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.
  • • Represents PICA at meetings, conferences and other fora as needed.

• Human Resources:

  • • Ensures the development and welfare needs of staff supervised are identified and addressed.
  • • Monitors and evaluates the performance of staff supervised and recommends corrective actions where necessary.
  • • Provides leadership and guidance to staff supervised through effective planning, delegation, communication, training, mentoring and coaching.
  • • Identifies training/development needs of staff supervised and makes recommendations as required.
  • • Establishes and maintains a system that fosters a culture of team work, employee empowerment and commitment to the Citizenship Services’ goals.
  • • Develops staff in line with organisational goals to deliver effective promotion and communication service.
  • • Fosters an atmosphere of trust, high ethical and confidential standard.
  • • Ensures that staff supervised is aware of and adheres to the policies, procedures and regulations which guides the operations of the PICA.
  • • Recommend leave for staff supervised in keeping with established Human Resource policies and procedures.
  • • Participates in the recruitment of staff for the Citizenship Services Organizational Unit, and recommends promotion where necessary.
  • • Recommends disciplinary action in keeping with the established Human Resource policies and procedures.
  • • Conducts monthly and other ad hoc meetings with staff supervised.

• Other:

  • • Performs other related duties that may from time to time be assigned.

Required Skills

• Core:

  • • Leadership and management skills
  • • Excellent communication and interpersonal skills
  • • Problem-solving and decision-making abilities
  • • Attention to detail and accuracy
  • • Strong organizational and time management skills
  • • Teamwork and collaboration
  • • Adaptability and flexibility
  • • Ability to handle confidential and sensitive information
  • • Customer service orientation
  • • Analytical and critical thinking skills

• Technical:

  • • Thorough knowledge of citizenship laws, regulations, and policies.
  • • Familiarity with case management systems and software.
  • • Understanding of data analysis and reporting.
  • • Proficiency in MS Office applications.
  • • Experience in supervising and managing a team.
  • • Ability to interpret and apply complex laws and regulations.
  • • Strong research and analysis skills.
  • • Knowledge of best practices in citizenship services.
  • • Experience in conducting training and development programmes.
  • • Legal knowledge related to citizenship applications and processes.
  • • Strong knowledge of the PICA’s policies and procedures.
  • • Understanding of the Data Protection Act, policies and procedures.

Qualifications

• • Bachelor of Science degree in Public Administration, Social Sciences or Law.
• • Seven (7) years’ experience in managing citizenship services or immigration programmes.

Additional Information and Instructions

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line NO LATER THAN FRIDAY, May 9, 2025 @ 4:00 P.M. No hand delivered application will be accepted

Share This Job