Customer Service and Operations Manager (Level 7)

Summary

The Customer Service and Operations Manager at the Passport Immigration and Citizenship Agency is responsible for optimizing processes and enhancing operational performance that will drive the expansion and efficient delivery of Passport and Citizenship related services across all locations. He/she has management authority for the branch operations and is responsible for motivating, coaching and empowering staff to achieve branch targets and enhance client experience.

Responsibilities

• Key Outputs:

  • • Customer service teams managed effectively.
  • • Operations streamlined, systems and processes improved for maximum efficiency.
  • • Customer inquiries addressed promptly.
  • • Operation effectively resourced and available staffing scheduled daily.
  • • Customer issues resolved satisfactorily.
  • • Customer satisfaction levels monitored regularly.
  • • Customer feedback analyzed and acted upon.
  • • Service delivery standards maintained at all times.
  • • Staff trained on customer service best practices.
  • • Peak plan prepared and implemented.
  • • Performance of customer service teams evaluated regularly.
  • • Strategies implemented to enhance customer service experience.
  • • Collaborations with other departments for improved service delivery.
  • • Reports on customer service performance compiled and analyzed.
  • • Policies and procedures updated to meet evolving customer needs.
  • • Innovative solutions implemented to enhance customer service delivery.
  • • Communication channels with clients optimized for better engagement.

• Technical/Professional:

  • • Lead and manage the customer service teams to ensure high performance and motivation levels.
  • • Develop and implement customer service policies and procedures to enhance service quality and efficiency.
  • • Monitor and analyze customer service metrics to identify areas for improvement and implement necessary changes.
  • • Provide ongoing training and development opportunities for customer service staff to enhance their skills and capabilities.
  • • Handle escalated customer complaints and ensure timely and satisfactory resolution.
  • • Collaborate with other departments to address customer service issues and improve overall customer experience.
  • • Review and refine customer service processes to optimize efficiency and effectiveness.
  • • Conduct regular performance evaluations for customer service staff and provide constructive feedback for improvement.
  • • Develop strategies to increase customer satisfaction and loyalty.
  • • Stay abreast of industry trends and best practices in customer service management.
  • • Ensure compliance with all relevant regulations and standards in customer service delivery.
  • • Manage the customer feedback process and utilize insights to drive continuous improvement.
  • • Implement technology solutions to streamline customer service operations and enhance service delivery.
  • • Monitor the workflow and processes regularly and make adjustments to improve efficiency.
  • • Collaborate with the IT department to troubleshoot technical issues related to customer service systems.
  • • Oversee the management of customer databases and ensure data accuracy and security.
  • • Develop and maintain strategies around peak planning, including processes, staff scheduling and other resource requirements.
  • • Develop and manage budgets for customer service operations and initiatives.
  • • Participate in strategic planning activities to align customer service goals with agency objectives.
  • • Represent the agency in customer service matters with external stakeholders and partners.
  • • Foster a customer-centric culture within the organization and promote a positive customer service mindset.
  • • Lead by example and demonstrate a commitment to delivering exceptional customer service at all times.
  • • Identify opportunities for cross-training and skill development within the customer service teams.
  • • Conduct regular team meetings to communicate updates, share best practices, and address challenges.
  • • Work closely with HR to recruit, onboard, and retain top talent for the customer service department.
  • • Develop and maintain relationships with key customers to gather feedback and enhance service offerings.
  • • Implement quality assurance processes to ensure service delivery meets or exceeds customer expectations.
  • • Conduct market research to understand customer needs and preferences.
  • • Drive initiatives to increase customer engagement and satisfaction levels.
  • • Monitor industry trends and competitors' customer service strategies to identify opportunities for improvement.
  • • Implement service recovery strategies to address customer complaints and issues promptly.
  • • Manage customer service performance against KPIs and SLAs.
  • • Develop and implement a communication strategy to keep customers informed and engaged.
  • • Collaborate with marketing and communications teams to promote customer service initiatives.
  • • Identify opportunities for automation and self-service options to enhance customer experience.
  • • Implement customer service standards and guidelines for staff to adhere to.
  • • Monitor customer service channels, including phone, email, and social media, to ensure timely responses.
  • • Conduct regular customer satisfaction surveys to gather feedback and measure performance.
  • • Develop customer service dashboards and reports to track key metrics and performance indicators.
  • • Implement customer retention strategies to increase loyalty and reduce churn rates.
  • • Conduct regular team-building activities to enhance collaboration and morale within the customer service teams.
  • • Participate in industry conferences and events to stay informed about best practices and innovations in customer service management.
  • • Work closely with the Quality Assurance team to identify areas for improvement in customer service processes.
  • • Develop and monitor customer service budgets to ensure cost-effectiveness and efficiency.
  • • Implement customer service improvement projects to address identified gaps and enhance service delivery.
  • • Foster a culture of continuous learning and development within the customer service department.
  • • Lead change management initiatives to drive customer service transformation and innovation.
  • • Provide management review for applications and documents submitted for authenticity and validity.
  • • Administer daily reconciliation of funds collected by Cashiers; coordinate end of day bank lodgments.

• 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.
  • • Provide administrative and operational supervision to the Cashiers, Cleaners and Security personnel.
  • • 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.
  • • Safeguard storage of receipt books and other cashier tools.
  • • Facilitate access to petty cash and maintain accounts of petty cash consumption.
  • • 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 Customer Service goals.
  • • Develops staff in line with organisational goals to deliver effective promotion and communication service.
  • • 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 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.

• Performance Standards:

  • • Achieve a customer satisfaction rating of 90% or above through regular feedback mechanisms.
  • • Reduce customer service response time by 15% through process optimization and training initiatives.
  • • Ensure all customer service representatives meet or exceed performance targets consistently.
  • • Implement at least two new customer service training programmes annually to enhance team skills and knowledge.
  • • Collaborate with other departments to improve interdepartmental communication and efficiency, resulting in a 10% increase in issue resolution rate.
  • • Monitor and analyze customer service metrics to identify areas for improvement and implement necessary changes.
  • • Resolve escalated customer complaints within 24 hours to ensure swift and satisfactory resolution.
  • • Develop and maintain strong relationships with key stakeholders to enhance the agency's reputation and customer service delivery.
  • • Stay updated on industry trends and best practices to continuously improve customer service standards and processes.

• Authority:

  • • To implement customer service strategies and initiatives.
  • • To make recommendations for process improvements to enhance customer service delivery.
  • • To conduct regular training and coaching sessions for customer service staff.
  • • To represent the agency in liaising with external stakeholders on customer service-related matters.

Required Skills

• Core:

  • • Demonstrates exceptional leadership skills by empowering and inspiring team members to deliver outstanding customer service.
  • • Displays strong organizational and time management skills to be able to prioritize tasks to strengthen operational efficiency.
  • • Exhibits strong communication skills, actively listening to customer needs and providing clear and empathetic responses.
  • • Displays a high level of adaptability in handling challenging customer interactions and resolving issues effectively.
  • • Shows a commitment to continuous improvement by seeking feedback from customers and implementing innovative solutions.
  • • Leads by example in demonstrating a customer-centric mindset and fostering a positive work environment.
  • • Collaborates effectively with cross-functional teams to align customer service strategies with overall agency goals.
  • • Manages conflict situations with diplomacy and professionalism to ensure customer satisfaction.
  • • Analyzes customer service metrics and uses data-driven insights to drive performance improvements.
  • • Demonstrates a deep understanding of customer service best practices and industry trends.
  • • Inspires a culture of excellence and accountability within the customer service teams.
  • • Strong critical thinking, problem solving and decision making skills.

• Technical:

  • • Proficient in customer relationship management systems to track customer interactions and improve service delivery.
  • • Skilled in data analysis to identify trends and patterns in customer feedback for continuous improvement.
  • • Knowledgeable in customer service best practices and industry standards to ensure excellence in service provision.
  • • Experienced in training and development methodologies to enhance the skills of customer service teams.
  • • Proficient in conflict resolution techniques to handle challenging customer interactions effectively.
  • • Skilled in performance management to evaluate team performance and provide constructive feedback.
  • • Knowledgeable in call centre operations and technologies to optimize customer service processes.
  • • Experienced in developing and implementing customer service KPIs to measure performance.
  • • Proficient in customer service quality assurance methods to maintain high service standards.
  • • Skilled in communication technologies to engage with customers through various channels effectively.
  • • Understanding of the Data Protection Act, policies and procedures.

Qualifications

• • Bachelor’s degree in Business Administration, Operations Management, or a related field.
• • Professional certification in Customer Service Management or equivalent.
PLUS
• • A minimum of 8 years of experience in Customer Service or operations management with at least 2 years in a leadership role.

Additional Information and Instructions

• Special Conditions Associated with the Job:

  • • Collaborative work with multiple departments and stakeholders to ensure efficient service delivery.
  • • Regular interaction with applicants from diverse backgrounds, requiring cultural sensitivity and effective communication skills.
  • • Continuous face-to-face customer interface, requiring strong emotional intelligence for irate or aggressive customers.
  • • The job will require occasional travel to provide staffing relief at other customer service locations
  • • Flexibility to work beyond regular office hours during peak application periods or in case of urgent verification needs.
  • • Potential for occasional evening or weekend shifts based on operational needs
  • • Compliance with agency security protocols and confidentiality measures to safeguard information and maintain data integrity.
  • • Fast-paced and dynamic work environment

For all general job applications, kindly send résumés and application letters to recruitment@pica.gov.jm.

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