Director, Customer Service (GMG/SEG 3)

Summary

Under the direct supervision of the Deputy Financial Secretary, Corporate Planning and Administration, The Director, Customer Service has portfolio responsibility for the coordination, leadership and management of the Ministry of Finance and the Public Service’s Customer Service functions and oversight for its portfolio agencies. Specifically, the Director is responsible for the development, monitoring and implementation of the portfolio policies, programmes, projects, standards and related activities, for driving the modernization of the Customer Service Programme across the Ministry and its portfolio agencies. Typical office conditions: ⮚ Extended working hours ⮚ May be required to travel locally and overseas to attend conferences, seminars and meetings.

Responsibilities

• • Develops the Branch’s annual budget and manages expenditure within budget ceiling;
• • Develops of the Customer Relations Branch’s Corporate/Operational Plans Individual Work Plans and Budget;
• • Develops and submits the Branch’s monthly, quarterly, semi-annual and annual reports for relevant internal and external stakeholders of the Ministry;
• • Develops and implements relevant policies and procedures towards achievement of the Branch’s objectives;
• • Represents the Ministry at meetings, Conferences, Workshops and Seminars;
• • Liaises with the Cabinet Office and any other entity, public or private, involved in the planning, development and implementation of customer service initiatives;
• • Convenes quarterly meetings of the Intra-ministerial Customer Service Team and prepare relevant minutes and reports.
• • Meets customer service objectives by integrating customer service information and recommendation to strategic plan and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change;
• • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warning, and new techniques;
• • Ensures robust Complaints Management System is in place to resolve customer complaints promptly;
• • Reviews, evaluates and re-designs customer service business processes; establishes and communicates service metrics; implementing changes;
• • Recommends, maintains and implements customer service policies, procedures and guidelines;
• • Develops and implements service level standards focused on response times and issue resolution;
• • Develops and implements service customer service strategies and specific objectives;
• • Facilitates customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions;
• • Facilitates employees’ training and development in Customer Service across the Ministry;
• • Reviews and documents business processes aligned to the key services of the Ministry and its portfolio agencies and departments;
• • Facilitates the implementation of the Customer Service Improvement Plan;
• • Establishes adequate issues/complaints mechanisms and other stakeholder feedback mechanisms in the Ministry, its agencies/departments and general public;
• • Develops and monitors the Customer Service Balance Scorecard:
• • Develops and monitors the Complaints Management System;
• • Leads the Intra-Ministerial Customer Service Monitoring and Evaluation Team;
• • Leads the development, implementation and maintenance of the Citizens’ Charter;
• • Supports the certification of MOF&PS in ISO 9001:2015;
• • Ascertains customer service needs by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications;
• • Facilitates promotion and awareness of the customers to the Ministry’s products and services;
• • Supports the stakeholder analysis through periodic analysis of the interests and expectations of the customers;
• • Collaborates with the Director, Communications and Public Relations, conduct relevant campaigns, expositions to increase awareness and promotion of the goods and services of the Ministry and its agencies/departments.
• • Monitors and evaluates the performance of direct reports, prepares performance appraisals and recommend and /or corrective actions where necessary to improve performance and /or attaining established personal and/or Ministry’s goals;
• • Coordinates and monitors the work of the Branch;
• • Participates in the recruitment of staff for the Branch and recommends transfer, promotions, terminations and leave in accordance with established human resource policies and procedures;
• • Provides leadership and guidance to the team through effective planning, delegation, communication, training, monitoring and coaching;
• • Ensures the welfare and development needs of skill in the Branch ae clearly identified and addressed;
• • Identifies skills/competencies gaps and contributes to the development of succession planning for the Branch to ensure adequate staff capacity;
• • Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Branch’s and Ministry’s goals;
• • Maintains effective working relationships with external and internal stakeholders and ensure that the Branch provides a consistently high level of service to them;
• • Effects disciplinary measures in keeping with established guidelines/ practices
• • Any other related duties and functions as may be required from time to time.
• • Establishes quality customer service principles, standards and measurements;
• • Promotes and manages alliances within the Ministry and across the public, private and community sectors;
• • Liaises with senior stakeholders on key issues and provides expert and influential advice ;
• • Identifies and incorporates the interests and needs of customers in business process design;
• • Ensures that the Ministry’s systems, processes, policies and programmes respond to customer needs;
• • Prepares quarterly and /or annually Customer Service reports;

Desired Traits and Characteristics

• • Good people management skills
• • Excellent communication (oral and written and including listening) skills
• • Excellent analytical and problem solving skills
• • Excellent interpersonal skills
• • Excellent customer and quality focus skills
• • Excellent planning and organizing skills
• • Excellent judgement and decision making skills
• • Managing the client interface
• • Proficiency in the use of relevant computer applications
• • Customer Care and Relations
• • Business process reengineering
• • Research methods and data analysis
• • Developing standards
• • Knowledge of the Ministry of Finance & Public Service Citizens’ Charter

Qualifications

• • Bachelor’s Degree. in Management Studies, Business Administration/Public Administration or a related discipline
• • Advanced Training in Customer Services
• • At least three (3) years’ experience in Customer Service at the supervisory level
• • Experience with call centres and help desk environments
• • Knowledge of ISO and Quality Management Systems
• • Knowledge of research methods and data analysis
• • Knowledge of GOJ’s Customer Service Policy Papers
• • Knowledge of GOJ’s Policies and Procedures

Additional Information and Instructions

Applications accompanied by résumés should be submitted no later than Thursday, October 17, 2024 to: Senior Director, Human Resource Management & Development Human Resource Management and Development Branch Ministry of Finance and the Public Service 30 National Heroes Circle Kingston 4 Email: hrapplications@mof.gov.jm Please identify the job title of interest as the Subject We thank all applicants for the interest expressed; however, only shortlisted candidates will be contacted.

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