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Registrar General’s Department
Registry
Customer Service Manager
Category: Management
Description:
* Grade 3
  • To supervise Head Office and Regional Office frontline operations ensuring that policies, procedures and regulations governing the Customer Service operations effectively and efficiently
  • Weekly/monthly status reports produced.
  • Head Office/Regional operational plan prepared.
  • Head Office/Regional budget prepared
  • Ensure that customers are assisted
  • Public education programmes implemented.
  • Competent and motivated staff in place
  • Staff members are competent and motivated to achieve agreed performance targets.
  • Public awareness exists on the role of the Agency and the procedures relating to Registration.
  • Accurate data entry of applications received.
  • Agency policies and procedures are adhered to.
  • Work volume targets, daily weekly and monthly deadlines are met.
  • Key deliverables are produced within established time frames to required standards.
  • Confidentiality and integrity are exercised.
  • Regular visits are undertaken with stakeholders to ensure that policies, procedures and regulations are disseminated.
  • Direct, monitor and evaluate the performance of department staff to meet agreed performance targets and standards.
  • Contribute to the development of the corporate plan and budget to ensure the department targets and objectives are reflected.
  • Approve expenditure within stipulated limits.
  • Ensure that the Agency’s policies and procedures are adhered to.
  • Prepare weekly, monthly and quarterly performance reports and submit to Chief Executive Officer.
  • Undertake personnel related duties including selection, training, discipline and approval of leave for department staff in accordance with Agency policies and procedures.
  • Develop and review department policies, procedures and systems to meet the Agency goals, objectives and targets.
  • Brief Call Centre Supervisor, Customer Service Supervisors, Customer Service Representatives and Assistants on key issues as they arise.
  • Ensure that the Head Office and Regional Offices are adequately staffed and have the necessary office supplies and equipment to carry out their task efficiently and effectively.
  • Make periodic visits to Regional Offices to undertake on the spot assessment of operations.
  • Liaise with external community leaders to inform the public of the role of the Agency.
  • Perform other related duties as assigned from time to time by the Chief Executive Officer.
  • Recommend purchase of office equipment and supplies.
  • Authorise department expenditures.
  • Recommend staff appointment, promotion, transfer and training.
  • Take disciplinary action.
  • Approve staff leave.
  • Sign correspondence on behalf of the Registrar General.
Qualifications:
  • First Degree in Management Studies/Business Administration or equivalent qualification/training
  • Three (3) years operational Management experience
  • Excellent knowledge of the policies, procedures and relevant legislation governing the registration of vital events.
  • Good analytical skills.
  • Good planning and organising skills.
  • Good communication skills both oral and written.
  • Good performance management skills.
  • Good public relations skills.
  • Innovativeness.
  • Working knowledge of relevant computer application.
  • Knowledge of accounting policies and procedures.
Deadline: December 12 2012

Contact Information
Name: N/A
Address: STRICTLY PRIVATE AND CONFIDENTIAL
Technical Assistant Selection
c/o Human Resource Manager
Registrar General’s Department
Twickenham Park
St. Catherine
Email: N/A
Telephone: N/A
Fax: N/A

Ad Post Date: 2012-12-06

 

 
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