Job: Customer Service Point Manager – Kingston (Level 6)

Title Customer Service Point Manager – Kingston (Level 6)
Categories Customer Service Point Manager – Kingston (Level 6)
Salary Salary Scale: $2,117,546 – $2,541,056 p.a. plus allowances
Start Date 09/04/2018
End Date 20/04/2018
Location Kingston
Job Information
  • To provide front office and public education services for all customers of PICA at the Agency’s locations by effectively managing the operations of the customer service point and establishing and maintaining communication systems with the Immigration, Citizenship and Passport services sections, the ICT section and the Finance and Administration sections
  • To provide general direction for staff of Customer Service Point and directly supervise Customer Service Operations Supervisors


  • Information provided to customers
  • Customers served
  • Funds deposited
  • Productive and well-trained staff


  • Assists the Director of Customer Services to prepare the Customer Service inputs to the Corporate Plan and budget to ensure that the Department’s objectives and targets are reflected
  • Devises and implements strategies to ensure the smooth and timely flow of customers through the Customer Service Point
  • Establishes work schedules for staff and liaises with the Directors of the Immigration, Passports and Citizenship Services Sections to ensure that the Customer Service Point section is fully staffed at all times
  • Establishes systems for monitoring customer service quality including customer service logs and reviews performance on a daily, weekly and monthly basis to identify and resolve problems
  • Periodically assesses the front office operations and adjusts strategies as necessary to meet demand for services
  • Liaises with Desk Officers, Customer Service Officers, Receptionists /Customer Service Assistants, to identify and resolve customer service problems liaising with the respective Directors as is necessary
  • Liaises with the Director ICT to ensure that required ICT services are in place at all times to satisfy the requirements for service delivery
  • Ensures that all funds collected are handled in accordance with the Agency’s policies and procedures
  • Liaises with the Administrator- Property Management to ensure that customer service and staff facilities are maintained and that adequate security, janitorial and other general services are provided.
  • Provides periodic and ad-hoc reports to the Director regarding operations of the Customer Service Point
  • Assists in the preparation of public education material – brochures, website content, announcements etc
  • Attends interest group meetings and gives presentations on behalf of the Director as requested
  • Agrees objectives and performance targets with staff supervised and conducts interim and annual performance appraisals
  • Assesses staff training requirements on an on-going basis and liaising with the Training Manager, ensures provision of structured training programmes and on-the-job coaching to develop skills
  • Performs other duties that may be assigned from time to time in keeping with job function.

KEY COMPETENCIES – The post holder needs to demonstrate the following competencies:

  • Working knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica
  • Sound knowledge of the policies governing immigration citizenship and passports in Jamaica
  • Working knowledge of the policies and procedures governing the policies, procedures and controls for the receipt and deposit of funds
  • Working knowledge of relevant computer applications and systems
  • Excellent oral and written communication skills
  • Excellent interpersonal skills, including handling conflicts and providing coaching and counselling
  • Sound decision-making and problem solving skills

QUALIFICATIONS – Education and Experience:

  • Bachelor’s Degree in Management Studies, or equivalent qualifications
  • Five (5) years related experience at the managerial level.

Toni Spencer (Mrs.)
Director, Human Resources
If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to visit our website for details. Submission of applications accompanied by detailed resume including the names of two (2) references should be submitted via the web to:
Director, Human Resources
Passport Immigration & Citizenship Agency
8 Waterloo Road, Kingston 10

No hand delivered application will be accepted
We appreciate your interest in these positions; however only shortlisted applicants will be contacted.

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