Director, Customer Relations

Director, Customer Relations

 JOB DESCRIPTION

Job Title:                   Director, Customer Relations

Post Number:   78128                                      

Job Level: GMG/ SEG 3

Department:            The Accountant General’s Department – A Department of the Ministry of Finance and the PublicService

 Reports to:             Senior Director – Corporate Services

The Corporate Services Division is responsible for providing essential services to the other divisions to support the successful execution of the core Treasury functions of the Department. This Division has responsibility for human resource policies, procedures, and advice to guide management and staff; and to facilitate organizational development which includes the review and re-design of business processes.  It is also responsible for capacity building including the hiring of staff and the facilitation of staff training and development for best fit, competence and high performance.  The Division is also responsible for effective employee and industrial relations, a comfortable work place and facilities, and occupational health and safety.  It facilitates the establishment of an accountability framework for the Department to include organizational risk analysis, strategic planning, and performance management; and provides customers and stakeholders with high quality information and service.  The Division manages the finances of the Department, which includes procurement management.

This division operates on the authority of the Financial Administration and Audit Act, the Public Service Regulations 1961, the Public Sector Staff Orders 2004, the Official Secrets Act, the Access to Information Act, the Corruption Prevention Act, and various other enactments.

2.      JOB PURPOSE

Reporting to the Senior Director, Corporate Services, the Director, Customer Relations oversees all aspects of the Customer Service portfolio across multiple touchpoints (frontline, contact centre, email, social media, live chat and correspondence).

The Director is responsible for developing, implementing and monitoring the portfolio’s standards, policies, projects, budgets and related activities to ensure continuous improvement in the customer experience.

The Director also drives modernization efforts and leads the organization’s monitoring and evaluation programme that involves awareness, satisfaction and reporting.

3.      KEY OUTPUTS

• Customer Service policies, procedures, standards, guidelines and charters developed, reviewed and implemented.
• Customer Service objectives, plans, strategies and initiatives developed, reviewed and implemented.
• Customer Service database maintained.
• Customer Service inquiries and complaints monitored and resolved.
• Processes reviewed and recommendations implemented.
• Research and analysis conducted.
• Training, educational and sensitization sessions conducted and relevant documents prepared.
• Performance indicators and dashboards developed and results reported.
• Visitations conducted and information collated.
• Advice/guidance and request for information provided.
• Monitoring and evaluation framework implemented.
• Surveys conducted.
• Change Management activities implemented.
• Budgets developed and monitored.
• Work plans developed and appraisals conducted
• Status Reports (Monthly, quarterly and ad hoc) prepared

 4. KEY RESPONSIBILITIES

Technical:

Customer Experience Management

• Oversees the management of the Customer Service Operations across all touchpoints of the organization;
• Manages the Customer Service Improvement Programmes;
• Develops and implements Customer Service strategies, objectives, initiatives and action plans;
• Develops/approves, implements and reviews customer service policies, procedures, work instructions and guidelines;
• De-escalates high-pressure situations and irate customers;
• Uses customers’ insights and feedback to inform decisions;
• Conducts customer service audits and reports on results;
• Reviews and redesigns business processes to ensure continuous improvement in service delivery;
• Ensures the tracking and resolution of customers’ inquiries in accordance with service level standards;
• Resolves complex and escalated customer service matters;
• Conducts research to identify new opportunities for improving the customers’ experience;
• Oversees/conducts customers’ visitations to the most vulnerable/high-risk customers.
• Develops/updates, implements and monitors the Customer Service Charter;
• Develops and disseminates informational and educational material in consultation with the Director, Corporate Communications Unit;
• Develops and implements service level standards focused on response times and issue resolution;
• Maps the customers’ journey to minimize or eliminate bottlenecks;
• Utilizes the Customer Relationship Management (CRM) tool to optimize business operations and decision-making;
• Conducts/ participates in expositions and educational sessions to increase awareness of the processes and services of the AGD;
• Provides response to requests for information by the media and general public in compliance with the Access to Information Act 2002;
• Develops the Unit’s budget, plans and controls expenditure within the funds allocated;
• Represents the AGD at meetings, seminars, workshops, conferences and others; and
• Prepares monthly, quarterly, and ad hoc reports as required.

Customer Service Monitoring and Evaluation

• Ensures the development, implementation and review of the Customer Service Evaluation Framework in collaboration with the Senior Management Team;
• Oversees the collection, analysis and reporting of data gathered across touchpoints of the organization;
• Leverages performance metrics and customer feedback to drive a culture of accountability, continuous improvement and personal excellence;
• Ensures the development of suitable performance indicators, monitors and evaluates the achievement of results;
• Oversees the development and monitoring of performance dashboards;
• Ensures the development and monitoring of quality assurance strategies;
• Ensures compliance with quality policies, procedures and organizational standards;
• Oversees the development and execution of internal customer service surveys to determine customer satisfaction in partnership with the Human Resource Management and Development Unit;
• Oversees the development and execution of external customer service surveys;
• Implements best practices for the monitoring and evaluation of the customer service portfolio; and
• Ensures corrective and preventative actions are based on audit and quality reports.

Change Management

• Leads the change management efforts to strengthen customer service consciousness in the organization’s culture;
• Supports the Stakeholder Analysis process through the periodic analysis of the interests and expectations of the customers in partnership with the Enterprise Risk Management Unit.

Strategic Leadership

• Leads in the smooth and efficient operation of the Unit through the management of daily operations.
• Implements and enforces policies and procedures of the organization by way of systems that will improve the overall operation and effectiveness of the Unit and the AGD.
• Conducts research and recommends changes to policies, procedures and systems to enhance the functioning of the Unit and Department;
• Assists with the preparation of the Department’s annual Strategic Plan and budget, and supports the Senior Director, Corporate Services to deliver the Division’s Operational Plan in an accurate and timely manner;
• Prepares and monitors the Customer Service Unit’s operational plan /work plan and budget ensuring the work of the Unit is carried out according to plan, and agreed targets achieved;
• Establishes and implements systems for reporting of work done against stated and agreed work plans;
• Establishes internal control processes required to manage and grow the Unit;
• Deputizes for the Senior Director, Corporate Services as and when required.

Human Resource Management

• Plans, organizes and directs the work of the Unit by overseeing the development of performance targets for the Unit and staff based on the organizational plans;
• Monitors the performance of staff and ensures effective and objective staff performance management, through timely and accurate completion of the staff appraisal process, including periodic reviews;
• Ensures that the Unit’s staff have sufficient and appropriate physical resources to enable them to undertake their duties efficiently and effectively;
• Provides leadership and guidance through effective planning, delegation, communication, training, mentoring, coaching and disciplinary action;
• Participates in the recruitment of staff for the Unit;
• Recommends transfer, promotion, termination and leave in accordance with established Human Resource Policies and Procedures;
• Identifies skills gaps and collaborates with the Manager, Training and Development to develop and implement Staff Development and Succession Plans for the unit to ensure adequate staff capacity;
• Ensures the welfare issues of unit staff are clearly identified and addressed.
• Monitors job-specific and environmental factors, implements and promotes health and safety policies, and mitigates and minimizes workplace hazards; and

Any Other Duties

• Any other duty that may be assigned from time to time.

5.      KEY PERFORMANCE INDICATORS

• Customer service policies, procedures, standards, guidelines and charters developed, reviewed and implemented timely and in keeping with best practices;
• Customer Service objectives, plans, strategies and initiatives developed, reviewed and implemented in agreed timeline and in keeping with the mandate of the Department;
• Customer Service database accurately maintained and up-to-date;
• Customer Service inquiries and complaints are monitored and resolved timely and in keeping with the Department’s standards;
• Processes reviewed and recommendations implemented to ensure operational efficiency and effectiveness;
• Research and analysis conducted to inform evidence-based decision-making;
• Training, educational and sensitization sessions conducted within the required timeframe and relevant documents accurately prepared;
• Performance indicators and dashboards developed in keeping with the requirements of the Department and results reported to inform decision-making;
• Visitations conducted timely and the relevant information collated;
• Advice/guidance and request for information accurately provided and timely;
• Monitoring and evaluation framework implemented;
• Surveys conducted in keeping with the performance standards;
• Change Management activities implemented timely;
• Budgets accurately developed and monitored;
• Work plans accurately developed and in keeping with the Department’s objectives and appraisals conducted timely;
• Status Reports- Monthly, quarterly, and ad hoc accurately prepared and submitted timely.

6.         Authority

• Prepares and monitors the unit’s budget and approves expenditure.
• Recommends the stoppage and/ or termination of pension payments.
• Advises the AG, executive and senior management team on Customer Service matters and best practices.
• Approves leave applications for staff.
• Implements changes to work plans to ensure alignment.
• Recommends corrective/improvement actions.

7.      Contacts

Internal

            External

 7.      REQUIREMENTS for this Job

Qualification and Training

• Bachelor’s Degree in Business Administration or Management Studies or relevant field.

Essential Experience and Knowledge:

• At least three years’ experience in a management position.
• At least two years’ experience in a customer service environment.
• Experience in the use of social media platforms.
• Experience in the use of Customer Relationship Management tools

8. Competencies

The following competencies are required for the effective performance of this job:

Core Competencies

• Oral and Written Communication Skills
• Problem Solving and Analytical Skills
• Customer Focus Skills
• Results Focus
• Integrity

Technical Competencies

• Knowledge of Customer Service Principles and Standards
• Knowledge of Monitoring and Evaluation Methods
• Research and Analysis Skills
• Change Management Skills
• Knowledge of Legislations, Policies and Procedures

Managerial Competencies

• Leadership Skill
• Emotional Intelligence
• Performance Management Skills

 9. SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

Physical Demands - Pressured working conditions with numerous critical deadlines.

Work Environment - Normal office conditions

Travel: Maybe required to travel to conduct customer visitations and to promote the services of the AGD.