Manager, Customer Relations Monitoring & Evaluation

Manager, Customer Relations Monitoring & Evaluation

 JOB DESCRIPTION

Job Title:                  Manager, Customer Relations Monitoring & Evaluation

Post Number:           78130

Job Level:GMG/SEG 2

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

 1.      Strategic Objectives

  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 and procedures, and advice to guide management and staff; to facilitate organizational development including the review and re-design of business processes; for capacity building including the hiring of staff and the facilitation of staff training and development for best fit, competence and high performance; to ensure effective employee and industrial relations; to ensure a comfortable work place and facilities, and occupational health and safety; to facilitate the establishment of an accountability framework for the Department to include organizational risk analysis, strategic planning, and performance management;  to provide customers and stakeholders with high-quality information and service; and manage the finances of the Department, including management of procurement.

2.      JOB PURPOSE

Reporting to the Director, Customer Service, the Monitoring and Evaluation Officer is responsible for developing, implementing, auditing and reporting on the Department’s Customer Service Monitoring and Evaluation Programme.

The Officer is instrumental in the collection and analysis of data and providing recommendations on ways to improve productivity, quality, satisfaction levels and the overall customer experience.

3.      KEY OUTPUTS

• Customer Service Framework implemented, reviewed and evaluated.
• Technical advice and recommendations provided on quality matters.
• Quality objectives, strategies, procedures, policies, standards and action plans developed, reviewed and evaluated.
• Quality metrics developed and monitored.
• Data collected, analyzed and reported.
• Research conducted.
• Training programmes developed and sessions conducted.
• Reports and presentations prepared.
• Risks and mitigation strategies identified.

4.      KEY RESPONSIBILITIES

 Technical:

• Develops, implements and reviews the Customer Service Evaluation Programme;
• Monitors and evaluates overall progress on achievement of results based on Customer Service targets;
• Conducts research and submit research papers to inform the Department’s Monitoring and Evaluation Programme;
• Functions as the point of contact within the Customer Service Unit for technical advice on quality matters;
• Develops and reviews quality assurance objectives, strategies, procedures, policies, standards, guidelines and action plans;
• Monitors the customer service planning process to ensure linkages with quality requirements;
• Collects, analyzes and reports on data gathered across all touchpoints of the Department;
• Prepares presentations and reports regarding findings, analysis and recommendations;
• Develops success factors, indicators, performance standards, requirements, and dashboards for the assessment of performance;
• Populates dashboards with key performance data for performance reviews;
• Develops appropriate methodologies for data processing and analysis;
• Monitors compliance with policies, procedures, standards and guidelines on all touchpoints to improve quality and service delivery;
• Conducts quality assurance audits to determine adequacy, efficiency and effectiveness;
• Determines system improvements and recommends changes;
• Develops and implements monitoring mechanisms to ensure compliance;
• Monitors and reports on preventative and corrective actions to ensure findings and recommendations are executed;
• Conducts internal and external customer service surveys to determine awareness, satisfaction and confidence;
• Assist with the monitoring of internal and external customer complaints;
• Review the customer service database to ensure the integrity of information;
• Assist to identify risks within the customer service portfolio and recommends mitigation strategies;
• Identifies training and development needs that may impact the quality of outputs and develop training programmes in quality assurance;
• Conducts sensitization/ review sessions to discuss recommendations from the data collated;
• Represents the Department at meetings, seminar, workshops, conference, and other fora.
• Develops quantitative and qualitative monthly, quarterly and ad hoc reports.

Change Management

• Implements change management activities to improve customer service within the organization.

 Any Other Duties

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

5.      KEY PERFORMANCE INDICATORS

• Customer Service Framework implemented, reviewed and evaluated in keeping with GOJ’s standards, the strategic and operational direction of the Department and best practices.
• Sound and timely technical advice and recommendations provided on quality matters.
• Quality objectives, strategies, procedures, policies, standards and action plans developed, reviewed and evaluated in keeping with the goals and objectives of the organization and best practices.
• Quality metrics developed and monitored in keeping with the Department's objectives and best practices.
• Data accurately collected, analyzed and reported to inform evidence-based decision making.
• Accurate and timely research conducted and research papers submitted.
• Training programmes developed and sessions conducted in keeping with stipulated timelines.
• Reports and presentations accurately prepared.
• Risks and mitigation strategies identified as required.

6.      Authority

• Conducts audits and recommends suitable corrective actions.
• Advises the AG, executive and senior management team on quality assurance best practices.

7.      Contacts

Internal

 External

6.      Job SPECIFICATIONS

 Qualification and Training

• Bachelor’s Degree in Economics, Statistics, Management Studies, Business Administration or a related discipline.

Essential Experience and Knowledge:

• At least two (2) years of experience in Customer Service.
• At least one (1) year experience in quality assurance.
• Experience in designing tools and strategies for data collection and analysis and reporting on results.
• Experience developing metrics and conducting research.

 7.       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
• Results Focus
• Integrity

Technical Competencies

• Knowledge of Customer Service Principles and Standards
• Knowledge of Monitoring and Evaluation Methods
• Knowledge of Research Methods and Data Analysis Techniques
• Knowledge of Legislations, Policies and Procedures

7.      SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

Physical Demands - Pressured working conditions with numerous critical deadlines.

Work Environment - Normal office conditions