Salary range $5,198,035 – 6,990,779 per annum

  • 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.

Primary Duties:

  • 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;
  • Develops and implements service level standards focused on response times and issue resolution;
  • Maps the customers’ journey to minimize or eliminate bottlenecks;
  • Conducts research to identify new opportunities for improving the customers’ experience;
  • Oversees/conducts customers’ visitations to the most vulnerable/high-risk customers.
  • Utilizes the Customer Relationship Management (CRM) tool to optimize business operations and decision-making;
  • Develops/updates, implements and monitors the Customer Service Charter;
  • 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 and disseminates informational and educational material in consultation with the Director, Corporate Communications Unit;
  • 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.

Qualification and Experience

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

Required Competencies

  • Good Oral and Written Communication
  • Good Problem Solving and Analytical Skills
  • Good Customer Focus Skills
  • Results Focus
  • Integrity
  • Good knowledge and understanding of Accounting and Reporting Practices
  • Good knowledge of required Legislations, Policies and Procedures
  • Strong Leadership Skills
  • High Emotional Intelligence Skills
  • Strong Performance Management Skill

Applications accompanied by résumés should be submitted no later than, 7th February , 2025 to:

Director Human Resource Management & Development

Accountant General’s Department

21 Dominica Drive

Kingston 5

OR

Email: careers@treasury.gov.jm

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