Salary range $4,266,270 – $5,737,658 per annum

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

Primary Duties:

  • 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.

Qualification and Experience

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

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

X