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Manager Customer Service Monitoring & Evaluation

Manager Customer Service Monitoring & Evaluation
Company:

(Confidential)


Place:

Clarendon


Job Function:

Customer Service

Details of the offer

WebsiteMinistry of Finance and the Public Service
Development Through Excellent Service
The Ministry of Finance & the Public Service is seeking suitably qualified candidates to apply to fill the following position:
Manager Customer Service Monitoring & Evaluation

Job Summary
Under the general supervision of the Director, Customer Service, the Manager Customer Service Monitoring and Evaluation is responsible for the coordination and implementation of the Ministry’s Customer Service Monitoring and Evaluation Programme. Primarily, the Manager, Customer Service M&E will be responsible for monitoring and evaluating the value chain elements of: Service & Operational Planning, Service Awareness, Service Delivery Operations as well as general Customer Service Satisfaction.

Key Responsibility Areas
To execute the Ministry’s Customer Service Improvement Plan in keeping with the mandate from the Office of the Cabinet (OoC);
To lead in the institutionalizing of service excellence as dictated by the National Customer Service Policy;
To strive to ensure accountability, transparency and attention to the core values of the Ministry;
To work closely with all stakeholders in delivery of the Branch’s mandate;
To manage the portfolio in the achievement of the strategic objectives.

Required Knowledge, Skills and Competencies
Management/Administrative Responsibilities
Assists in the development of the Customer Relations Branch’s Corporate/Operational Plans and Budget
Develops individual work plan based on an alignment to the overall plan for the Branch
Provides advice to the Director, Customer Service and Managers on procedures;
Identifies customer service strategies and standards;
Participates in meetings, seminars, workshops and conferences as required;
Prepares reports and programme documents as required;
Technical/Professional Responsibilities
Develops and implements the Customer Service Evaluation Programme in collaboration with the Communications and Public Relations Branch of the Ministry;
Monitors and evaluates overall progress on achievement of results based on the Customer Service Balanced Scorecard;
Collects data, analyzes and reports on feedback from the Ministry’s Mystery Shopper Programme;
Conducts evaluation of the Customer Service Training/ Sensitization Sessions (Head Office, Outstations, Departments and Agencies) in collaboration with the Human Resource Development Unit;
Creates and utilizes a mix of feedback strategies to collect data on Divisional services, the library services, website, Youtube, inclusive of the use of surveys, and focus group discussions;
Conducts evaluation of the quality of products and service offerings of the Ministry, its portfolio agencies and departments;
Evaluates internal help desk services of Ministry
Human Resource Responsibilities
Coordinates and monitors the work of the M&E Unit of the Branch;
Monitors and evaluates the performance of direct reports, prepares performance appraisal and recommend training so as to achieve personal and organizational goals;
Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching;
Participates in the recruitment of staff for the Unit;
Ensures the welfare and developmental needs of the staff in the Unit are clearly identified and addressed;
Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Unit ‘s and Division’s goals;
Maintains, monitors attendance reports for all relevant members of staff.
Customer Service Responsibilities
Maintains customer service principles, standards and measurements;
Identifies and incorporates the interests and needs of customers in business process design;
Ensures critical success factors are identified and meet expectations;
Prepares quarterly and /or annually Customer Service reports.

Specific Knowledge
Sound knowledge in quantitative and/or qualitative research methods
Sound knowledge of Customer Service principles, processes and best practices
Sound knowledge and understanding of Customer Service tools and instruments in the delivery of business objectives
Sound customer service focus and commitment to providing quality customer service with demonstrated ability to relate to people from various cultures

Technical Competencies
Knowledge of Help Desk Management
Proficient in Research Methods & Data Analysis
Working knowledge of Statistical Software
Knowledge of the Ministry’s policies and procedures
Knowledge of GOJ Customer Service policies and procedures
Knowledge of the Ministry’s Citizen’s Charter
Core Competencies
Excellent interpersonal and team management skills
Excellent communication (oral and written and including listening) skills
Excellent analytical and problem solving skills
Excellent leadership skills
Excellent customer and quality focus skills
Excellent planning and organizing skills
Excellent judgement and decision making skills
Integrity
Proficiency in the use of relevant computer applications

Minimum Qualifications and Experience
BSc. Degree in Management Studies/ Economics (with emphasis on Research Methodology and/or Statistics) or equivalent qualifications
Three (3) years’ related work experience
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Source: Jamaicanmedium

Job Function:

Requirements


Knowledges:
Manager Customer Service Monitoring & Evaluation
Company:

(Confidential)


Place:

Clarendon


Job Function:

Customer Service

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