Senior Director, Executive Services Division (Level 9) [1 post]

Senior Director, Executive Services Division (Level 9) [1 post] –  salary range: $11,455,206 annually.

Job Purpose

Under the direction and supervision of the Chief Executive Officer, the Senior Director, Executive Services is responsible to:

• Oversee the corporate communications and customer service, corporate planning quality assurance, research, analysis policy development monitoring functions necessary to support the Agency’s programmes.
• Coordinate and manage the executive office and secretariat operations.
• Provide support and direction in the preparation of, coordination of and reporting on the accomplishment of corporate and operational plans and ensure the alignment of plans to strategic objectives and the outcomes outlined in the Performance Framework Document for Jamaica Customs.
• Oversee the customer service functions and review Agency performance against service standards set out in the Citizens’ Charter.
• Lead and develop programmes which promote positive corporate image and public awareness of the Agency’s plans, programmes, activities, and standards.
• Lead and manage the Executive Services Division in the achievement of the above strategic objectives.
• Ensure strategic planning reporting and represent all operational Divisions.
• Analyse revenue and report to the Ministry of Finance and Public Service and the Financial Secretary on a daily, monthly, and quarterly basis.
• Oversee the quality management system, revenue analysis and research processes by: guiding the continues improvement of the quality management system.
• Provide leadership and direction for research and policy development

Key Responsibilities

 Technical/Professional Responsibilities

• Provides support and direction in the preparation of, coordination of and reporting on the accomplishment of corporate and operational plans and ensure the alignment of plans to strategic objectives and the outcomes outlined in the Performance Framework Document for Jamaica Customs by:
  • Overseeing the development and maintenance of corporate planning and monitoring processes and procedures across the Agency based on consultation with senior officials, the Office of the Cabinet, the Ministry of Finance and Public Service, and, the Planning Institute of Jamaica.
  • Overseeing the development and maintenance of an annual calendar of organisational planning activities
  • Ensuring that:
    • Corporate planning guidelines are developed and circulated to all units;
    • sufficient information and communication systems are in place across the Agency for the monitoring and implementation of plans;
    • Agency plans are aligned to key outputs and objectives;
    • Quality assurance standards are maintained in alignment with ISO 9001:2015
    • Performance targets are set;
    • Plans are linked to budget forecasts; and,
    • Plans are consistent with and contribute to wider Ministry and Government policies; and 2030 vision
    • Mechanisms are in place to identify problems and potential barriers to effective implementation of planned programmes and projects as well as identify possible solutions to address problems and potential barriers.
  • Accompanying and/or representing the CEO and the Agency at meetings to report on performance against agreed corporate targets, including Ministerial, World Bank and Cabinet consultation sessions
  • Informing the CEO of significant divergence from targets in plans and recommending alternative strategies;
  • Monitoring operational results through the design and implementation of reporting systems and a review programme for all operations;
  • Providing leadership in professional development related to planning and effectiveness by coordinating and facilitating special training/coaching programmes and workshops for Directors, Managers and staff; and,
  • Monitoring discrepancies identified in management reviews, internal audit reports and Auditor General’s reports to ascertain the implementation and effectiveness of recommended corrective actions.

• Oversees the corporate communications functions necessary to support the Agency’s programmes by:
  • Leading and developing programmes which promote positive corporate image and public awareness of the Agency’s plans, programmes, activities and standards;
  • Overseeing contacts with local stations, national networks and publications, and, cable networks to increase available avenues for transmitting Agency communications;
  • Overseeing the development and provision of press releases and interviews to all types of media to facilitate greater awareness and education of our publics on Agency activities and policy changes;
  • Managing the preparation, publication and distribution of the Agency’s annual report and other publications such as the Customer Charter;
  • Representing the CEO/Agency at meetings with representatives of various Government, Ministries, Departments, Agencies, Private sector organization of Jamaica, the Jamaica Chamber of Commerce, interest groups and other clients and reports on meetings and interviews with the media/travel/trade officials;
  • Enhancing and maintaining positive corporate image of the Agency to the business, trading and travelling public; and,
  • Providing information, clarification and/or explanation on corporate policies and issues; Proclamations, Rules and Regulations (PRRs); and, Agency circulars and directives in the context of operational procedures.

• Oversees the quality management, revenue analysis and research processes by:
  • Designing inputs to meet Quality management, research analysis and operational management needs;
  • Determining areas for interpretation and ensuring the interpretation of results at the macro-economic, micro-economic and financial context of the Agency, and the broader economy;
  • Guiding the process of formulating the agency’s research agenda, quality assurance and research papers produced by the division;
  • Ensuring the creation and maintenance of a database to provide the CEO and Executive Team with analytical data and up-to-date information on customs revenue collection and comparative analysis at the macro and micro level; and,
  • Providing the Executive Team with advice and recommendations based on the findings, interpretations and possible implications of the results of revenue analysis.

• Coordinates and manage the executive office and secretariat operations by:
  • Overseeing the preparation of the CEO’s personal schedules and agenda;
  • Liaising with Director, Public Relations and Customer Service to ensure efficient and effective event management and media relations involving CEO appearance/attendance;
  • Providing the CEO with periodic/ad hoc synopses of significant matters and progress towards accomplishing business objectives and revenue targets as outlined in Framework Document/Accountability Agreement; and,
  • Executing special assignments, research and studies as determined by the CEO.

• Oversees the performance management and customer service monitoring functions necessary to support the Agency’s programmes by:
  • Supporting the CEO in establishing the overall governance framework for Customs including the Advisory Board, consultation mechanisms with the industry and public sector organizations with an interest in Customs and with international agencies.
  • Monitoring quality and delivery of services to users of Customs, and, the effectiveness and efficiency with which employees’ duties are carried out against service standards set out in the Citizens’ Charter.
  • Establishes and provides leadership and direction in the design, prioritisation, and implementation of ongoing research agenda and programmes to support the Agency and ensures integration of research outcomes in planning and decision-making.
  • Maintains effective working relations with external and internal stakeholders and customers to ensure that the Agency provides a consistently high level of service to them.

Management/Administrative Responsibilities

• Creates an effective team within the Executive Services Division to achieve overall objectives and targets.
• Provides day-to-day leadership and direction in the Division’s development and continual performance improvement and oversees and directs the Division’s activities and operations.
• Ensures that all required processes, systems, and controls are in place within the Division to achieve its objectives and ensure the effective and efficient use of resources effectively and efficiently.
• Ensure the timely delivery of the Division’s responsibilities to the JCA’s annual corporate planning and budgeting process.
• Ensures that appropriate communication and knowledge management systems are in place within the Division and with other internal or external Divisions/Branches to facilitate the sharing of relevant information in an accurate and timely manner.
• Ensures that the Division’s work is adequately documented to facilitate the development of operational manuals, outlining applicable policies and procedures for the operational activities and amalgamating them into a single Operations Handbook for Jamaica Customs.
• Establish and maintain a culture that fosters teamwork, employee empowerment and commitment to the Divisions and organisations’ goals.
• Prepares reports and as required.
• Develops, monitors, and coordinates budget preparation and monitoring and signs off on related requisitions for the Division.

Human Resources Responsibilities

• Oversees and participates in regular performance reviews and evaluations of direct reports, prepares performance appraisals, and recommends and indicates corrective actions to improve performance and attain established personal and organisational goals.
• Undertaking human resource management related functions, including staff selection, training, and discipline by the Agency’s policies and procedures, and convening staff meetings to discuss issues and matters/challenges that impact the Section’s performance to determine appropriate solutions.
• Participates in recruiting staff for the section and recommends transfer, promotions, terminations, and leave according to established human resource policies and procedures.
• Provide leadership and guidance to direct reports through effective planning, delegation, communication, training, monitoring, and coaching.
• Ensure the welfare and development needs of skills in the Branch are identified and addressed.
• Recommend disciplinary action where necessary in respect of direct reports.

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.

Other Responsibilities

• Performs all other duties and functions as may be required from time to time.
• May be required to provide witness statements, attend court proceedings, and give evidence.
• Enforces Health & Safety Policies & Procedures and mitigates and minimises workplace hazards.
• Prepares quarterly and annually Customer Service reports by established standards.

Required Competencies

Core

• Excellent leadership and people management skills
• Excellent verbal and written communication skills.
• Excellent customer service and interpersonal skills
• Excellent planning, organisation, and time management skills.
• Strong analytical, judgement, decision-making and problem-solving skills
• Ability to think strategically.
• Keen attention to detail.
• Ability to work independently with minimal supervision
• Ability to manage human, financial and information resources strategically.
• Ability to work in a team environment.
• Ability to be adaptable, especially under pressure.
• Ability to display high levels of confidentiality, integrity, and professionalism
• Ability to communicate, interact and work effectively and cooperatively with all people, including those from diverse ethnic and educational backgrounds

   Technical

• Sound knowledge in developing and directing policies, strategies and corporate strategic and operational plans, their implementation and monitoring to international standards to meet organisational goals and customer expectations.
• An understanding of the use of information technology to achieve revenue goals, high levels of service delivery and internal management objectives
• Expert knowledge of laws and regulations governing FAA Act, Financial Instructions to Executive Agencies and generally accepted accounting practices
• Excellent knowledge and understanding of government policies and procedures relating to procurement, Basic knowledge of the laws and regulations governing Customs policies and procedures in Jamaica
• Good knowledge of international best practices in the areas of Customs Management Border Protection and Trade Facilitation
• Advanced IT skills in the Microsoft Office Suite Applications
• Working knowledge of Customs policies, procedures, and controls.
• Sound knowledge of ISO9001:2015 standards
• Basic knowledge of research and analysis tools and techniques

Minimum Required Education and Experience

• Master’s degree in Management or equivalent qualification in the Social Sciences and at least eight (8) years’ experience in an operational, managerial position.

OR

• Bachelor’s degree in Management or equivalent qualification in the Social Sciences and at least 12 years’ experience in an operational, managerial position.
• Supervisory Management Training/Experience
• Specialized knowledge and training in Customs Administration and Operations.

Special Conditions Associated with The Job

• Work will be conducted in an office with standard office equipment and specialised software.
• The environment is fast paced, with ongoing interactions with critical stakeholders and meeting tight deadlines, resulting in high degrees of pressure on occasions.
• Some travelling required (<40%) regularly to conduct site visits at operational unit’s island wide
• May be required to represent JCA at both local and international meetings to discuss financial operations and revenue collection activities

Applications, including résumés, should be submitted no later than Friday, May 30, 2025.

Email us at helpdesk@jca.gov.jm, if you have any technical difficulties.