Assistant Passport Support Manager

CGI•Houston, NH

5d•Onsite

About The Position

Under the direction of the Contract Processing Supervisor, Passport Agency Director or designate, lead a team involved in all phases of passport processing, customer service and PRISM functions. Includes planning, directing and coordination of the daily activities of mail open, cashier, image capture, image review, data entry, bookprint, quality control, customer service functions such as searches, re-writes, re-issues, re-mails and all PRISM functions. If requested by government management, assure that a sufficient inventory of passports and other supplies are on hand to meet current and anticipated demand. Responsible for resolving administrative, personnel, and operating problems associated with management of employees in their job in order to assure timely issuance of passports. This position is located in Houston, Texas. The Assistant Passport Support Manager is responsible for excellent and compliant contract performance at the location assigned. This person will be responsible for the quality of deliverables and ensuring that performance requirements are upheld during contract performance. The Passport Support Manager shall liaise with DOS staff and have full authority to act on behalf of the Contractor within the scope of operations at the location, including personnel management and hire/fire authority.

Requirements

U.S. Citizenship is required.
Ability to obtain and maintain a Secret clearance.
Ability to prepare management, business, technical, and personnel reports, reviews and documents for internal and external use.
Knowledge and expertise in personnel management.
Excellent oral and written communication skills.
Advanced understanding of MS Office applications (Excel, Word, Outlook, and PowerPoint).
Ability to prioritize workload for large teams and possess excellent organizational skills.
Ability to interpret and apply regulatory material.
Capable of performing duties of any Sectional Leader.
Must be bonded if performing cashier closeout functions.
Bachelor's Degree
Six (6) years of progressive management experience in a production or office environment
Three (3) years managing a team the size and scope of the Passport Center or Agency assigned
Three (3) years managing seasonal/temporary work force
Three (3) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.

Responsibilities

Oversee all operations at the assigned location and ensure excellent performance that meets all requirements and standards.
Responsible for daily reporting and with input from the Government Management staff, assign Contractor personnel to specific work areas in order to accommodate fluctuating workloads.
Ensures that each Contractor employee signs an acknowledgment of the Passport Internal Controls and a Standards of Conduct within 1-day after employment and ensures Contractors adhere to internal controls, the Privacy Act, and personally identifiable information (PII standards).
Hire and manage a technically proficient and professionally capable staff throughout the life of the contract.
Provide timely deliverables and performance related data to the Government in order to allow adequate monitoring, oversight and performance measurement of support services.
Conduct continuous improvement activities to realize improved service delivery capabilities and performance.
Promote innovation, efficiency, and effectiveness.
Resolve problems with minimal disruption to the activities being performed under the contract.
Respond rapidly to additional operational requirements and provide the appropriate levels of qualified staff.
Participate in conference calls and digital video conferences with DOS and other U.S. Government agencies.