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Passport Support Manager NC51236020

Company Name:
Serco
Company:
Serco Inc. is a leading provider of professional, technology and management services focused on the federal government. We advise, design, integrate and deliver solutions that transform how clients achieve their missions. Our customer-first approach, robust portfolio of services and global experience enable us to respond with solutions that achieve outcomes with value. Headquartered in Reston, VA, Serco Inc. has approximately 9,000 employees with an annual revenue of $1.5 billion and is part of a $6.6 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. Our employees personally can make a difference. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco is an equal opportunity/affirmative action employer committed to diversifying its workforce (M/F/D/V).
Functional Area:
Business Process Outsourcing
Department:
Our business unit provides support in three major areas: business process services, where we perform the actual function that the process is related to; business process related software, that helps us manage the various components, the systems associated with the software in the process; and then there is a business process management which is used to help design and track the performance of the specific business process. The business units work supports primarily the Department of Homeland Security, the Department of State, and the U.S. Patent and Trademark Office. We support our clients with a work force of over 2600 Serco and Serco subcontractor employees and provide mission critical support services that primarily support Immigration, Visa Processing and Commerce.
Job Description:
The 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.
Anticipated tasks include, but are not limited to, the following:
Oversee all operations at the assigned location and ensure excellent performance that meets all requirements and standards
Responsible for Daily Reporting (see RFP Section F.6. Deliverables) and with input from the Government Management staff, the Passport Support Manager assigns Contractor personnel to specific work areas in order to accommodate fluctuating workloads
Ensures that each Contractor employee signs an acknowledgement 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 agencies
May be requested to provide formal and informal briefings to visitors or at off-site conferences
Support USG in ongoing studies and evaluations
Ensure satisfactory conformance with contract provisions and performance metrics
When assigned to a smaller Agency, the Assistant Passport Support Manager will be required to perform cashier closeout duties.
Closeout duties such as: verify that the fee matches the type of application submitted, deposit the moneys into a bank designated by DOS, enter deposits into banking system (i.e. OTCNet), perform counter balance verifications with the counter management, close-out and reset cash registers daily
Required Skills and Experience:
Bachelor's Degree
PMP certification (preferred)
Eight (8) years of progressive management experience in a production or office environment, including; Four (4) years managing a team the size and scope of the Passport Center or Agency assigned, including; Four (4) years managing seasonal/temporary work force, including; Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.
Must be able to obtain a SECRET Clearance
QUALIFICATIONS:
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 Section Leader
Must be bonded if performing cashier closeout functio
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 Section Leader
Must be bonded if performing cashier closeout functions
Job ID: 51236020
Location Information: Portsmouth, NHUSA
Employment Type: Full time

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