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Permanent/Full Time

5 - 10 Years

First Degree

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Not Specified

Bachelor’s degree in Business Administration, Operations Management, Public Administration, or a related field relevant experience. Master’s degree will be a plus. Work Experience: Minimum of 5 years of experience in operations management, customer service management, or a similar role, preferably within a high-security or government service environment. Proven experience in managing teams and coordinating between multiple sites. Knowledge, Skills, and Abilities: Strong understanding of operational processes and customer service principles. Excellent organizational and problem-solving skills. Ability to handle complex and challenging situations effectively. Strong leadership and team management capabilities. Excellent communication and interpersonal skills. Proficiency in relevant software applications (e.g., ticketing systems, reporting tools).

2024-12-13

Position Description/Job Purpose

The Head of PAC Operations is responsible for managing the operations of the Passport Application Centers, ensuring they have the resources and support needed to function effectively. This includes acting as the Single Point Of Contact (SPOC) for PAC-related issues, ensuring optimum operations at the PAC, liaising with managers to resolve problems, ensuring the availability of required reports, and facilitating the training and support of PAC staff.

Position Responsibilities and Duties

Single Point Of Contact (SPOC): Serve as the main contact for private party’s PAC-related issues, ensuring effective communication and resolution of any concerns.

Reporting: Ensure the timely and accurate preparation of needed reports for stakeholders, providing insights into PAC operations and performance.

Problem Resolution: Liaise with the responsible manager to identify and resolve any issues faced by PACs, ensuring minimal disruption to operations.

Resource Provision: Ensure PACs have all necessary resources, including materials and equipment, and coordinate training programs for new officers.

Ticketing System Management: Access and monitor the ticketing system to follow up on and address the needs and requests of various PACs, ensuring timely resolution.

Operational Oversight: Monitor and evaluate the efficiency of PAC operations, suggesting and implementing improvements where necessary.

Stakeholder Communication: Maintain open lines of communication with internal and external stakeholders to ensure alignment and support for PAC activities.

Compliance: Ensure all PAC operations comply with BTS policies, procedures, and relevant regulatory requirements.

Reporting Relationships

Reports to: CEOs/Management Team

Supervises: PAC Supervisors

Location & Commitments

Location: Accra, Ghana

Commitment: Full-time, with travel to various PACs and other BTS locations.

Working Conditions

Office environment with frequent visits to PAC locations.

May require extended hours during peak times or to resolve urgent issues.

East Legon

Greater Accra

Plot 61A Boundary Road