Position Description:

The Global Support Strategy (GSS) is the US State Department's bundling of outsourced consular services. The WEEAC Project Manager/Task Order Manager (TOM) supports the consular sections and is responsible for overseeing overall contract performance, to include but not be limited to delivery, quality, security, and customer service in areas of information, fee collection, appointment, greeter, and document delivery services.
The TOM manages and provides leadership for team members throughout the WEEAC Task Order region (United Kingdom, Spain, Ireland, Northern Ireland, Italy, Portugal, Angola, Cabo Verde, and Ethiopia) who assist in vendor and client management. The TOM is responsible for ensuring adherence to Task Order requirements during contract performance, monitoring service levels in each of the service areas as defined in the contract, communicating clearly and concisely with the client, and resolving service issues as they arise.

Your future duties and responsibilities:

1. Staff Management
• Provide oversight and direction to regional staff members
• Lead staff to meet the organization's expectations for productivity, quality, and goal accomplishment
• Monitor staff performance and time and attendance
• Supervising Task Order management and performance of Single Points of Contact, where designated, and Contractor employees, to include by not limited to physical site inspections, both scheduled and random

2. Client Management:
• Manage client communication and expectations across client sites
• Handle inquiries and requests from the clients (each US Embassy or consulate)
• Managing customer service surveys to post and analyze responses
• Ensure coordination with the embassies on an as needed basis
• Available for daily consultation during normal hours of operation for consular sections, including (in rare instances) after-hours emergencies
• On-site client meetings to be determined
• Working with posts to identify areas for improvement of local program, to include by not limited to customizing options within vendor system

3. Vendor Management
• Daily coordination with document delivery vendor to ensure processes followed as stipulated as per the standard operating procedures (SOP)
• Conduct physical audits of the document delivery and bank locations during on-site visits to ensure compliance and report any incidents.
• Ensure prompt reporting and daily coordination including banking report confirmation from fee collection vendor
Conducting ongoing identification, evaluation, and mitigation of local and regional risks

4. Reporting:
• Monitor monthly Service Level Agreements (SLAs) to ensure service levels are met or exceeded
• Ability to prepare management, business, technical, and personnel reports, reviews, and documents for internal and external use
• Managing public customer service surveys and analyze responses

Required qualifications to be successful in this role:

• Strong communication skills--oral, written, and presentation skills in English. Portuguese and Spanish are also desirable but not required.
• Eight (8) years of progressive experience managing the implementation, execution, and oversight of programs similar in size, scope and complexity of this contract, including three (3) years leading diverse teams to foster customer service, innovative solutions, and proactive communication
• A Security Clearance will be required: MRPT clearance for US Citizens; RSO clearance for non-US Citizens- More information will be provided upon hiring.
• Strong leadership skills
• Experience managing a multicultural team remotely/virtually
• Experience using a variety of office software, including: MS Word, MS Power Point, MS Excel, MS Share Point, and MS Outlook;
• Demonstrated expertise and oversight in fee reconciliation for services provided
• Proficiency with software and database


Desired Qualifications:
•Experience using Microsoft Dynamics
• Experience with low-code or no-code development
• Ability to conduct research to solve problems and execute solutions
• Desire to learn, grow and contribute creative ideas and make the effort to achieve the team's goals
• Ability to work independently without direct supervision yet at the same time form part of an effective team
• High level of punctuality, work ethic and discretion
• Call center experience
• Experience working with visa outsourcing services
• Attention to details and ability to work under pressure
• Proficient with MS Office, especially Microsoft Excel

Skills:

• Client Management
• Leadership

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.