Passport Support Manager

Oversee all operations

Oversee all operations at the assigned location and ensure excellent performance that meets all requirements and standards.

Daily Reporting

Responsible for Daily Reporting 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.

Hire and manage staff

• Ensure each Contractor employee signs an acknowledgement of the Passport Internal Controls and a Standards of Conduct within 1-day after employment.
• Ensure 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.

Deliverables and Performance Data

Provide timely deliverables and performance related data to the Government in order to allow adequate monitoring, oversight, and performance measurement of support services.

Continuous Improvement

Conduct continuous improvement activities to realize improved service delivery capabilities and performance.

Problem Resolution and Surges

• Resolve problems with minimal disruption to the activities being performed under the contract.
• Respond rapidly to surge requests and provide the appropriate levels of qualified staff.

Conference Calls and Briefings

• Participate in conference calls and digital video conferences with DOS and other U.S. Government agencies.
• May be requested to provide formal and informal briefings to visitors or at off-site conferences.

Supporting Studies and Evaluations

Support USG in ongoing studies and evaluations.

Closeout Duties

When assigned to a smaller Agency, the 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.

Technical and Business Skills

• Knowledge and expertise in personnel management.
• Excellent oral and written communication skills.
• Advanced understanding of MS office applications (Excel, Word, Outlook, and PowerPoint).

Workload Management

Prioritize workload for large teams and possess excellent organizational skills.

Regulatory Understanding

Ability to interpret and apply regulatory material.

Leadership and Teamwork

• Manager must foster an open environment that aligns with CGI Federal morals.
• Manage a team the size and scope of the Passport Center or Agency assigned.
• Manage seasonal/temporary work force.

Education and Experience

• Bachelor's Degree.
• Eight (8) years of progressive management experience in a production or office environment.
• Four (4) years managing a team the size and scope of the Passport Center or Agency assigned.
• Four (4) years managing seasonal/temporary work force.
• Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.

Credential and Clearance

• The ability to obtain and maintain a Secret clearance is required.
• U.S. Citizenship is required.
• To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role.