Manager, Border Information Services

Update: Please note that the closing date for this advertisement has been extended to Tuesday, August 2, 2022.

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

You will be required to demonstrate how you meet the education and experience criteria for the initial screening, in answering online screening questions. It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Rather, you must clearly demonstrate HOW, WHEN and WHERE the qualification was met through substantiation by examples. Information on your described education and experience provided in the screening questions should be supported by your résumé. Should you indicate in your response "please refer to resume" your application will be rejected. Failure to provide the above information in the format required may result in your application being rejected from the process.

Please note that any portion of your application may be used to assess written communication including the screening questions and resume.

Duties

Tasks of the position may include, but are not limited to:
- Performs human resource management activities: training and development, performance management, staffing and union management relations.
- Defines and monitors the team’s program goals, operational priorities and performance expectations. Evaluates the quality of service provided to external and internal clients.
- Communicates with travelers, importers, brokers or other government departments and related programs to exchange information, resolve problems or obtain compliance.
- Participates in the creation and modification of national Contact Centre operational guidelines, service standards, process and procedures.
- Manages Contact Centre quality control and monitoring programs.
- Manages a cost centre budget and exercises delegated financial and human resources authorities.
- Resolves complex cases referred by team members.

Intent of the process

The intent of this selection process is to staff 2 positions immediately - 1 in New Brunswick and 1 in Manitoba.

A qualified pool of candidates will be established and may be used to staff identical or similar positions.

Positions to be filled: 2

Information you must provide

Your résumé.

Contact information for 2 references.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education:
- Secondary school diploma* or employer-approved alternative (see Note).

Note: The employer-approved alternative to a secondary school diploma is an acceptable combination** of education, training and/or experience.

*A secondary school diploma refers to a high school diploma.
**The acceptable combination will be evaluated by considering the highest level of education achieved and the depth and breadth of training and/or experience accumulated in customer service and/or in an office setting.

Degree equivalency

Experience:
- Experience working in a call centre environment and/or working in an environment dealing with the public or external clients.
- Significant experience* managing employees. Duties include but are not limited to: planning and assigning work, evaluating performance, manage employee relations, approval of leave, support career development.
- Significant experience* in the use of Microsoft Outlook, Microsoft Excel and Microsoft Word to conduct research, communicate with colleagues and clients, prepare correspondence, spreadsheets, reports and documentation.

*Significant experience is defined as the depth and breadth of experience normally associated with full-time performance of duties for at least two (2) years.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (BBC/BBC)
The position requires the ability to communicate in both English and French.

Information on language requirements

Competencies:
- Dealing with difficult situations
- Initiative
- Leadership

Abilities:
- Ability to communicate effectively in writing
- Ability to communicate effectively orally

The following may be applied / assessed at a later date (may be needed for the job)

Asset Qualifications

Education:
- Degree from a recognized post-secondary institution.
- Diploma from a recognized post-secondary institution.

Degree equivalency

Experience:
- Experience in establishing partnerships and collaborating with internal or external stakeholders (examples include: divisions within your department, community organizations, clients, other departments or private business).
- Experience performing human resources management activities including training and development, staffing and union management relations.
- Experience making recommendations to management concerning business processes, operating procedures, human resources or financial management issues concerning their team.
- Experience supervising employees in a virtual work environment.

Organizational Needs:
Employment equity may be used to address the under representation of the following designated groups: Aboriginal people, members of a visible minority group, persons with disabilities and women.

Operational Requirements:
Willing and able to work overtime as required.
Willing and able to work evenings and weekends.
Willing and able to be on standby.
Willing and able to carry a smartphone as required.

Conditions of employment

Reliability Status security clearance

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

Interested persons must meet each essential qualification to be appointed to the position; however, a person may be appointed to the position even though he/she does not meet any or all of the asset qualifications, operational requirements or organizational needs. Meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed. Please note that assets may be used at the screening stage.

Communication for this process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users(some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis.

Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

Persons are entitled to participate in the appointment process in the official language(s) of their choice. Applicants are asked to indicate their preferred official language(s) in their application.

In assessing candidates, assessment boards may use a variety of tools and methods including, but not limited to, reviews of past performance and accomplishments, written tests, interviews, PSC tests and reference checks. In addition, all information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate the candidates.

As part of this selection process you must provide proof of your education credentials. You will be advised to provide the documents later in the process. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. This will enable you to provide proof of Canadian equivalency when applying for a job in the public service. The Canadian Information Centre for International Credentials (CICIC) assists persons who wish to obtain an assessment of their educational, professional, and occupational credentials by referring them to the appropriate organizations The CICIC can be contacted at www.cicic.ca.

Depending on the number of applicants, CBSA needs and CBSA HR plans, volume management strategies such as, but not limited to, top-down approach, cut-off scores, random selection and/or assessment may be used for the purpose of managing applications/candidates. Should a volume management strategy be used, communication regarding the application of the strategy will be provided to those candidates who are impacted.

Please note that for candidates applying from outside the public service, the Department will not reimburse travel expenses linked to the assessment process; however, every reasonable effort will be made to minimize travel costs for candidates who will undergo assessment.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.