Manager, Border Information Services

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

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.

Positions to be filled: 1

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
A secondary school diploma** or employer- approved alternatives (see Note).

Note: The employer-approved alternatives to a secondary school diploma are:
A satisfactory score on the Public Service Commission test*** approved as an alternative to a secondary school diploma; or an acceptable combination of education, training and/or experience.

**A secondary school diploma refers to a high school diploma.

*** As of January 2, 2023, the General Competency Test: Level 1 (GCT1-207) will replace the General Intelligence Test (GIT-320) as the employer-approved testing alternative to a secondary school diploma. Previous scores of 80 or higher on the GIT-320 will remain valid as an acceptable alternative to the requirement for a secondary school diploma and candidates are not required to take the GCT1-207 for this purpose.

Degree equivalency

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

ABILITIES AND SKILLS
• Ability to communicate effectively orally
• Ability to communicate effectively in writing
• Ability to evaluate and manage priorities and meet deadlines
• Ability to supervise or manage employees with relevant responsibilities in training and development, and performance management.

PERSONAL SUITABILITY
• Uphold Integrity & Respect
• Interpersonal Skills
• Dependability
• Dealing with difficult situations

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

ASSET QUALIFICATIONS
AQ1. Experience providing client service in a contact/call centre environment.

AQ2. Experience supervising employees.

AQ3. Experience analyzing data from a variety of sources and providing recommendations to senior management to improve business processes.

AQ4. Experience in managing financial resources including budget forecasts, monitoring expenditures, and financial reporting.

AQ5. Experience in assigning and/or reviewing work.

ORGANIZATIONAL NEEDS
The CBSA processes millions of travelers every day – people of all ages, sizes, shapes, backgrounds, and abilities. Consequently, we want to increase the representation of employment equity groups in order to maintain a diverse workforce that reflects the population we serve.

We are focused on hiring talented individuals from these communities to make our Agency better and continue to enhance diversity. In order to achieve our goal, we may first consider qualified candidates, who have self-declared, when applying, as belonging to one or more of the designated employment equity groups.

The CBSA promotes employment equity and encourage all candidates to indicate if they belong to one or more of the designated groups (women, members of visible minorities, Aboriginal peoples or persons with disabilities*) when they apply. For information on self-declaration please visit:
https://www.canada.ca/en/services/jobs/opportunities/government/self-declaring- government-canada-jobs.html.

*Note that the terms “Aboriginal peoples”, “persons with disabilities” and “members of visible minorities” are used, to align with the terminology defined in the Employment Equity Act. We understand and recognize that candidates may prefer to use other terms.

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
- Must be willing and able to carry a smartphone as required
- Travel 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

ASSESSMENT
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Candidates must meet all the essential qualifications to be appointed to a position.

You may be assessed using a variety of assessment tools, such as, but not limited to: standardized tests, written exams, interviews, simulation exercises, reference checks, recent and past performance evaluations, self-assessments, candidate achievement record, etc.

Please note that your overall conduct and communications, including email correspondence, throughout the entire process may be used in the assessment of qualifications and competencies.

All written correspondence related to this selection process will be used to assess written communication.

You must provide proof of your education credentials. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information please click on “Degree Equivalency” in the Education section above.

LEAVE/ABSENCES DURING THIS SELECTION PROCESS: It is the responsibility of the candidate to notify the Departmental contact of any pre-approved leave throughout the duration of the process in order to facilitate scheduling of evaluations. One alternate date will be possible only if requested for the following reasons: 1) Medical reasons with doctor’s certificate 2) Death in your immediate family 3) Confirmation of pre-approved travel plans or training plans (made before the advertisement posting date) 4) Religious reasons or 5) Participation in an assessment for another selection process.

Please note that achieving the pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a score that is higher than the pass mark on any of the evaluations used throughout the selection process. Management may also decide to use top-down selection at any stage of the process.

Management may choose to invoke an asset(s) at any point of the process.

Random selection and/or top-down selection may be used during the process to identify which applicants will be further assessed.

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OFFICIAL LANGUAGE
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Persons are entitled to participate in the selection process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Official language proficiency: due to its unique character, this essential qualification could be assessed and required solely upon appointment. It is therefore the candidate’s responsibility to inform the person in charge of the selection process if he/she obtains the linguistic requirements after the pool has been established. Also, a person who initially failed linguistic testing could be introduced into the pool of qualified candidates during the pool’s validity period if he/she is assessed again through another selection process or following linguistic training.

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COMMUNICATION
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Communication for this process will be sent via email. Applicants MUST check their e-mail accounts frequently as there may be a deadline for responses. 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). Please note that we will have to consider that you are no longer interested in participating in the selection process and that you have withdrawn your candidacy should you not provide us with an up-to-date email address or respond to our communications.

If you need to communicate with us during any stage of this process, please indicate the selection process number in the subject field of your email.

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

Indeterminate employees at the same group and level or equivalent could be considered for deployment. If no deployment is made, applicants from other groups and levels will be considered in the advertised appointment process.

An assignment/secondment or an acting appointment requires approval of your supervisor.

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.