Job Description

Main purpose of job:The British High Commission in Singapore is part of the Foreign, Commonwealth and Development Office's (FCDO) worldwide network of 270 Posts, representing British political, military, economic, and consular interests overseas.Consular assistance is a FCDO priority and issuing Emergency Travel Documents (ETDs) is a large part of the assistance offered to British nationals working or travelling overseas.The Emergency Travel Document Centre operates as a hub, managing all ETD applications globally from three centralised locations (Singapore, Madrid and Mexico). Between the Centres we operate a near 24-hour service, 7 days a week.Working in a busy team in Singapore, you will work in tandem with the Regional Operations Manager in Singapore and Workflow Managers in Madrid and Mexico City, to manage and coordinate the efficient flow of global ETD applications in the ETD Centres, ensuring the ETD Centres meet the overall Service Level Agreement (SLA) of 2 working days for straightforward applications. Providing support and direction to ETD staff ensuring the overall workflow management of all ETD applications accepted via our global network of Consular posts covering multiple regions and time zones.This is an exciting opportunity to join a busy, fast paced team providing direct, urgent assistance to individuals around the world every day.Roles and responsibilities / what will the jobholder be expected to achieve:

• Continuously monitor / review global ETD application queues in ETD Central in a high volume and high paced working environment, ensuring applications are moving efficiently through all ETD Centres (Madrid, Singapore and Mexico City).
• Task ETD staff with applications that require action, including the closure of old cases.
• Supervise team reviewing ETD applications, including the induction, training and onboarding of new staff.
• Respond to regional case queries from consular assistance staff and build positive working relationships at operations level.
• Performance management: ensure team members are performing in accordance with agreed pace and quality KPIs and daily targets.
• Support the team in prioritisation and escalation of vulnerable customers and those who have an acute compassionate or urgent need for travel.
• Make independent decisions on complex ETD cases (such as child applications and complex First Time Applicants) including tasking / assigning ETD staff in the ETD Centres.
• Follow up on tasked / assigned cases to ensure efficient completion of ETDs and the adherence to the 2-working day SLA.
• Report daily to Regional Operations Manager on workflow challenges and issues.
• Ensure handovers between processors are completed and actioned.
• Assist with ETD approvals and/or processing when/if required.
• Oversight of the remote interview schedule (CABS).
• Provide input and recommendations for the development of ETD guidance and ETD policy.
• Workforce management, setting shifts and schedules and ensure the ETD Centre has sufficient staffing coverage.
• Provide technical and administrative support to the Business Support Manager and Business Support Officer based in Madrid.

You may also be required to use Consular and Her Majesty's Passport Office systems to:

• Perform background checks on applicants
• Determine applicant's entitlement to British Nationality, where relevant
• Approve the issue of ETDs
• Check applications and supporting documentation
• Request additional supporting documentation information
• Check applicant's eligibility
• Conduct interviews with applicants
• Process payments, where relevant
• Issue ETDs within Consular agreed service levels
• Monitor and replenish ETD working stock

Resources managed (staff and expenditure):

• Line management of up to 4 full time members of staff.

Essential qualifications, skills and experience

• Experience working in a high paced, customer focused working environment
• Fully IT literate
• Attention to detail
• Experience in managing a team in a busy, global operation
• Good leadership and organisational skills
• 2 years minimum experience working in a hub, centralised operation or processing centre.
• Customer service skills with 3 years minimum experience.
• Excellent communication skills including senior management engagement
• Fluency in English to C level (according to Common European Framework of Reference for Languages), verbal and written, with excellent communications skills.
• Ability to work under pressure and meet tight deadlines under little supervision
• Ability to respond flexibly to changing priorities, and occasionally work weekends and out of hours
• Experience in motivating others to meet deadlines, benchmarks, key performance indicators and quality standards

Desirable qualifications, skills and experience

• Knowledge or experience of working in consular services
• Previous experience of collaborating with external suppliers and partners
• Experience or knowledge of working in an international environment
• Ability to gather and analyse customer insight / research data

Required behavioursChanging and Improving, Delivering at Pace, Making Effective Decisions, Managing a Quality Service, Seeing the Big Picture, Working TogetherApplication deadline14 December 2024GradeExecutive Officer (EO)Type of PositionFull-time, PermanentWorking hours per week37.5RegionAsia PacificCountry/TerritorySingaporeLocation (City)SingaporeType of PostBritish High CommissionNumber of vacancies1Salary CurrencySGDSalarySGD 5,524Type of SalarymonthlyStart Date3 February 2025Other benefits and conditions of employmentBenefits:We offer a competitive package, which includes basic salary of SGD 5,524 per month and a generous annual wage supplement (as part of total guaranteed remuneration) of an additional 2 months' salary paid out in December each year, Central Provident Fund (CPF) payment in lieu for non-Permanent Resident foreign nationals, 23-days annual leave entitlement and a health insurance plan. The basic salary is non-negotiable.We have a generous leave offer including: 23 days annual leave, increasing to 25 after 5 years' service, with the option to carry over up to 12 days into the subsequent leave year; 14 public holidays; generous maternity and paternity leave; and childcare leave. We encourage volunteerism and offer up to 3 days paid volunteer leave.We offer medical insurance to support staff with the high costs of healthcare in Singapore and periodic reimbursement for the cost of eye tests and replacement eye wear.Learning and development opportunities:We offer time and financial support for the successful candidate to take advantage of professional learning and development opportunities inside and outside of the organisation.The BHC has an active Learning & Development Committee which works hard to provide a comprehensive L&D offer. There is a wide range of options available for personal development including training courses, coaching and mentoring, job-shadowing, presentations and learning sets. Staff have access to a wide variety of online resources through the International Academy and Civil Service Learning. Staff are strongly encouraged to take advantage of all available opportunities.All new hires undertake a workplace induction and there are a number of mandatory e-learning courses that must be completed in order to pass probation.Working Patterns:Working hours are 37.5 per week. Emergency Travel Document Centre staff are required to work on a rotational shift pattern. Centre opening hours are 0600 to 1800 during off-peak and up to 2000 during peak. As Workflow Manager, while standard working hours are between 0800 to 1630, your working hours will adjust regularly to meet the needs of the team and service delivery. Working hours will involve some weekends, unsociable hours and public holidays.BHC Singapore supports and promotes flexible working where possible as a crucial part of our inclusive offering.Other information:In addition to the duties which this job normally entails, you may from time to time be required to undertake additional or other duties as necessary to meet the needs of the High Commission, including playing a part in the corporate life of the mission and supporting any crisis response.No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain a local work permit which we will sponsor.Staff recruited locally by the British High Commission are subject to terms and conditions of service according to local Singapore employment law.Employment offers are subject to successful clearance of pre-employment checks. Only short-listed applications will be called for personal interviews.The British High Commission is an equal opportunities employer and does not discriminate on grounds of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation. Our values of Collaboration, Opportunity, Respect and Excellence (CORE) are our guiding principles. We aspire to live our values consistently in order to make the British High Commission a great place to work where staff feel valued, supported and inspired to be their best. To learn more about the Commission, watch .Please note that all successful candidates will be expected to serve a minimum of 6 months in their new role before being eligible to apply for further positions within the British High Commission.Additional informationPlease note that the deadline for applications is 23:55 on the day mentioned in the above field xe2x80x9cApplication deadline."Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.We advise you to allow enough time to complete and submit your full application since only applications completed and submitted before the deadline will be considered.All applicants are required to mandatorily fill the online application form completely including the employment and educational details, experience, professional skills and behaviour-based questions. We will be thoroughly reviewing the applications and incomplete form in any respect may not be considered while shortlisting for the next stage.Only shortlisted candidates for interview will be contacted. Interviewees will be assessed on the core behaviours/qualifications listed above. Unsuccessful candidates will be notified via the system in due time.Appointable candidates who were unsuccessful may be placed on a 'reserve list'. If during the reserve period of 6 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.For inclusivity and diversity, please remove the following personal information when uploading your CV: name, address, email address, age, date of birth, gender, and nationality.The start date mentioned in the job advert is a tentative start date and the successful candidate will be required to undergo security vetting procedures. Any offer of employment will be subject to the candidate achieving suitable clearances.Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

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