Manager, Internal Affairs

Job Purpose 

Under the direct supervision of the Director, Internal Investigations & ACIS, the Manager, Internal Affairs will be responsible to: 

• Support the anti-corruption activities of Jamaica Customs by participating in the investigation of cases involving alleged malpractice or corruption. 
• Oversee the conducting of investigations of incidents of professional misconduct and plausible suspicions of lawbreaking attributed to officers of the Agency.  
• Formulate strategies for improving administrative procedures and operational guidelines. 
• Manage the processing of clients’ and stakeholders’ requests for review, complaints and enquiries relating to decisions taken by Customs Officers.  
• Implement internal security measures and programmes. 
• Assis with the coordination of the implementation and monitoring of the Integrity Strategy, jointly with the Integrity Committee and the Border Protection Division. 

Key Responsibilities 

Technical/Professional Responsibilities 

• Conducts investigations of incidents of professional misconduct and plausible suspicions of lawbreaking attributed to officers in the Agency by: 
• Planning, directing, controlling, and coordinating the processing of cases referred to the Section for review of decisions taken by Customs Officers, complaints and enquiries and mitigation penalties.  
• Establishing policies and procedures to strengthen case management administration and operational guidelines. 
• Overseeing interviews of accused officers to obtain responses to accusations. 
• Where necessary, ensuring the recording of interviews and preparation of charges and responses to charges. 
• Conducting investigations to establish facts supporting the complainant or accused, using supportive information from witnesses or tangible evidence. 
• Ensuring that reports of findings are written from the investigation results and submitting reports to the commanding officer for review. 
• Evaluating each case and finding suitable solutions to resolve each issue, if possible, before finalising decisions or appeal procedures are reached. 
• Overseeing reversal of decisions, where appropriate, and articulating and documenting rationale used to arrive at conclusions/decisions. 
• Implements an integrity strategy that informs the focus of operational activities in collaboration with the Integrity Committee and the Border Protection Division. 
• Formulates strategies for improving operational efficiencies by implementing corrective measures and revising policies and procedures.  

Human Resources Responsibilities 

• Provides day-to-day guidance and manages the section activities and operations. 
• Monitor and evaluate the performance of direct reports, prepare performance appraisals, and recommend and indicate corrective actions where necessary to improve performance and attain established personal and organisational goals. 
• Undertaking human resource management-related functions, including staff selection, training, and discipline by the Agency’s policies and procedures, and convening staff meetings to discuss issues and matters/challenges that impact the Section’s performance to determine appropriate solutions. 
• Participates in recruiting staff for the section and recommends transfer, promotions, terminations, and leave according to established human resource policies and procedures. 
• Provide leadership and guidance to direct reports through effective planning, delegation, communication, training, monitoring, and coaching. 
• Ensure the welfare and development needs of skills in the unit are identified and addressed. 
• Recommend disciplinary action where necessary in respect of direct reports. 

Management/Administrative Responsibilities 

• Ensures that all required processes, systems, and controls are in place within the Section to enable the achievement of its objectives effectively and efficiently and ensure the effective and efficient use of resources. 
• Ensures the timely delivery of the Section’s responsibilities to the JCA’s annual corporate planning and budgeting process. 
• Ensures that appropriate communication and knowledge management systems are in place within the Section and with other internal or external Divisions/Branches to facilitate the sharing of relevant information in an accurate and timely manner. 
• Ensures that the work of the Section is adequately documented to facilitate the development of operational manuals, outlining applicable policies and procedures for the operational activities, with the view to amalgamating them into a single Operations Handbook for Jamaica Customs. 
• Establish and maintain a culture that fosters teamwork, employee empowerment and commitment to the Sections and organisations’ goals. 
• Prepares reports and project documents as?required.??? 
• Develops, monitors, and coordinates budget preparation and monitoring and signs off on related requisitions for the Section. 

Customer Service Responsibilities 

• Maintains customer service principles, standards, and measurements. 
• Identifies and incorporates the interests and needs of customers in business process design.   
• Ensures critical success factors are identified and meet expectations.  

Other Responsibilities 

• Performs all other duties and functions as may be required from time to time.  
• May be required to provide witness statements, attend court proceedings, and give evidence. 
• Enforces Health & Safety Policies & Procedures and mitigates and minimises workplace hazards.  

Required Competencies 

Core 

• Strong judgment and problem-solving skills? 
• Solid decision-making, planning, organisation, and time management skills. 
• Exceptional written, presentation and oral communication skills and experience appropriate to executive and board-level reporting and presentation. 
• Ability to communicate, interact and work effectively and cooperatively with technical and non-technical staff, including executive management, in a fast-paced environment. 
• Expert-level interviewing skills with keen attention to detail. 
• Excellent research, analytical and investigative skills 
• Ability to display high ethics, confidentiality, professionalism, and integrity. 
• Ability to work independently to make critical decisions and analyse complex issues.  
• Good staff management and work coordination skills. 
• Strong personal effectiveness 
• Good industrial relations skills 

 Technical 

• Excellent knowledge of case management, intelligence gathering and investigation techniques and practices. 
• Excellent knowledge of governmental policies, practices, and customs administration procedures. 
• Excellent knowledge of legal requirements of the Customs Act and other related Acts. 
• Working knowledge of investigations, including forensic accounting and computer analysis. 
• Working knowledge of the relevant computer systems and applications. 

Minimum Required Education and Experience 

• First degree in Public Administration, Management Studies, or equivalent qualification in the Social Sciences. 
• Six (6) years of experience in national security, intelligence, or investigative fields, with at least three (3) years at the managerial level. 
• Supervisory Management training and experience. 
• Specialized knowledge and training in customs administration, policing or intelligence gathering and coordination. 
• Experience in applying the Customs Act and related legislation would be advantageous 

Special Conditions Associated with The Job 

• Work will be conducted in an office with standard office equipment and specialised software.   
• The environment is fast-paced, with ongoing interactions with critical stakeholders and meeting tight deadlines, resulting in high degrees of pressure on occasions.  
• May be required to travel locally and overseas to attend conferences, seminars, and meetings. 
• Fair degree of travelling is required (>40%) periodically to investigate and review operational activities.   
• May be required to work long hours (>50 hours weekly) over protracted periods.  
• May be exposed to threats and hazardous substances based on locations visited from time to time to conduct investigations on operational breaches.