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Citizen Service Coordinator

We are looking for a Citizen Service Coordinator for our partner HayPass to lead and oversee the daily operations for a sub-network of enrolment facilities. This role ensures that citizens receive efficient, professional, and courteous service when applying for or collecting ID documents. The Coordinator supports and trains enrolment operators, monitors performance and customer satisfaction, ensures operational readiness, and continuously works to improve service quality and efficiency.

 

Job location will be in Yerevan, but candidate should be willing to travel occasionally within Armenia)

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HayPass is the company which entered into public private partnership with the Armenian Government to implement the new biometric ID management infrastructure and ID card project.

HayPass will then operate the infrastructure and deliver ID Services to the Citizen of Armenia (on

behalf of the Ministry of Internal Affairs) for the next 11 years.

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Primary Responsibilities

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Operation Excellence and Citizen Service Culture. 

  • Lead and manage a sub-network of enrolment facility  including operator onboarding, implementation of operational procedures. 

  • Oversee and support enrolment operators in managing daily work activities by collaborating with relevant stakeholders. 

  • Monitor the performance (through KPIs) and Customer Satisfaction (through NPS) of every enrolment facility under his/her coordination. Identify areas of improvement and implement action plan. 

  • In cooperation with the Chief Citizen Service Officer, identify the  training/development  needs for employees and take relevant measures.

  • Timely prepare various reports (daily, weekly, monthly) for the Citizen Service Department and other entities.

  • Ensure all Enrolment facility under his/her coordination are operational (equipment, consumables, ….)

  • Prepare the attendance list of operators on a daily and monthly basis.

  • During the performance of duties, implement the internal policies of the company outlined in various approved acts.

  • Carry out tasks assigned by law, sub-legal acts, and the internal regulations of the company with professionalism and dedication.

  • Develop a yearly plan to adapt enrolment facility capacity to the forecasted load in every enrolment facility. Anticipate seasonality effect and variations in ID Document demand.  

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Innovation: 

  • Proactively propose improvements to the operating model or operating procedures to deliver better customer experience and/or augment global efficiency. 

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Employee Wellness & Safety

  • Nurture a positive working environment within the Enrolment Facility and for all individuals.

  • The tasks of the Citizen Service Coordinator may be reasonably changed according to operational needs and/or business activities

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Required Skills & Qualifications

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  • Customer oriented with a strong sense of customer engagement. 

  • Sense of responsibility in dealing with personal data  

  • Ability to follow / enforce documented procedures  

  • Bachelor’s degree in a relevant field

  • Experience in customer service and managing teams

  • Good knowledge of Microsoft Office and computer skills

  • Excellent communication skills (both verbal and written in English and Armenian languages) with ability to interact effectively with employees and stakeholders.

  • Flexible working hours aligned with the project requirements

  • Conflict Management: Resolving disputes and fostering a positive work environment

Applying for: Citizen Service Coordinator

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