Director Leasing and Customer Services (DLCS), LAA

Main Purpose of the Role

  • The incumbent has overall responsibility for LAA customer service, issuance, execution, and disposition of leases in accordance with the LAA Act 2010 and the Land Act 2010, both as amended.
  • The incumbent is mandated to provide efficient services to the public by creating value for the Authority. This includes lease and lease related transactions, such as transfer, subleases, change of use, and surrender to continually improve service delivery and contribute to the economy of the country. 
  • The incumbent further ensures that LAA strategies are executed, by overseeing staff working in the regional offices in the North and South respectively. The incumbent also oversees the engagement of corporate customers through the office of key accounts office. 
  • As a member of senior management, the DLCS actively contributes to the overall management of the Authority and the development and implementation of LAA corporate strategy.

Key Responsibilities and Specific Duties

  • Developing and overseeing the implementation of policies, procedures and standards for LAA leasing and customer services functions.
  • Identifying and developing procedures for and oversee the collection of data for and reporting on a range of LAA vital statistics.
  • Overseeing effective functioning of lease management system that processes lease applications and transactions transparently and reliably through achievement of set targets in a timely and cost-effective manner.
  • Preparing and executing of leases, consents, subleases, change of use, surrender and other documents in accordance with the LAA Act 2010 and Land Act 2010.
  • Issuing notices for and collection of ground rents and other fees as necessary.
  • Providing assistance and advice to customers.
  • Recording of interactions with customers through appropriate tools in order to improve customer experience

Strategic Management:

  • Providing sound policy advice to DG on all matters related to land administration and management.
  • Contributing towards development and implementation of the Authority Corporate Strategy.
  • Developing work programmes and projects that are well planned, fully resourced, implemented monitored and evaluated for achievement set targets.
  • Managing staff so that they are well informed, motivated, capable, and disciplined to deliver on the strategic targets.
  • Planning and overseeing implementation of work plans for the leasing and customer service division.
  • Communicating well and proactively with other agencies on land policies, land laws, to ensure they are well understood, complied with, and effectively implemented.

Reporting:

  • Measuring and reporting on customer service performance.
  • Preparing regular operational, management and other reports as required for effective land administration.
  • Providing such regular reports and briefs for the DG as he/she may require.

Knowledge, Skills and Competencies

Knowledge

  • Land law, tenure system, land management and administration practice in Lesotho and OR similar jurisdiction.
  • Best practice in tenure management and administration in the region and worldwide.
  • Modern land management system, procedures, and practices.

Strategic and Executive Management Competencies 

  • The ability to build trust and demonstrate personal accountability.
  • The ability to effectively execute plans and initiatives.
  • The ability to remain flexible and adapt to changing situations.
  • The ability to lead through managing change, setting divisional targets, solving problems and making decisions, understanding and navigating complex situations.
  • The ability to lead others through communicating effectively, coaching and mentoring, building and maintaining relationships, managing effective teams and work groups.
  • The ability to demonstrate ethics and integrity, exhibiting leadership stature, adaptability, capacity to learn and displaying drive and purpose.

Managerial and Technical Competencies:

  • Ability to maintain a high level of accuracy in preparing information and attention to detail.
  • Knowledge and understanding of the land management system and the impact of transactions captured on other related systems.
  • Ability to work with sensitive and confidential information and maintain the utmost confidentiality in customer information.
  • Strong customer service focus and ability to communicate effectively with customers.

Generic Competencies:

  • Co-ordination Skills 
  • Analytical Skills 
  • Interpersonal Skills 
  • Team Working Skills 
  • Problem Solving Skills
  • Project Management skills

Qualification and Experience

  • A post graduate qualification from a recorgnised university in any of the following: land related field; business\ leadership management and administration; Customer Relationship Management; or
  • A Degree in land related discipline plus 10 years work experience, 7 of which should be in a senior management in customer relationship.
  • Experience in a service-oriented or consulting organisation, an experience in a land related organisation will be added advantage.

How to Apply

Since KM Global Consulting was requested by the Land Administration Authority to assist them with the recruitment for this position, all applications should be sent directly to info@kmglobalconsult.com stating LAA-DG-LSO in the subject line by December 20th, 2024.