Consular and Passports Manager

Australian Permanent Mission


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Consular and Passports Manager

Job Ref: 471
Location: Geneva
Closing date: 3rd March 2021

Contract: On-going

Hours: Full time - 37.5 hours/week

Classification: LE 4

Salary : CHF 88,036 per annum

Further details: 20 days annual leave and 14 days public holiday, 50% employer contribution to health and accident insurance and to a pension fund.

About the Department of Foreign Affairs and Trade

The role of the Department of Foreign Affairs and Trade (DFAT) is to advance the interests of Australia and Australians internationally. This involves strengthening Australia’s security, enhancing Australia’s prosperity, delivering an effective and high-quality overseas aid program and helping Australian travellers and Australians overseas. The department provides foreign, trade and development policy advice to the Australian Government. DFAT also works with other Australian government agencies to drive coordination of Australia’s pursuit of global, regional and bilateral interests.

About the Position

Under general direction, the Consular and Passports Manager is responsible for the efficient and effective operation of the Consular and Passports Section. The position will manage the provision of consular and passport services to Australian citizens in Switzerland and Liechtenstein, interpret policies and procedures, and utilise passport and consular systems.

The key responsibilities of the position include, but are not limited to:

  • Lead and manage a small team, and coordinate training for consular and passports staff.
  • Manage and respond independently to routine consular enquiries and provide on-the ground assistance to consular clients including, but not limited, to prison and hospital visits.
  • Exercise independent decision-making and apply problem-solving skills to complex consular cases, escalating high-risk cases to management.
  • Report on consular cases in a timely manner, and update case entries in consular management systems.
  • Prepare and maintain the Switzerland and Liechtenstein Crisis Action Plans (CAP), including preparation of the annual all staff crisis and business continuity exercise.
  • Develop and maintain a range of key contacts within the Swiss and Liechtenstein governments, private organisations and other missions within the region relating to consular and passports work.
  • Participate in and organise outreach exercises with relevant Swiss authorities and consular partners within Switzerland and Liechtenstein to strengthen relationships.
  • Coordinate and draft periodic reviews of the Travel Advice for Switzerland and non-travel advisory for Liechtenstein, including emerging situations that impact either country.
  • Provide notarial services, keep up to date with policy updates/changes and manage the Passport and Notarial online booking system.
  • Monitor emerging situations within Switzerland and Liechtenstein.
  • Manage official visitors to post and organise events such as ANZAC Day.
  • Manage the office telephone system and Emergency Messaging System (Esendex) for dispatching urgent messages to staff.
  • Process visa applications on behalf of Papua New Guinea.
  • Perform the functions of the Assistant Returning Officer for Australian Federal elections.
  • Manage and update all Consular and Passport information on the post website, including consular fees and travel advisories.
  • Manage post’s social media platforms (Facebook and Twitter), including drafting content for consular/passports/notarial services and relevant Swiss information.
  • Maintain financial and accountable documents in accordance with regulations and ensure appropriate travel documents stocks are held at post.


  • Language skills: fluency in written and spoken English and French. German language skills are desirable.
  • Effective people management and leadership skills, including the ability to build productive working relationships with both internal and external stakeholders.
  • Experience with crisis management is desirable.
  • Good judgement, resilience and the ability to respond to challenges and unforeseen events
  • Sound working knowledge, or the ability to obtain knowledge, of the guidelines, policies and legislation governing the provision of consular services. Such policies include the: Privacy Act, Consular Fees Act and Vienna Convention on Consular Relations.
  • Sound knowledge, or the ability to obtain knowledge,of Swiss and Liechtenstein local law and customs, government agencies, local authorities, the judiciary and social services.
  • Ability to research and collate information from different sources regarding consular matters.
  • Understanding of how to develop social media content.
  • Well-developed written communication skills for drafting reports and correspondence.
  • Strong interpersonal skills to build productive working relationships with a broad range of clients and internal/external stakeholders in an objective, assertive and persuasive manner.
  • Excellent communication and customer service skills to deal with all facets of client interaction, including very complex and sensitive situations.
  • Sound decision-making abilities, particularly in assessing the individual needs and situation of a client.
  • Planning skills, flexibility to adjust workload and the ability to manage multiple tasks in a high-pressure, client-focused environment.

Selection Criteria

Please address each of the selection criteria for the role in the spaces provided on the application form. Drawing on your prior experience, please provide examples of where you have demonstrated the required competencies or transferrable skills.

The word limit is strictly 250 words per response. The panel will not assess responses that exceed the word limit.

A. Strong interpersonal skills with experience in managing a team whilst also building productive working relationships with a broad range of stakeholders both internally and externally.

B. Strong planning and organisational skills with the ability to work under pressure and manage priorities under limited supervision in a high volume, client-focussed environment.

C. Excellent decision making and judgement, applying relevant guidelines, policies and legislation and adapting according to the individual needs and situation of a client.

D. Well-developed communication, interviewing and liaison skills including the ability to communicate both in English and French empathically, clearly and simply with people from diverse backgrounds in person, over the phone and in writing.

E. Ability to conduct thorough and accurate research from a variety of sources, collect information, and present findings/reports to a diverse range of internal and external stakeholders.

Applications should be submitting using this link: Recruitment (

Case postale 102 1211 Genève 19