Job Description

Purpose of the role

• To manage end-to-end operations of the VAC whilst ensuring quality and cost saving, ensure compliance with the set processes, and manage people to bring the best efficiency out of them.

• To ensure implementation of new process rollouts or changes.

The -Operations Officer is Responsible for:- 

• Document scrutiny and collection of applications for visa processing.

• Handel customer/applicant queries personally or via email, or telephone.

• Handel cash and bank-related transactions if assigned and ensure 100% accuracy.

• Record & maintain all application data. Ensure accurate & timely data entry into the system with zero errors.

• Ensure all administration and logistics of passport delivery to consulate/applicant/logistic Company etc.

• Maintain compliance with the standard operating procedures, manuals, etc. without deviation in the process.

• Inform the applicants about the available added services and ensure delivery of value-added service options to applicants/customers.

• Encourage applicants to provide feedback on the service provided and their overall experience at the applicant center.

• Ensure that the entire process is completed within the mandate turnaround time.

• Assist the deputy manager/operation manager in the execution of the WB project.

• Ensure judicious use of natural resources.

• Adhere to the environmental health and safety policy /objective and guidelines of the organization.

Indicative KRA’s/Budgetary and Revenue Responsibilities

• Productivity - Targets met as prescribed in Team Objective Tracker. 

• Customer satisfaction (Applicants) - Complaints - Targets met as prescribed in Team Objective Tracker. 

• Timely & Accurate Data entry - Targets met as prescribed in Team Objective Tracker.

• Late reporting /unauthorized absenteeism.

• Adherence to TAT - Targets met as prescribed in Team Objective Tracker. 

• Completion of WB Projects Completion.

• Attending training programs. 

• Ensure all trainings      

• scheduled by HR are attended.

• Training: Internal Process Certifications (OCL’s) – Scores well on all OCL’s completed for self.

• Error Monitoring – To reduce the number of errors daily, maintain an Error Log, as applicable. 

• Updates Productivity & VAS Conversion Grid – to track performance daily. 

• VOC - Targets met as prescribed in Team Objective Tracker. 

• Ensures adequate Surveys are completed (minimum 5% of application counts) & Target VOC Target is achieved, as per Team Objective Tracker