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2 months ago
- To manage end to end operations of the VAC whilst ensuring quality and cost saving, ensure compliance to the set processes, and manage people to bring the best efficiency out of them
- To ensure implementation of new process roll outs or changes
Areas of Responsibility & brief description
- Document scrutiny & verification for visa processing
- Handling cash & bank related transactions if assigned
- Maintaining & recording all application data in a timely and accurate manner
- Ensuring all administration & logistics of passport delivery to consulate / applicant /logistics company etc.
- Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
- Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff.
- Productivity: Targets met as prescribed in Team Objective Tracker.
- VAS Target:
- Ensures updating of Productivity & VAS Conversion Grid – to track performance on a weekly/monthly/basis – data available for H1 & H2 appraisal
- Targets to be shared with the staff & progress reviewed at defined frequency, (recommended weekly), and
- Incentives to be disbursed to the staff, as per achievement, on a monthly basis.
- Customer satisfaction (Applicants) Effective Complaint Resolution
- Complaint Tracking –process in place to ensure complaints are monitored, repeats identified, RCA & Action Plan implemented to prevent recurrence
- Percentage of Complaints are within prescribed limits (< 0.05% of Application Volumes)
- Ensures 100% complaints are responded within 48 hours of receipt.
- Data entry errors - Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits
- Late reporting /unauthorized absenteeism – Team Management
- Attending training programmes– Adherence to Annual Training Calendar (Trainings scheduled by HR)
- VOC / VOM – Targets met as prescribed in Team Objective Tracker.
- Adherence to mandated TAT (Turnaround Time) – TAT Targets met as prescribed in Team Objective Tracker.
- MOR Completed - Reported Timely - MOM Recorded & Closure Completed, for previous open points
- Assists Manager in compilation of reports accurately & on time.
- Internal Process Assessments (OCL’s) completed - for all direct reportees (for 100% staff twice a month – 1 announced & 1 unannounced)
- Conformance to ISO Audit Requirements - Internal Calibration (RCA in place - Implementation Evident)
- Timely Completion - Reporting (Weekly/Fortnightly/Monthly/Quarterly, or as per desired frequency)
- Assist reporting manager to complete Financial Audits/ Compliance Certificate to be completed every month, for all Units, and sign-off recorded & sent to Zonal Finance, as applicable.
- Staff Reward & Recognition Culture to be encouraged – Staff of the month, employee of the Quarter, etc.
- Zero Incidents for any Operations, related to Process Integrity, Loss of Passports, Staff Integrity
- Immediate reporting of Incidents to Immediate Reporting Manager & Head of Operations – Zone/Country/Region
- Assist reporting manager to compile a Detailed Investigative report, to be shared with all stakeholders, including Immediate Reporting Manager & Head of Operations – Zone/Country/Region, Security, any other; within 24 hours of the incident.
- Completion of RCA & Action Plan to prevent recurrence of any Incidents, averse to VFS Global’s business interests.
- Completion of WB Projects Completion - to ensure that the team works on execution of WB Project, to achieve Continuous Improvement
- Travel Agents / Applicants
- Departments within VFS Global
- Courier service
- VAS Team
- Vendors & Consultants
- Regional Operations Team
- IT, HR & other support functions
Education: Minimum: Graduate or global equivalent degree
Additional: Post – Graduate or global equivalentExperience: 2 – 5 years’ experience preferably in Travel and Tourism or Service industryKnowledge & Key Skills:
- Proficiency in MS office & good typing speed
- Adaptability and presence of mind to handle customer queries and complaints
- In-depth knowledge and understanding of systems and processes
- Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness
- Team management skills
- Entrepreneurship
- Operation Management
- Quality & Service Orientation
- Project Management
- Teamwork & Collaboration
- B2C Sales
- Diversity Sensitivity
- Client (mission) Management
- Personal & Professional Development
- Delivering Results
- Communication
- Networking
- Leadership
Additional RequirementsFluency in Local Language – Ability to read write and speak fluently, especially in Hindi & English, knowledge of an additional international language would be very helpful (region specific language can be looked at).
EXPERIENCE/QUALIFICATIONS REQUIRED:
- Excellent written & verbal communication skills with professional demeanor
- Excellent command of English is required, additional languages a plus (but not required)
- Minimum education: Bachelor’s degree
- Good knowledge of Microsoft Office packages
- A good attention to detail and high level of accuracy under tight timelines
- A proactive ‘can-do’ attitude
- Ability to begin work rotating shifts, if needed, between 7:00am – 7 :00pm
- Flexible / ready and willing to additional hours, if needed
- Possible travel opportunities within the US
- Ability to lift up to 30 pounds.
Ó 2021 This is a controlled document. Unauthorized access, copying and replication are prohibited.
VFS Global is an equal opportunity employer. Our Code of Conduct protects the dignity and respects employees irrespective of their race, religion, colour, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status or special ability. At VFS Global, employment is exclusively based on an individual's professional skill, and voluntarily disclosing your gender is unrelated to the application process.
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