OBJECTIVE

To support the VAC operations unit, providing centralized support for appointment management, email response, Client relationships, IT improvements, serving as deputy for supporting the Manager – Operations, while ensuring compliance to all processes as per SLAs and Reporting requirements.

QUALIFICATION

• Education: Minimum: Bachelor’s degree from accredited university.
  Job Types: Full-time, Contract
  Pay: $26.00 - $27.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In perso

ROLES AND RESPONSIBILITIES

• Support network of all VACs across the country, providing appointment management, audit, feedback, IT & process improvement, and client relationship management as deputy to Manager – Operations.
• Indirect responsibility for the Unit’s profitability and achieve targets (EBIT) set by the Zone/Region, including on-time remittance of Wire Reports for Missions.
• Develop and maintain business relationships with all Consulates and Embassies.
• Ensure compliance to all existing processes and meet the defined Service Level Agreements, especially appointment availability for all VACs.
• Ensures that the Teams are mentored & work towards adherence of all SOPs/ processes from an Operational and ISO perspective, including onsite support for audits.
• Responsible for implementation of process enhancements to improve quality & efficiency of the Unit. Facilitates and, encourages sharing of Best Practices.
• Track and minimize Unit’s expense budgets and allocated resources.
• Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development.
• Ensures effective Process Monitoring (including internal and external audits).
• Manage Security (Physical & Data) at the VACs and to ensure effective controls are in place to pre-empt any physical / data security breach incidents.
• Work closely with the Value Added Services team in order to create new channels of Revenue.
• Liaison with support functions (Administration, HR, Finance, IT, etc.) for ongoing issues, projects, etc, as well as SPOC for Embassies and Consulates.
• Support manpower requisitions, through interviews and candidate selection, as needed.
• Provide support on all projects, if and as requested, by Manager – Operations to provide centralized support for all VAC network.

INDICATIVE KRA’S/BUDGETARY AND REVENUE RESPONSIBILITIES

• Productivity of staffing across VACs
• Customer satisfaction (both Embassies/Consulates and Applicants), including directly responsible for ensuring upload of VOCs.
• Timely & Accurate Data entry and consolidation of all reports and Daily Manifest Reports
• EBIT targets met, supported by Manager – Operations
• Meeting Client SLA’s. Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
• VAS rolled out and Sales targets met
• Adherence by self and staff to all SOPs.