Officer Operations

Purpose of the roleTo facilitate the VISA application process & handle front office & back office operations conducted at the respective Visa Application Centres (VACs)

Profile - Roles and Responsibilities :

Areas of Responsibility & brief description

1. Document scrutiny and collection of applications for visa processing
Full
2. Handle customer/applicant queries personally or via email, telephone.
Full
3. Handle cash and bank related transactions if assigned and ensure
100% accuracy
Full
4. Record & maintain all application data. Ensure accurate & timely data entry into the system with zero errors.
Full
5. Ensure all administration and logistics of passport delivery to consulate/ applicant / logistic company etc.
Full
6. Maintain compliance to the standard operating procedures, manuals etc. without deviation in process
Full
7. Inform the applicants about the available Value Added Services and ensure delivery of Value Added Service options to applicants/ customers.
Full
8. Encourage applicants to provide feedback on services provided and their overall experience at the application centre.
Full
9. Ensure that the entire process is completed within the mandated
Turn Around Time
Full
10. Assist Deputy Manager/Operations Manager in execution of WB
Partial

Indicative KRA's/Budgetary and Revenue Responsibilities :

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

Objective Tracker.
3. Timely & Accurate Data entry - Targets met as prescribed in Team Objective Tracker.
4. Late reporting /unauthorized absenteeism
5. Adherence to TAT - Targets met as prescribed in Team Objective Tracker.
6. Completion of WB Projects Completion
7. Attending training programmes. Ensure all trainings scheduled by HR are attended
8. Training: Internal Process Certifications (OCL's) - Scores well on all OCL's completed for self
9. Error Monitoring - To reduce the number of errors on a daily basis, maintains Error Log, as applicable.
10. Updates Productivity & VAS Conversion Grid - to track performance on a daily basis.
11. VOC - Targets met as prescribed in Team Objective Tracker.
Ensures adequate Surveys are completed ( minimum 5% of application counts) & Target
VOC Target achieved, as per Team Objective Tracker

Key Interactions within and outside the company :

1. Travel Agents / Applicants
2. Vendors
3. Logistics Company
4. Auditors

Internal

1. Operations Managers
2. IT Department
3. HR Department
4. Internal employees/support functions

Qualification & Experience (Education, Experience, specific knowledge, skills, understanding, attitude)Education: Minimum: Pursuing Graduation ( Minimum 12 years of Formal Education)

Additional: Graduate or global equivalent
Experience: 0 - 12 months of experience preferably in Travel and Tourism or Service
industry

Knowledge & Key Skills:

• Basic Knowledge of Computer skills

• Proficiency in MS office & good typing speed

• Adaptability and presence of mind to handle customer queries and complaints

• Abity to Innovate and enhance procedures and methods to increase productivity & cost effectiveness

Competencies/Personal Attributes :Organizational Competencies

1. Entrepreneurship
2. Quality & Service Orientation
3. Teamwork & Collaboration
4. Diversity Sensitivity
5. Personal & Professional Development
6. Delivering Results
7. Communication
8. Networking
9. Leadership

Functional Competencies

1. Good Communication skills in English [Verbal & Written]
2. Customer Orientation
3. People Management
4. Problem solving & Multitasking skills
5. Self-Motivated and Self Directed
6. Time Management

Additional Requirements Fluency in Local Language - Ability to read write and speak fluently.

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Informations supplementaires :

• Besoin : 10 employés

• Type de contrat : CDD de 06 Mois

• Lieu de travail : Oued Smar , Alger