The purpose of this role is to facilitate the VISA application process and manage both front office and back office operations conducted at the respective Visa Application Centres (VACs).
Areas of Responsibility & Duties
Operational Duties
- Document scrutiny and collection of applications for visa processing.
- Handle customer/applicant queries personally, via email, or telephone.
- Handle cash and bank related transactions, ensuring 100% accuracy (if assigned).
- Record and maintain all application data, ensuring accurate and timely data entry into the system with zero errors.
- Ensure all administration and logistics related to passport delivery to the consulate, applicant, or logistic company are handled efficiently.
- Maintain strict compliance with the standard operating procedures (SOPs) and manuals without deviation in process.
- Inform applicants about available Value Added Services (VAS) and ensure effective delivery of VAS options.
- Encourage applicants to provide feedback on services provided and their overall experience at the application centre.
- Ensure that the entire process is completed within the mandated Turn Around Time (TAT).
- Assist the Deputy Manager/Operations Manager in the execution of WB Projects (Partial responsibility).
Compliance and Resource Management
- Ensure judicious use of natural resources.
- Adhere strictly to the environment, health, and safety policy/objectives and guidelines of the organization.
Key Result Areas (KRAs)
Indicative KRA's and performance metrics, tracked as prescribed in the Team Objective Tracker, include:
- Productivity - Targets met.
- Customer satisfaction (Applicants) / Complaints - Targets met.
- Timely & Accurate Data entry - Targets met.
- Adherence to TAT - Targets met.
- Completion of WB Projects.
- Attending all training programmes scheduled by HR.
- Monitoring late reporting / unauthorized absenteeism.
Qualification & Experience (Education, Experience, Specific Knowledge, Skills, Attitude)
Education
- Minimum: Pursuing Graduation (Minimum 12 years of Formal Education).
- Additional: Graduate or global equivalent is highly desirable.
Experience
- 0 – 12 months of experience, preferably in the 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.
- Knowledge of local language.
- Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness.
