Edomias International Plc.is the Premier Human Resource solutions provider in Ethiopia serving clients for more than 15 years.

We invite qualified applicants for the position of Operations Officer at one of our clients VFS Global Services Pvt. Ltd.

Purpose of the role

• 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.

The Officer-Operations is Responsible for:-

• Document scrutiny and collection of application for visa processing
• Handel customer/applicant queries personally or via email, 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 to the standard operating procedures, manuals etc. without deviation in process
• Inform the applicants about the available added services and ensure delivery of value Added service options to applicants/customers.
• Encourage applicant to provide feedback on service provided and their overall experience overall experience at applicant center.
• Ensure that the entire process is completed within the mandate turn  around time
• Assist deputy manager/operation manager  in execution of WB project
• Ensure judicious use of natural resources
• Adhere to the environment health and safety policy /objective and guidelines of the organization

• 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 programmes. 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 on a daily basis, maintains Error Log, as applicable.
• Updates Productivity & VAS Conversion Grid – to track performance on a daily basis.
• 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

  Education:

• BA Degree in any Business Field
• Additional: Graduate or global equivalent

Experience:

• one year 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\
• Knowledge of local language
• Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness

Competencies/Personal Attributes

Behavioral  Competencies                            Functional Competencies

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   

Please refer to the competency dictionary on VFS Champions Portal to know about the applicable proficiency scale against each of the above competencies

Additional Requirements

Fluency 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) .