Mobile Submission Officer - job 1 of 2

Officer

Position Title: Officer – Operations

Job Description

JD – VFS Global – Operations – Officer

Organization

VFS Global Services Pvt. Ltd.

Designation

Officer

Role

Officer – Operations

Function/Department

Operations

Level

P5

Sub-Unit

Operations

Reporting to (position)

Deputy Manager – Operations, Or and any other person within the organization instructed to report.

Geographical location of the role

Varies depending on given region

Approved by (HOD)

Head – Operations

Final Approval

Head – Human Resources

Purpose of the role

To facilitate the VISA application process , do data entry & handle operations conducted at the respective locations where the applications are required to be accepted across USA and international . Both on-site and Off-site location/s.

Profile – Roles and Responsibilities

Areas of Responsibility & brief description

Responsibility Level

1.Document scrutiny and collection of applications for visa processing

2.Handle customer/applicant queries personally or via email, telephone.

3.Handle cash and bank related transactions if assigned and ensure 100% accuracy

4.Record & maintain all application data. Ensure accurate & timely data entry into the system with zero errors. As per requirements of the clients.

5.Ensure all administration and logistics of passport delivery to consulate/ applicant / logistic company etc.

6.Maintain compliance to the standard operating procedures, manuals etc. without deviation in process.

7. Inform the applicants about the available Value Added Services and ensure delivery of Value Added Service options to applicants/ customers.

8. Encourage applicants to provide feedback on services provided and their overall experience at the application centre.

9.Ensure that the entire process is completed within the mandated Turn Around Time

10.Assist Deputy Manager/Operations Manager in execution of WB Project

11.Ensure judicious use of natural resources

12. Adhere to the environment health and safety policy/objectives and guidelines of the organization

Full

Indicative KRA’s/Budgetary and Revenue Responsibilities

• Should be willing to travel extensively.
• Should be available to work on weekends.
• 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.
• Immediately inform reporting manager about anything and everything which is out of standard operating procedures.

Ensures adequate Surveys are completed ( minimum 5% of application counts) & Target VOC Target achieved, as per Team Objective Tracker

Key Interactions within and outside of VFS Global

External

Internal

1. Travel Agents / Applicants

1. Operations Managers

2. Vendors

2. IT Department

3. Logistics Company

3. HR Department

4. Auditors

4. Internal VFS Global 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. 40 WPH
• 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

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