Job Description

Officer

Position Title: Officer - Operations

JD - VFS Global - Operations - Officer

Organization VFS Global Services Pvt. Ltd.

Designation Officer Role Officer - Operations

Function/Department Operations Level P5

Reporting to Deputy Manager -
Sub-Unit Operations

(position) Operations

Geographical location of the
•Varies depending on given region•

role

Head - Final
Approved by (HOD) Head - Human Resources

Operations Approval

Purpose of the role

•To facilitate the VISA application process & handle front office & back office operations conducted•

•at the respective Visa Application Centres (VACs)•

Profile - Roles and Responsibilities

Responsibility

Areas of Responsibility & brief description Level

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% Full accuracy

4. Record & maintain all application data. Ensure accurate & timely data Full entry into the system with zero errors.

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

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

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

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

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

Around Time

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

11. Ensure judicious use of natural resources Full

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

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 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
• 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

Behavioural Competencies Functional Competencies

1. Entrepreneurship
1. Operation Management

2. Quality & Service Orientation
2. Project Management

3. Teamwork & Collaboration
3. B2C Sales

4. Diversity Sensitivity
4. Client (mission) Management

5. Personal & Professional Development

6. Delivering Results
7. Communication

8. Networking

9. 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) • .

Job Types: Full-time, Fresher

Pay: ?15,000.00 - ?19,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Provident Fund

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Overtime pay
• Yearly bonus

Work Location: In person