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 Deputy Manager-Operations 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 Deputy Manager-Operations is Responsible for:-

• Manage all day to day activities (Administrative and functional conducted at the Visa Application Center which involves:

• Document scrutiny & verification for visa processing

• Handling cash & bank related transactions if assigned

• Maintaining & recording all application data in a timely and accurate manner

• Ensuring all administration & logistics of passport delivery to consulate/applicant/logistics company etc.

• Conduct regular Audits for all processes & implement all new process rollouts or changes

• Identify incorrect or incomplete information by regular quality checks thereby ensuring accuracy of the visa application

• Ensure regular Error Monitoring:-to monitor track and reduce the number of errors every month, with in  acceptable limits

• Maintain & improve level of customer & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness.  Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Tam Objective Tracker.

• Maintain adherence to the Service Level Agreements for all processes and ensure adherence to Standard Operation Procedures, manuals etc. without any deviation.  Ensure that the Teams are mentored & work towards adherence of all SOP’s/processes, required to be complied with, from an organizational & ISO perspective.

• Ensure compliance with VFS Global defines principles, policies & procedures as applicable to the role

• Maintain high standards of ethics, integrity and compliance with corporate procedures

• Ensure that the entire process is completed within the mandated Turn Around Time.  Ensure that the Teams are aligned & contribute towards

• Ensure no penalties are incurred and monitor, track and maintain internal errors. 

• Ensure personal & professional development for self and team by conducting trainings on regular basis (product & process)

• Provide assistance to staff when needed and handle applicant/customer escalations

• Liaise with various support functions to handle team related queries

• Ensure delivery of Value Added Services options and achievement of the VAS targets for the VAC

• Manage VAC productivity and VAC security (Physical & data)

• Mentor the team on a regular basis, thereby ensuring a successor is created for the position-assist Manager/Unit Manager in Succession planning

Job Requirements

Education:  

• Degree/MBA in Tourism, Marketing or any Social Science  field

Experience:

• 5-8 years'  of experience preferably in Travel and Tourism or Service industry, has Customer handling service experience

Knowledge & Key Skills:-

• Proficiency in MS office & good typing speed

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

• In-depth knowledge and understanding of systems and processes

• Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness Team management skill    

Organizational Competencies                     Functional Competencies1. Entrepreneurship1. Good Communication skills in English [Verbal & Written]2. Quality & Service Orientation2. Customer Orientation3. Teamwork & Collaboration3. Good team player4. Diversity Sensitivity4. Problem solving & Multitasking skills5. Personal & Professional Development5. Interpersonal Skills6. Delivering Results6. Self-Motivated and Self-Directed7. Communication7. Conflict Management skills8. Networking8. Time Management9. Leadership9. Planning, Organizing, Motivating, Directing and Controlling

Fluency in Local Language

• Ability to read write and speak  English, knowledge of an additional international language would be very helpful (region specific language can be looked at)

How to Apply

Submit your CV along with your application letter via email: info@jobsinethiopia.net For further information contact Tel. +251115573987 / +251115530550

N.B: Use "Deputy Manager-Operations” as the subject line of your email!