Edomias International Plc. is Ethiopia's Premier Human Resource solutions provider, 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.

• To manage end-to-end operations of the VAC while ensuring quality and cost saving, ensure compliance with the set processes, and manage people to bring the best efficiency out of them.

• To ensure implementation of new process rollouts or changes.

Duties and Responsibilities

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

2. Document scrutiny & verification for visa processing

3. Handling cash & bank related transactions if assigned 

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

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

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

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

8. Ensure regular Error Monitoring: -to monitor track and reduce the number of errors every month, within acceptable limits.

9. Maintain & improve the 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 the achievement of parameters enlisted in the Tam Objective Tracker.

10. 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 SOPs/processes, required to be complied with, from an organizational & ISO perspective.

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

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

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

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

15. Ensure personal & professional development for self and team by conducting training on a regular basis (product & process)

16. Assist staff when needed and handle applicant/customer escalations.

17. Liaise with various support functions to handle team-related queries

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

19. Manage VAC productivity and VAC security (Physical & data) 

20. Mentor the team regularly, thereby ensuring a successor is created for the position of Manager/Unit Manager in Succession planning

Salary:-  ETB 34,500.00

Qualification, Experience & knowledge requirement

• Education: Degree/ MA in Tourism, Marketing, or any Social Science field

• Experience: 5-6 years of experience preferably in Travel and Tourism or the 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 skills

Language: - Fluency in English and knowledge of an additional international language would be very helpful.

How to Apply

Those who are qualified can attach the application Letter CV & Credential documents via email: info@jobsinethiopia.net 

 Marking the Job Title “Deputy Manager-Operations” 

 For additional information you can call +251 115 57 39 87

 Efficient Professionals willing to take a giant stride along with the Group are invited to apply within 10 days of the advertisement. 

 Only short-listed candidates will be contacted.