Purpose of the role
To manage the Visa Application Unit with overall responsibility of the units efficiency & productivity whilst ensuring compliance to all processes as per Service Level Agreements
Profile – Roles and Responsibilities
Areas of Responsibility & brief description
- Undertake overall responsibility of the business unit.
- Direct responsibility for the Unit’s profitability and achieve targets (EBIT) set by the Zone/Region.
- Develop and maintain business relationships with all Consulate officials.
- Ensure compliance to all existing processes and meet the defined
- Service Level Agreement’s Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
- Manage unit and staff efficiency & productivity Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
- Responsible for implementation of process enhancements to improve quality & efficiency of the Unit Facilitates & encourages team to share “Spark Ideas”, and, encourages sharing of Best Practices.
- Lead new process roll outs in the respective Visa Application Centre(s).
- Control & maintain Unit’s expense budgets and allocated resources.
- Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development Ensure that all staff attend trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff.
- Manage Security (Physical & Data) at the Application Centre and to ensure effective controls are in place to pre-empt any physical / data security breach incidents Adherence to Corporate Security Policy.
- Ensure on going Value Added services are enhanced & maintained thereby achieving the monthly/annual targets Ensure updating of Productivity & VAS Conversion Grid – to track performance on a weekly/monthly/basis – data available for H1 & H2 appraisal.
- Work closely with the Value Added Services team in order to create new channels of Revenue.
- Mentor the team on a regular basis, thereby ensuring a successor is created for the position.
- Act as a counsellor at various occasions between Deputy Manager & the officers.
- Liaison with support functions (Administration, HR, Finance etc.)
- Manpower forecasting specially to meet peak season hiring requirements
- VAC manager should also foresee the health and safety of the employees in terms of seasonal work pressure and overtime.
Indicative KRA’s/Budgetary and Revenue Responsibilities
- Productivity
- Customer satisfaction (Applicants) -Nil Complaint
- Timely & Accurate Data entry
- Late reporting /unauthorized absenteeism
- Attending to 1 training programme
- EBIT and GOP Targets
- Meeting Client SLA’s. Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
- Meeting Value Added Services revenue targets – Targets to be shared with the staff & progress reviewed at defined frequency, (recommended weekly)
- Incentives to be disbursed to the staff, as per achievement, on a monthly basis.
- SOP Adherence by self and staff – WIM to be updated for all processes, all changed incorporated; post sign-off, from Head-Ops.
- Attrition of reporting staff (to be less than 5% – Annualised, or, in line with HR Team’s recommendations).
- Training man days of staff.– Adherence to Annual Training Calendar (– Trainings scheduled by HR).
- Satisfaction Index /Score from Applicants (VOC) – ensures adequate Surveys are completed ( minimum 5% of application. counts) & Target VOC Target achieved, as per Team Objective Tracker.
- Satisfaction Index/Score from Diplomatic Mission (VOM).
- Employee Satisfaction Survey Scores.
- Code of Conduct Adherence by self and staff.
- Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
- Turn Around Time – TAT Targets met as prescribed in Team Objective Tracker.
- Error Monitoring – To monitor track and reduce the number of errors every month, within acceptable limits
- Complaint Tracking –process in place to ensure complaints are monitored, repeats identified, RCA & Action Plan implemented to prevent recurrence – Percentage of Complaints are within prescribed limits (< 0.05% of Application Volumes) .
- Ensures 100% complaints are responded within 48 hours of receipt.
- Internal Process Assessments (OCL’s) completed – for Team (for 100% staff twice a month – 1 announced & 1 unannounced)
- Conformance to ISO Audit Requirements – Internal Calibration (RCA in place – Implementation Evident)
- Timely Completion – Reporting (Weekly/Fortnightly/Monthly/Quarterly, or as per desired frequency)
- Financial Audits/ Compliance Certificate to be completed every month, for all SBU’s, and sign-off recorded & sent to Zonal Finance
- Staff Reward & Recognition Culture to be encouraged – Staff of the month, employee of the Quarter, et al.
- Mystery audit scores – Satisfactory scores on all aspects.
- Immediate reporting of Incidents to Immediate Reporting Manager & Head of Operations – Zone/Country/Region
- Detailed Investigative report to be shared with all stakeholders, including Immediate Reporting Manager & Head of Operations – Zone/Country/Region, Security, any other; within 24 hours of the incident.
- Completion of RCA & Action Plan to prevent recurrence of any Incidents, averse to VFS Global’s business interests.
- Maintains & updates the VFS Global website hosted for the mission – reviews the website periodically, to ensure accuracy of information updated & all relevant updates / changes to the Process – Updated on the Website, on an on-going basis.
- Completion of WB Projects Completion
- To ensure that the team works on execution of WB Project, to achieve Continuous Improvement, for the Operations Teams handled
Key Interactions within and outside of VFS Global
External Internal
- Travel Agents / Applicants 1. Departments within VFS Global
- Users – Applicants and Agents 2. Unit Manager & Operations Manager – of all Missions across the single/multiple cities
- Client – Diplomatic Missions 3. Co – ordination with Functional/Regional Departments
- Vendors – Courier Service providers, security service providers, vendors of VAS
- Co-ordination with Corporate Office
- Head of Operations
Qualification & Experience (Education, Experience, specific knowledge, skills, understanding, attitude)
Education: Minimum: Bachelors Degree in Administration, Human Resource, Business Management or any related field
- Additional: Post – Graduate Degree will be an added advantage.
- Experience: MUST have 5 – 9 years of experience preferably in Travel and Tourism or Service industry Experience in handling teams and managing processes.
Knowledge & Key Skills:
- Proficiency in MS office & good typing speed
- Adaptability and presence of mind to handle customer queries and complaints
- Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness
- Good team player
Competencies/Personal Attributes
Organizational Competencies
- Entrepreneurship
- Quality & Service Orientation
- Teamwork & Collaboration
- Diversity Sensitivity
- Personal & Professional Development
- Delivering Results
- Communication
- Networking.
- Leadership.
Functional Competencies
- Good Communication skills in English [Verbal & Written].
- Customer Orientation.
- Problem solving & Multitasking skills.
- Interpersonal Skills.
- Self-Motivated and Self Directed.
- Conflict management skills.
- Time Management.
- Achievement orientation.
- Process orientation.