Job Title: Operations Officer

Edomias International Plc is the Premier Human Resource solutions provider in Ethiopia serving clients for more than 18 years. 

We invite qualified applicants for the position of Operations Officer 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 -Operations Officer is Responsible for: - 

1. Document scrutiny and collection of application for visa processing 
2. Handel customer/applicant queries personally or via email, telephone 
3. Handel 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 
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 added services and ensure delivery of value Added service options to applicants/customers.
8. Encourage applicant to provide feedback on service provided and their overall experience overall experience at applicant center.
9. Ensure that the entire process is completed within the mandate turnaround time
10. Assist deputy manager/operation manager in execution of WB project
11. Ensure judicious use of natural resources 
12. Adhere to the environment health and safety policy /objective and guidelines of the organization      

Indicative KRA’s/Budgetary and Revenue Responsibilities

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

Knowledge & Key Skills: 

• Worked as  Customer Service Representative
• Basic Knowledge of Computer skills, 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