Purpose of the role

• To facilitate the VISA application process & handle front office & back office operations conducted at the respective Visa Application Centres (VACs)

Areas of Responsibility & brief description

• Responsibility
• Level
• Document scrutiny and collection of applications for visa processing
• Handle customer/applicant queries personally or via email, telephone.
• Handle cash and bank related transactions if assigned and ensure 100% accuracy
• Record & maintain all application data. Ensure accurate & timely data entry into the system with zero errors.
• Ensure all administration and logistics of passport delivery to consulate/ applicant / logistic company etc.
• Maintain compliance to the standard operating procedures, manuals etc. without deviation in process
• Inform the applicants about the available Value Added Services and ensure delivery of Value Added Service options to applicants/ customers.
• Encourage applicants to provide feedback on services provided and their overall experience at the application centre.
• Ensure that the entire process is completed within the mandated Turn Around Time
• Assist Deputy Manager/Operations Manager in execution of WB Project Partial
• Ensure judicious use of natural resources
• Adhere to the environment health and safety policy/objectives 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 programmes. Ensure all trainings scheduled by HR are attended

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