Job Description JD – VFS Global – Operations – Officer Organization VFS Global Services Pvt. Ltd. Designation Officer Role Officer – Operations Function/Department Operations
Level P5 Sub-Unit Operations
Reporting to (position) Deputy Manager – Operations Purpose of the role:
To facilitate the VISA application process & handle front office & back office operations conducted at the respective Visa Application Centres (VACs).
Profile – Roles and Responsibilities Areas of Responsibility & brief description Responsibility
Level 1. Document scrutiny and collection of applications for visa processing
Full 2. Handle customer/applicant queries personally or via email, telephone.
Full 3. Handle cash and bank related transactions if assigned and ensure 100% accuracy
Full 4. Record & maintain all application data.
Ensure accurate & timely data entry into the system with zero errors.
Full 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 Value Added Services and ensure delivery of Value Added Service options to applicants/ customers.
8. Encourage applicants to provide feedback on services provided and their overall experience at the application centre.
9. Ensure that the entire process is completed within the mandated Turn Around Time
10. Assist Deputy Manager/Operations Manager in execution of WB Project Partial
11. Ensure judicious use of natural resources
12. Adhere to the environment health and safety policy/objectives and guidelines of the organization
Key Interactions within and outside of VFS Global External Internal 1. Travel Agents / Applicants 1. Operations Managers 2. Vendors 2. IT Department 3. Logistics Company 3. HR Department 4. Auditors 4. Internal VFS Global employees/support functions
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 Competencies/Personal Attribute
