Deputy Manager-Operations (French Speaker)

Edomias International Plc.is the Premier Human Resource solutions provider in Ethiopia serving clients for nearly 20 years.

We invite qualified applicants for the position of Deputy Manager-Operations 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 Deputy Manager-Operations is Responsible for: –

1. Manage all day-to-day activities (Administrative and functional conducted at the Visa Application Center which involves:
   • Document scrutiny & verification for visa processing
   • Handling cash & bank related transactions if assigned
   • Maintaining & recording all application data in a timely and accurate manner
   • Ensuring all administration & logistics of passport delivery to consulate/applicant/logistics company etc.
2. Conduct regular Audits for all processes & implement all new process rollouts or changes
3. Identify incorrect or incomplete information by regular quality checks thereby ensuring accuracy of the visa application
4. Ensure regular Error Monitoring: -to monitor track and reduce the number of errors every month, within acceptable limits
5. Maintain & improve 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 achievement of parameters enlisted in the Tam Objective Tracker.
6. 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 SOP’s/processes, required to be complied with, from an organizational & ISO perspective.
7. Ensure compliance with VFS Global defines principles, policies & procedures as applicable to the role
8. Maintain high standards of ethics, integrity and compliance with corporate procedures
9. Ensure that the entire process is completed within the mandated Turn Around Time. Ensure that the Teams are aligned & contribute towards
10. Ensure no penalties are incurred and monitor, track and maintain internal errors.
11. Ensure personal & professional development for self and team by conducting trainings on regular basis (product & process)
12. Provide assistance to staff when needed and handle applicant/customer escalations
13. Liaise with various support functions to handle team related queries
14. Ensure delivery of Value-Added Services options and achievement of the VAS targets for the VAC
15. Manage VAC productivity and VAC security (Physical & data)
16. Mentor the team on a regular basis, thereby ensuring a successor is created for the position-assist Manager/Unit Manager in Succession planning

Salary: – attractive

Required: – 01 ( One )

Place of Work: – Addis Ababa

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

Education:- MA/BA/BSc/MSc Degree from Reputable Universities .

Experience: 2-4 years of experience in customer service or Hospitality industry.

Language Requirements

• Fluency in French Language
• Fluency in English and Knowledge of additional international language would be very helpful