Job Description

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*



Mandatory Requirement : French Speaking

Areas of Responsibility & brief description

1.Manage all day to day activities (administrative and functional) conducted at the Visa Application Centre 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 Team Objective Tracker


6. Maintain adherence to the Service Level Agreements 's for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation.


7. Ensure that the Teams are mentored & work towards adherence of all SOP's/ processes, required to be complied with, from an Organizational & ISO perspective.


8.Ensure no penalties are incurred and monitor , track and maintain internal errors


9.Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker


10.Ensure personal & professional development for self and team by conducting trainings on regular basis (product & process)


11.Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL's), for all staff.


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


17.Ensure judicious use of natural resources


18.Adhere to the environment health and safety policy/objectives and guidelines of the organization