Job Summary
- The Deputy Manager Operations will oversee the end-to-end operations of the Visa Application Centre (VAC), ensuring quality, cost savings, compliance, and optimal staff performance. Additionally, the role entails implementing new process rollouts and changes to enhance operational efficiency.
Key Responsibilities
Administrative and Operational Management
- Oversee all daily administrative and operational functions of the Visa Application Center (VAC), including document verification, cash handling, data recording, and passport delivery.
- Ensure compliance with Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs), while adhering to VFS Global principles, policies, and procedures.
- Monitor and track internal errors to minimize penalties and implement corrective measures to ensure accuracy in visa applications.
Quality Assurance and Process Improvement
- Conduct regular audits and initiate process changes to enhance operational efficiency.
- Perform quality checks to identify and rectify incorrect or incomplete information, ensuring the integrity of all visa applications.
- Develop innovative strategies to boost productivity and cost-effectiveness, ultimately enhancing customer satisfaction.
Customer Support
- Effectively address applicant and customer escalations, providing support to staff and collaborating with support functions to resolve queries.
- Manage the delivery of Value-Added Services (VAS) and strive to meet VAS targets, while ensuring the VAC maintains high standards of productivity, security (both physical and data), and succession planning.
Environment, Social & Governance
- Promote judicious use of natural resources.
- Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines
Education: Graduate or global equivalent Degree
Experience - Minimum 2- 5 years' experience in Customer Services preferably in the Service or Hospitality industry.
Skills:
- Exceptional attention to detail and accuracy in data entry.
- Strong verbal communication skills in Japanese is desired for this position.
- Excellent customer service skills with a patient and empathetic approach.
- Strong organizational and time management abilities.
- Proficient in using computers and standard office software.
