Officer – Operations (Italian Speaking) at Africa Management Solutions Limited (AMSOL)

Purpose of the role:

To facilitate the VISA application process & handle front office, back office operations and basic technical IT support 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
• Basic technical IT support

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.
• Training: Internal Process Certifications (OCL’s) – Scores well on all OCL’s completed for self.
• Error Monitoring – To reduce the number of errors on a daily basis, maintains Error Log, as applicable.
• Updates Productivity & VAS Conversion Grid – to track performance on a daily basis.
• VOC – Targets met as prescribed in Team Objective Tracker.
• Ensures adequate Surveys are completed ( minimum 5% of application counts) & Target.
• VOC Target achieved, as per Team Objective Tracker.

Qualification & Experience (Education, Experience, specific knowledge, skills, understanding, attitude)

• Education: Graduate or global equivalent (Computer Science background)
• Experience: 0 – 12 months of experience preferably in Travel and Tourism or IT 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 Attributes:

Organizational Competencies Functional Competencies

• Entrepreneurship
• Good Communication skills in English [Verbal & Written]
• Quality & Service Orientation
• Customer Orientation
• Teamwork & Collaboration
• People Management
• Diversity Sensitivity
• Problem solving & Multitasking skills
• Personal & Professional Development
• Self-Motivated and Self Directed
• Delivering Results
• Time Management
• Communication
• Networking
• Leadership

Additional Requirements:

• Fluency in Local Language – Ability to read write and speak fluently & English, knowledge of an additional international language would be very helpful (region specific language can be looked at).