Manager – Operations

Purpose of the role
To manage the Visa Application Unit with overall responsibility of the units efficiency & productivity whilst ensuring compliance to all processes as per Service Level Agreements

Profile – Roles and Responsibilities
Areas of Responsibility & brief description

1. Undertake overall responsibility of the business unit.
2. Direct responsibility for the Unit’s profitability and achieve targets
(EBIT) set by the Zone/Region.
3. Develop and maintain business relationships with all Consulate
officials.
4. Ensure compliance to all existing processes and meet the defined
Service Level Agreement’s Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
5. Manage unit and staff efficiency & productivity Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
6. Responsible for implementation of process enhancements to
improve quality & efficiency of the Unit Facilitates & encourages team to share “Spark Ideas”, and, encourages sharing of Best Practices.
7. Lead new process roll outs in the respective Visa Application Centre(s).
8. Control & maintain Unit’s expense budgets and allocated resources.
9. Ensure conduct of Product & Process Training to all staff on a
regular basis through coaching and development Ensure that all staff attend trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff.
10. Manage Security (Physical & Data) at the Application Centre and to
ensure effective controls are in place to pre-empt any physical / data security breach incidents Adherence to Corporate Security Policy.
11. Ensure on going Value Added services are enhanced & maintained
thereby achieving the monthly/annual targets Ensure updating of Productivity & VAS Conversion Grid – to track performance on a weekly/monthly/basis – data available for H1 & H2 appraisal.
12. Work closely with the Value Added Services team in order to create
new channels of Revenue.
13. Mentor the team on a regular basis, thereby ensuring a successor is
created for the position.
14. Act as a counsellor at various occasions between Deputy Manager &
the officers.
15. Liaison with support functions (Administration, HR, Finance etc.)
16. Manpower forecasting specially to meet peak season hiring
requirements
17. VAC manager should also foresee the health and safety of the
employees in terms of seasonal work pressure and overtime.

Indicative KRA’s/Budgetary and Revenue Responsibilities
1. Productivity
2. Customer satisfaction (Applicants) -Nil Complaint
3. Timely & Accurate Data entry
4. Late reporting /unauthorized absenteeism
5. Attending to 1 training programme
6. EBIT and GOP Targets
7. Meeting Client SLA’s. 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. Meeting Value Added Services revenue targets
– Targets to be shared with the staff & progress reviewed at defined frequency, (recommended weekly)
9. Incentives to be disbursed to the staff, as per achievement, on a monthly basis.
10. SOP Adherence by self and staff
– WIM to be updated for all processes, all changed incorporated; post sign-off, from Head-Ops.
11. Attrition of reporting staff (to be less than 5% – Annualised, or, in line with HR Team’s recommendations).
12. Training man days of staff.
– Adherence to Annual Training Calendar (– Trainings scheduled by HR).
13. Satisfaction Index /Score from Applicants (VOC).
– ensures adequate Surveys are completed ( minimum 5% of application. counts) & Target VOC Target achieved, as per Team Objective Tracker.
14. Satisfaction Index/Score from Diplomatic Mission (VOM).
15. Employee Satisfaction Survey Scores.
16. Code of Conduct Adherence by self and staff.
17. Ensures that the Teams are aligned & contribute towards achievement of parameters
enlisted in the Team Objective Tracker
18. Turn Around Time – TAT Targets met as prescribed in Team Objective Tracker.
19. Error Monitoring – To monitor track and reduce the number of errors every month, within acceptable limits
20. Complaint Tracking –process in place to ensure complaints are monitored, repeats identified, RCA & Action Plan implemented to prevent recurrence
– Percentage of Complaints are within prescribed limits (< 0.05% of Application Volumes) .
21. Ensures 100% complaints are responded within 48 hours of receipt.
22. Internal Process Assessments (OCL’s) completed – for Team (for 100% staff twice a month – 1 announced & 1 unannounced)
23. Conformance to ISO Audit Requirements – Internal Calibration (RCA in place – Implementation Evident)
24. Timely Completion – Reporting (Weekly/Fortnightly/Monthly/Quarterly, or as per desired frequency)
25. Financial Audits/ Compliance Certificate to be completed every month, for all SBU’s, and sign-off recorded & sent to Zonal Finance
26. Staff Reward & Recognition Culture to be encouraged – Staff of the month, employee of the Quarter, et al.
27. Mystery audit scores – Satisfactory scores on all aspects.
28. Immediate reporting of Incidents to Immediate Reporting Manager & Head of Operations – Zone/Country/Region
29. Detailed Investigative report to be shared with all stakeholders, including Immediate Reporting Manager & Head of Operations – Zone/Country/Region, Security, any other; within 24 hours of the incident.
30. Completion of RCA & Action Plan to prevent recurrence of any Incidents, averse to VFS Global’s business interests.
31. Maintains & updates the VFS Global website hosted for the mission – reviews the website periodically, to ensure accuracy of information updated & all relevant updates / changes to the Process – Updated on the Website, on an on-going basis.
32. Completion of WB Projects Completion
· To ensure that the team works on execution of WB Project, to achieve Continuous Improvement, for the Operations Teams handled

Key Interactions within and outside of VFS Global
External Internal
1. Travel Agents / Applicants 1. Departments within VFS Global
2. Users – Applicants and Agents 2. Unit Manager & Operations Manager – of
all Missions across the single/multiple
cities
3. Client – Diplomatic Missions 3. Co – ordination with Functional/Regional
Departments
4. Vendors – Courier Service providers,
security service providers, vendors of
VAS
4. Co-ordination with Corporate Office
5. Head of Operations

Qualification & Experience (Education, Experience, specific knowledge, skills, understanding, attitude)
Education: Minimum: Bachelors Degree in Administration, Human Resource, Business Management or any related field
Additional: Post – Graduate Degree will be an added advantage.
Experience: 5 – 9 years of experience preferably in Travel and Tourism or Service industry Experience in handling teams and managing processes

Knowledge & Key Skills:
· Proficiency in MS office & good typing speed
· Adaptability and presence of mind to handle customer queries and
complaints
· Ability to Innovate and enhance procedures and methods to
increase productivity & cost effectiveness
· Good team player

Competencies/Personal Attributes
Organizational Competencies 
1. Entrepreneurship

2. Quality & Service Orientation

3. Teamwork & Collaboration

4. Diversity Sensitivity

5. Personal & Professional Development

6. Delivering Results

7. Communication

8. Networking.

9. Leadership.

Functional Competencies

1.Good Communication skills in English [Verbal & Written].

2. Customer Orientation.

3. Problem solving & Multitasking skills.

4. Interpersonal Skills.

5. Self-Motivated and Self Directed.

6. Conflict management skills.

7. Time Management.

8. Achievement orientation.

9. Process orientation.

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).
– Experience in dealing with Customers (Dealing with Diplomatic Missions / Foreign Nationals would be an added advantage)

Qualified and interested applicants who meet the specifications are requested to send their CVs to [email protected] by 29th September 2023. Indicate the position applied for in the subject  line. Applications will be reviewed on a rolling basis and only shortlisted candidates will be contacted.

Monthly Salary UGX 4,089,216