IOM Canada Visa Application Centre Client Service Assistant Jobs in Uganda

IOM Canada Visa Application Centre Client Service Assistant Jobs in Uganda

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners.

IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy.

For the purpose of the vacancy, internal candidates are considered as first-tier candidates

Context:

Under the general oversight of the Immigration & Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ and reporting directly to the VAC Team Leader programmatically and directly to the Chief of Mission administratively, the Incumbent will provide administrative support for the Canadian Visa Application Centre (CANVAC) operated by IOM.

Core Functions / Responsibilities:

  • Provide client service excellence to applicants at all times, in full compliance with the CIC Statement of Work (SOW) and the CIC Service Standards.
  • Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements;
  • Assist with telephone, fax, e-mail, chat and SMS inquiries from clients (including requirements for submitting visa applications and the location of client’s passport), providing timely and accurate information to clients; marketing and providing assistance to clients with Value Added Services including but not limited to Self-Service and Assisted Data Entry services.
  • Informing clients of any changes to visa requirements or submission procedures.
  • Assist in the collection and forwarding of complete applications as per CIC checklists, including biometrics collection: provide guidance to clients on the proper completion of application forms, while reviewing and collecting same applications along with any supporting / additional documents, as required; record, dispatch and follow up on applications and passports; arrange appointments for visa applicants who require interview, as required.
  • Responsible for Data Capture. Assist in maintaining a high degree of skill in using the CANVAC software platform provided; enter all applicant data, enroll biometrics as required, submit application documents in the required order, while forwarding all applicant, passport and appointment information to CIC; ensure accurate tracking of both applications and supporting documents via the CANVAC software’s bar code scanning system.
  • Responsible for the returning of passports, supporting documentation and visa decisions. Assist in collecting processed applications; returning processed applications, passports and supporting documentation.
  • Provide support in reporting. Assist in maintaining accurate and detailed records of all applications and fees received, and biometrics enrolled and report these records daily.
  • Maintain a professional appearance and migrant friendly demeanour at all times.
  • Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and CIC staff locally.
  • Immediately inform management of any problems or issues related to her/his daily
    work and regularly make suggestions on how to improve efficiency and client service.
  • Comply with the IOM Policy for a Respectful Working Environment”, “IOM Confidentiality Agreement”, “IOM Data Protection Manual”, IOM Standards of Conduct”, and the “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”.
  • Perform other duties as may be assigned by the Chief, VAC team Leader and the VAC Regional Team Leaders.

    Required Qualifications and Experience

    Education

  • University degree in Business Management, Client Services, Social Science or in any related field from an accredited academic institution with two years of relevant professional experience; or
  • Completed High School degree from an accredited academic institution, with four years of relevant professional experience.

    Experience

  • Relevant professional experience in a similar setting & capacity preferred;
  • Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities;
  • Experience in applying MS Office;

    Languages

  • Fluency in English and local language required.

    Required Competencies

    Values

  • Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
  • Integrity and transparency: maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
  • Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

    Core Competencies
  • Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
  • Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
  • Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.
  • Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
  • Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

    How to Apply:
  • In order for an application to be considered valid, IOM will only accept applications which should include a cover letter (not more than one page) and résumé highlighting the required education and experience.
  • Interested applicants may send their applications to hruganda@iom.int no later than 25th April 2019.
  • Reference Number and Position Title (VN/UG/023/2019-CANVAC Client Service Assistant) should be specified in the SUBJECT field.
  • Applications from qualified female candidates are especially encouraged.
  • Only short-listed candidates will be invited for an interview.
  • For more information and job application details, see; IOM Canada Visa Application Centre Client Service Assistant Jobs in Uganda

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