Officer Operations Jobs in Kenya
Officer Operations Jobs in Kenya
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)
Roles and Responsibilities
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
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
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
Quality & Service Orientation
Teamwork & Collaboration
Personal & Professional Development
Good Communication skills in English Verbal & Written
Problem solving & Multitasking skills
Self-Motivated and Self Directed
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).
How to Apply:
Qualified and interested applicants to send their application and detailed CV, indicating current and expected remuneration to
email@example.com, explicitly indicating the position in the email subject line.
Only short-listed candidates will be contacted.
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