What are the responsibilities and job description for the Deputy Manager position at Vfs Global?

Purpose of the role
To manage end to end operations of the VAC whilst ensuring quality and cost saving, ensure compliance to the set processes, and manage people to bring the best efficiency out of them To ensure implementation of new process roll outs or changes
Profile – Roles and Responsibilities
Areas of Responsibility & brief description
	Manage all day to day activities (administrative and functional) conducted at the Visa Application Centre which involves: Document scrutiny & verification for visa processing Handling cash & bank related transactions if assigned Maintaining & recording all application data in a timely and accurate manner Ensuring all administration & logistics of passport delivery to consulate / applicant /logistics company etc.
	Conduct regular Audits for all processes & implement all new process rollouts or changes
	Identify incorrect or incomplete information by regular quality checks thereby ensuring accuracy of the visa application
	Ensure regular Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits
	Maintain & improve level of customer & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness. Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker

	Maintain adherence to the Service Level Agreements ’s for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation. Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
	Ensure compliance with VFS Global defined principles, policies & procedures as applicable to the role
	Maintain high standards of ethics, integrity and compliance with corporate procedures
	Ensure that the entire process is completed within the mandated Turn Around Time - Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
	Ensure no penalties are incurred and monitor , track and maintain internal errors - Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
	Ensure personal & professional development for self and team by conducting trainings on regular basis (product & process) Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff.
	Provide assistance to staff when needed and handle applicant/customer escalations
	Liaise with various support functions to handle team related queries.
	Ensure delivery of Value Added Services options and achievement of the VAS targets for the VAC
	Manage VAC productivity and VAC security (Physical & data)
	Mentor the team on a regular basis, thereby ensuring a successor is created for the position – assist Manager/Unit Manager in Succession planning
	Ensure judicious use of natural resources
	Adhere to the environment health and safety policy/objectives and guidelines of the organization

Indicative KRA’s/Budgetary and Revenue Responsibilities
Productivity: Targets met as prescribed in Team Objective Tracker.
VAS Target: Ensures updating of Productivity & VAS Conversion Grid – to track performance on a weekly/monthly/basis – data available for H1 & H2 appraisal Targets to be shared with the staff & progress reviewed at defined frequency, (recommended weekly), and Incentives to be disbursed to the staff, as per achievement, on a monthly basis.
Customer satisfaction (Applicants) Effective Complaint Resolution 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) Ensures 100% complaints are responded within 48 hours of receipt.
Data entry errors - Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits
Late reporting /unauthorized absenteeism – Team Management
Attending training programmes– Adherence to Annual Training Calendar (Trainings scheduled by HR) Ensures all trainings attended by self & team.
VOC / VOM – Targets met as prescribed in Team Objective Tracker.
Adherence to mandated TAT (Turnaround Time) – TAT Targets met as prescribed in Team Objective Tracker.
MOR Completed - Reported Timely - MOM Recorded & Closure Completed, for previous open points Assists Manager in compilation of reports accurately & on time.
Internal Process Assessments (OCL’s) completed - for all direct reportees (for 100% staff twice a month – 1 announced & 1 unannounced)
Conformance to ISO Audit Requirements - Internal Calibration (RCA in place - Implementation Evident)
Timely Completion - Reporting (Weekly/Fortnightly/Monthly/Quarterly, or as per desired frequency)
Assist reporting manager to complete Financial Audits/ Compliance Certificate to be completed every month, for all Units, and sign-off recorded & sent to Zonal Finance, as applicable.
Staff Reward & Recognition Culture to be encouraged – Staff of the month, employee of the Quarter, etc.
Zero Incidents for any Operations, related to Process Integrity, Loss of Passports, Staff Integrity
Immediate reporting of Incidents to Immediate Reporting Manager & Head of Operations – Zone/Country/Region
Assist reporting manager to compile a 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.
Completion of RCA & Action Plan to prevent recurrence of any Incidents, averse to VFS Global’s business interests.
Completion of WB Projects Completion - to ensure that the team works on execution of WB Project, to achieve Continuous Improvement

Key Interactions within and outside of VFS Global
External	Internal
Travel Agents / Applicants	Departments within VFS Global
Courier service	VAS Team
Vendors & Consultants	Regional Operations Team
	IT, HR & other support functions

Qualification & Experience (Education, Experience, specific knowledge, skills, understanding, attitude)
Education: Minimum: Graduate or global equivalent degree Additional: Post – Graduate or global equivalent
Experience: 2 – 5 years’ experience preferably in Travel and Tourism or Service industry
Knowledge & Key Skills: Proficiency in MS office & good typing speed Adaptability and presence of mind to handle customer queries and complaints In-depth knowledge and understanding of systems and processes Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness Team management skills

Competencies/Personal Attributes
Behavioural Competencies	Functional Competencies
Entrepreneurship	Operation Management
Quality & Service Orientation	Project Management
Teamwork & Collaboration	B2C Sales
Diversity Sensitivity	Client (mission) Management
Personal & Professional Development
Delivering Results
Communication
Networking
Leadership

Please refer to the competency dictionary on VFS Champions Portal to know about the applicable proficiency scale against each of the above competencies
Additional Requirements
Fluency in Local Language – Ability to read write and speak fluently, especially in Hindi & English, knowledge of an additional international language would be very helpful *(region specific language can be looked at)*.

EXPERIENCE/QUALIFICATIONS REQUIRED:

Excellent written & verbal communication skills with professional demeanor
Excellent command of English is required, additional languages a plus (but not required)
Minimum education: Bachelor’s degree
Good knowledge of Microsoft Office packages
A good attention to detail and high level of accuracy under tight timelines
A proactive ‘can-do’ attitude
Ability to begin work rotating shifts, if needed, between 7:00am – 7 :00pm
Flexible / ready and willing to additional hours, if needed
Possible travel opportunities within the US
Ability to lift up to 30 pounds.

Ó 2021 This is a controlled document. Unauthorized access, copying and replication are prohibited.

VFS Global is an equal opportunity employer. Our Code of Conduct protects the dignity and respects employees irrespective of their race, religion, colour, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status or special ability. At VFS Global, employment is exclusively based on an individual's professional skill, and voluntarily disclosing your gender is unrelated to the application process.

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