Job Responsibilities:
1. Manage all day-to-day activities (administrative and functional) conducted at the Visa Application Centre (VAC) which involves:
* Document scrutiny & verification for visa processing
* Maintaining & recording all application data in a timely and accurate manner
* Handling cash & bank related transactions if assigned
* Ensuring Overall Security of the VAC (Physical & Data)
* Ensuring all administration & logistics of passport delivery to consulate / applicant /logistics company etc.
2. Conduct regular Audits for all processes & implement all new process rollouts or changes
3. Maintain & improve level of customer & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness
4. Maintain adherence to the Service Level Agreement for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation
5. Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective
6. Ensure delivery of Value Added Services options and achievement of the VAS targets for the VAC
7. Liaise with various support functions to handle team related queries
8. Manage VAC productivity and VAC security (physical & data)
9. Mentor the team on a regular basis, thereby ensuring a successor is created for the position – assist Manager / City Manager in succession planning
Minimum Requirements:
1. Mastery of English and Cantonese, Good at Mandarin
2. Graduate or Global Equivalent degree
3. 3 to 5 years of experience in a Customer Service Industry preferably Hospitality Background / Call Centre Background
4. Experience in handling a team of people or process
5. Familiar with Microsoft Software (excel, words, outlook)