Officer – Operations (Italian Speaking)

  • Kenya

Designation: Officer

Role: Officer – Operations

Function/Department: Operations

Level: P5

Sub-Unit: Operations

Reporting to (position): Deputy Manager –Operations

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) 

Mandatory Requirement: Must be  Italian Speaking

Profile – Roles and Responsibilities:

Areas of Responsibility & brief description Responsibility Level

  1. Document scrutiny and collection of applications for visa Processing
  2. Handle customer/applicant queries personally or via email, telephone.
  3. Handle cash and bank related transactions if assigned and ensure 100% accuracy
  4. Record & maintain all application data. Ensure accurate & timely data entry into the system with zero
  5. Ensure all administration and logistics of passport delivery to consulate/ applicant / logistic company
  6. Maintain compliance to the standard operating procedures, manuals etc. without deviation in process
  7. Inform the applicants about the available Value Added Services and ensure delivery of Value Added Service options to applicants/ customers.
  8. Encourage applicants to provide feedback on services provided and their overall experience at the application
  9. Ensure that the entire process is completed within the mandated Turn Around Time
  10. Assist Deputy Manager/Operations Manager in execution of WB Project
  11. Basic technical IT support

Indicative KRA’s/Budgetary and Revenue Responsibilities:

  1. Productivity – Targets met as prescribed in Team Objective
  2. Customer satisfaction (Applicants) – Complaints – Targets met as prescribed in Team Objective Tracker.
  3. Timely & Accurate Data entry – Targets met as prescribed in Team Objective
  4. Late reporting /unauthorized absenteeism
  5. Adherence to TAT – Targets met as prescribed in Team Objective
  6. Completion of WB Projects Completion
  7. Attending training programmes. Ensure all trainings scheduled by HR are attended
  8. Training: Internal Process Certifications (OCL’s) – Scores well on all OCL’s completed for self
  9. Error Monitoring – To reduce the number of errors on a daily basis, maintains Error Log, as applicable
  10. Updates Productivity & VAS Conversion Grid – to track performance on a daily basis
  11. VOC – Targets met as prescribed in Team Objective
  12. Ensures adequate Surveys are completed ( minimum 5% of application counts) & Target
  13. 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: 

Organizational Competencies Functional Competencies 

  1. Entrepreneurship Good Communication skills in English [Verbal & Written]
  2. Quality & Service Orientation Customer Orientation
  3. Teamwork & Collaboration 3. People Management
  4. Diversity Sensitivity
  5. Problem solving & Multitasking skills
  6. Personal & Professional Development 5. Self-Motivated and Self Directed
  7. Delivering Results 6. Time Management
  8. Communication
  9. Networking
  10. Leadership

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).

How To Apply:

Qualified and interested applicants to send their application and detailed CV, indicating current and expected remuneration to, explicitly indicating the position in the email subject line.

Only short-listed candidates will be contacted.