Arabic Speaker - Operations Officer

Arabic Speaker - Operations Officer Employment Type:  Contract-based, renewable depending on performance and workload. Place of Work : - Addis Ababa Edomias International Plc.is the Premier Human Resource solutions provider in Ethiopia serving clients for more than 18 years.  We invite qualified applicants for the position of  Operations Officer

• Arabic and Somali Speaker at one of our clients VFS Global
• Ethiopia (the global leader in trusted technology services, empowering secure mobility for governments and citizens) Purpose of the role To manage end-to-end operations of the VFS whilst ensuring quality and cost saving, ensure compliance with the set processes, and manage people to bring the best efficiency out of them To ensure implementation of new processes, roll outs or changes. The Operations Officer is Responsible for: - Document scrutiny and collection of application for visa processing  Handel customer/applicant queries personally or via email, telephone  Handel cash and bank related transactions if assigned and ensure 100% accuracy Record & maintain all application data. Ensure accurate & timely data entry into the system without errors Ensure all administration and logistics of passport delivery to consulate/applicant/logistic Company etc. Maintain compliance with the standard operating procedures, manuals etc. without deviation in process Inform the applicants about the available added services and ensure delivery of value-Added service options to applicants/customers. Encourage applicants to provide feedback on service provided and their overall experience overall experience at applicant center. Ensure that the entire process is completed within the mandate turnaround time Assist Deputy Manager/operation manager in execution of WB project Ensure judicious use of natural resources  Adhere to the environmental health and safety policy /objective and guidelines of the organization                                                                                                                                                                                                                         Indicative KRA’s/Budgetary and Revenue Responsibilities 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 programs. Ensure all training scheduled by HR are attended  Training: Internal Process Certifications (OCL’s)
• Scores well on all OCL’s completed for self  Error Monitoring
• To reduce the number of errors daily, maintains Error Log, as applicable.  Updates Productivity & VAS Conversion Grid
• to track performance daily.  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  Knowledge & Key Skills:   Worked as Customer Service Representative Basic Knowledge of Computer skills, in MS office & good typing speed.  Adaptability and presence of mind to handle customer queries and complaints\  Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness