Finance & Accounting Officer

Job Overview

The Deputy Manager – Operations will manage the day-to-day operations of the Visa Application Centre, ensuring optimal efficiency, customer service, and productivity. Additionally, the role involves driving performance goals to align with organizational objectives and service standards.

Duties & Responsibilities

Operational Management and Compliance

• Oversee daily administrative tasks, including document processing, cash handling, and data recording.

• Ensure accurate and timely documentation, scrutiny, and verification for visa processing, and maintain thorough records of all application data.

• Handle cash and banking transactions, if assigned, while ensuring the overall security of both physical assets and data at the Visa Application Centre (VAC).

• Manage the logistics of passport delivery to consulates, applicants, or logistics companies, ensuring adherence to SLAs and SOPs.

• Ensure visa application accuracy, eliminating address errors and maintaining compliance with service standards and ethical guidelines.

• Continuously improve productivity, security, and process compliance by participating in regular self-development training and certifications.

Customer Relations and Business Development

• Handle escalations from staff and applicants, with a focus on improving customer satisfaction and enhancing productivity.

• Address customer inquiries, concerns, and feedback in a timely manner.

• Enhance the overall customer experience by offering best-in-class service and leveraging language proficiency for clear communication with both internal and external stakeholders.

• Maintain a high level of customer service, offering Value-Added Services (VAS) to meet and exceed revenue targets while ensuring customer satisfaction.

• Strengthen relationships with stakeholders to facilitate smooth communication and promote business growth.

Security and Compliance Management

• Oversee security at the Visa Application Centres, ensuring adherence to Corporate Security Policies, environmental guidelines, and ISO standards.

• Ensure strict compliance with all operational processes, SLAs, and SOPs, while maintaining high productivity and aligning with industry standards.

Environment, Social & Governance

• Promote judicious use of natural resources.

• Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines

Anti Bribery Management Systems (ABMS)

• Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.

a. Understanding of ethical standards and the importance of integrity in business practices.

Education

• Graduate degree or global equivalent degree.

Experience

• 0–3 years of experience in the travel, tourism, or service industry with a strong customer service background (fresh graduates will be considered).

Critical Competencies

• Communication

• Digital Fluency

• Diversity, Equity, and Inclusion Orientation

• Teamwork and Collaboration

• Leadership

• Entrepreneurship

• Quality & Service Orientation

• Personal and Professional Development

• Delivering Results

Functional Competencies

• Internal Audit

• Project Management

• Selling & Business Development

• VAC Operation Management