Purpose of the role

To manage the Visa Application Unit with overall responsibility of the units efficiency &
productivity whilst ensuring compliance to all processes as per Service Level Agreements
Profile – Roles and Responsibilities
Areas of Responsibility & brief description
Responsibility

1. Undertake overall responsibility of the business unit.
2. Direct responsibility for the Unit's profitability and achieve targets
(EBIT) set by the Zone/Region
3. Develop and maintain business relationships with all Consulate
officials
4. Ensure compliance to all existing processes and meet the defined
Service Level Agreement’s
Ensures that the Teams are mentored & work towards adherence of
all SOP’s/ processes, required to be complied with, from an
Organizational & ISO perspective.
5. Manage unit and staff efficiency & productivity
Ensures that the Teams are aligned & contribute towards
achievement of parameters enlisted in the Team Objective Tracker
6. Responsible for implementation of process enhancements to
improve quality & efficiency of the Unit
Facilitates & encourages team to share “Spark Ideas”, and,
encourages sharing of Best Practices.
7. Lead new process roll outs in the respective Visa Application
Centre(s)
8. Control & maintain Unit's expense budgets and allocated resources.

Indicative URA’s/Budgetary and Revenue Responsibilities
1. Productivity
2. Customer satisfaction (Applicants) -Nil Complaint
3. Timely & Accurate Data entry
4. Late reporting /unauthorized absenteeism
5. Attending to 1 training programme
6. EBIT and GOP Targets
7. Meeting Client SLA’s. Ensure that the Teams are mentored & work towards adherence
of all SOP’s/ processes, required to be complied with, from an Organizational & ISO
perspective.
8. Meeting Value Added Services revenue targets
- Targets to be shared with the staff & progress reviewed at defined frequency,
(recommended weekly)
9. Incentives to be disbursed to the staff, as per achievement, on a monthly basis.
10. SOP Adherence by self and staff
- WIM to be updated for all processes, all changed incorporated; post sign-off, from
Head-Ops.
11. Attrition of reporting staff (to be less than 5% - Annualised, or, in line with HR Team’s
recommendations)
12. Training man days of staff
- Adherence to Annual Training Calendar (– Trainings scheduled by HR)
13. Satisfaction Index /Score from Applicants (VOC)
- ensures adequate Surveys are completed ( minimum 5% of application counts) &
Target VOC Target achieved, as per Team Objective Tracker
14. Satisfaction Index/Score from Diplomatic Mission (VOM)
15. Employee Satisfaction Survey Scores
16. Code of Conduct Adherence by self and staff

Key Interactions within and outside of VFS Global
External                                                  Internal
1. Travel Agents / Applicants                  1. Departments within VFS Global
2. Users – Applicants and Agents           2. Unit Manager & Operations Manager - of
all Missions across the single/multiple
cities
3. Client - Diplomatic Missions                3. Co - ordination with Functional/Regional
Departments
4. Vendors - Courier Service providers,
security service providers, vendors of
VAS                                                          4. Co-ordination with Corporate Office
5. Head of Operations

Qualification & Experience 
Minimum: Graduate or global equivalent
Post – Graduate or global equivalent
5 – 9 years of experience preferably in Travel and Tourism or Service industry
Experience in handling teams and managing processes
Knowledge & Key Skills:
· Proficiency 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
· Good team player