Operations Officer

Job Description

Position Title: Officer – Operations
Organization: VFS Global
Department/Function: Operations
Level: Executive Equivalent Grade
Reporting To: Deputy Manager – Operations
Job Location: No 675, Dr. Danister De Silva Mawatha, Colombo 09.

Requirements/Qualifications

• Educational Qualification: Ordinary/Advanced level.
• Eligibility: Freshers (0 to 2 years of experience, preferably in the Travel & Tourism or Service Industry).
• Strong communication skills.
• Digital fluency and proficiency in operational systems.
• Quality and service orientation.
• Strong teamwork and collaboration skills.
• Leadership and problem-solving skills.
• Ability to deliver results within defined timelines.
• High attention to detail and accuracy in document verification and data entry.

Key Responsibilities

• Scrutinize and collect visa application documents for processing.
• Attend to customer/applicant queries through various channels including in-person, email, and telephone.
• Inform applicants about available Value-Added Services (VAS) and facilitate their delivery.
• Encourage applicants to provide feedback on services and experiences at the application center.
• Handle cash and bank transactions accurately while adhering to established procedures.
• Record and maintain all application data, ensuring accurate and timely entry into the system without errors.
• Ensure timely completion of the visa application process within the specified Turn Around Time (TAT).
• Maintain strict compliance with Standard Operating Procedures (SOPs) and manuals to ensure process consistency.
• Support the Deputy Manager / Operations Manager in executing World Bank projects.