: Deputy Manager – Operations(French Speaker)

About the Job: Edomias International Plc., a premier Human Resource solutions provider in Ethiopia, invites qualified applicants for the position of Deputy Manager–Operations at VFS Global Services Pvt. Ltd. The role is responsible for managing end-to-end operations of the Visa Application Center (VAC), ensuring process compliance, quality, cost-efficiency, and team performance. The Deputy Manager oversees daily administrative and functional activities while mentoring staff and implementing process improvements.

Key Responsibilities:

• Manage all day-to-day VAC operations, including document scrutiny, verification, and cash/bank transactions (if assigned).
• Maintain and record all application data accurately and timely.
• Ensure administration and logistics of passport delivery to consulate, applicant, or logistics partners.
• Conduct regular audits and implement new process rollouts or changes.
• Identify and correct incomplete or incorrect information through quality checks.
• Monitor and reduce errors monthly, within acceptable limits.
• Maintain and improve customer and mission satisfaction by enhancing procedures and increasing productivity and cost-effectiveness.
• Ensure teams adhere to Service Level Agreements (SLA), Standard Operating Procedures (SOPs), and ISO standards.
• Uphold VFS Global principles, policies, and ethical standards.
• Ensure processes are completed within mandated Turn Around Time (TAT).
• Handle applicant/customer escalations and provide staff assistance as needed.
• Deliver Value-Added Services (VAS) options and achieve VAC VAS targets.
• Manage VAC productivity and security (physical and data).
• Mentor team members, supporting succession planning and professional development.
• Liaise with support functions to address team-related queries.

Education:

• MA/BA/BSc/MSc degree from reputable universities.

Experience:

• 2–4 years in customer service or hospitality industry.

Language Requirements:

• Fluency in French and English
• Knowledge of additional international languages is an advantage

Knowledge & Key Skills:

• Proficiency in MS Office and good typing speed
• Adaptability and presence of mind for handling customer queries and complaints
• Strong understanding of systems, processes, and operational best practices
• Ability to innovate and enhance procedures for productivity and cost-effectiveness
• Team management and mentoring skills

Skills Required:

• Customer / Service / Secretarial