International Organization for Migration would like to invite qualified and competent applicants to apply for the following vacant post.
IOM will be providing administrative visa-related services through the Canada Visa Application Centre (CVAC), aimed at making the visa application process timelier and more convenient.
1. CVAC Client Service Assistant (Canada Visa Application Centre)
Location: Addis Ababa
Salary: 1189.00USD
Duration: Special Short-Term contract, with possibility of extension
Core Functions / Responsibilities:
Provide client services to applicants at all times, in full compliance with the Immigration, Refugees and Citizenship Canada (IRCC) contractual obligations and service standards.
Assist in providing information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services.
Assist in collecting visa applications and sorting the documents: verification of completeness and correctness of visa application forms; completeness check of the supporting documents; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete.
Input visa application data: maintain an expert user level with the provided application management software, ensure quality check of collected data and generated invoices; accuracy of the tracking of passports and documents; scanning and quality check of supporting documents.
Collect visa and service fees; review correctness of payment and charge against the application management software; issuance of invoices; daily reconciliation of collected fees and invoices; secure storage of cash.
Assist in reporting services: daily reports generation and quality check of collected applications and fees; daily reports for contact centre (received calls, call-backs, missed calls etc.) assistance to VAC Team Assistant in quality check.
Delivery and collection of applications and passports: secure transfer of the visa applications and passports to/from the IRCC specified visa offices; sorting and counting of applications and passports; secure return of passports to applicants and delivery to courier.
Inform management of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement.
Compliance with IOM Staff Rules and Regulations and with all IOM Policies including: “IOM Standards of Conduct”, “IOM Policy for a Respectful Working Environment”, “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”, “IOM Confidentiality Agreement”, “IOM Data Protection Principles”, “IOM Information Security Policy”;
Perform any other related duties that may be assigned by the Team Leader or VAC Management.
Skill and educational background
High school diploma or University degree in Business Administration, International Relations, Political Science, Communications, Information Management, Computer Science or a related field from an accredited academic institution.
Experience Required:
Two years of relevant work experience for bachelor’s degree holders and four years of relevant experience for high school diploma.
Experience in managing a team.
Experience in migrant-related programmes OR visa related services.
Experience in customer service; and,
Experience in liaising with governmental and diplomatic authorities and national and international institutions.
Skill:
Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities; 100% integrity.
Excellent computer skills, especially in Word & Excel.
Strong interpersonal & intercultural skills.
Strong organizational skills and practical experience in knowing how to multi-task, prioritize and work independently.
Experience in working effectively and harmoniously in a team of colleagues of varied cultural and professional backgrounds.
Proven ability to produce quality work accurately and concisely according to set deadlines.
Languages:
Fluency in Amharic and English is required (oral and written).
2. CVAC Team Leader (Canada Visa Application Centrer
Location: Addis Ababa
Salary: 1713.00USD
Duration: One Year Fixed Term, 12 months with the possibility of extension
Core Functions / Responsibilities:
Provide effective daily supervision, oversight and management of CVAC activities and staff, ensuring dignified, efficient and cost-effective service delivery with integrity, in line with all contractual obligations of the Immigration Refugees and Citizenship Canada (IRCC) contract and with all IOM rules and regulations and CVAC operating procedures.
Keep up to date and maintain understanding of contract conditions to facilitate successful inspection results from audits conducted by IRCC representatives and by IOM or VFS Global staff. Support the CVAC Regional Coordinator and the CVAC Project Coordinator proposing actions to address deficiencies in a timely, efficient and cost-effective manner.
Support the CVAC Regional Coordinator in maintaining close liaison and coordination with the relevant IRCC Specified Office: collect and report feedback, issues, challenges, appreciations; conduct day to day communication with the staff and build productive and positive relations.
Distribute application forms, information sheets and checklists regarding visa requirements; assist with telephone, e-mail and chat inquiries from clients as appropriate (including requirements for submitting visa applications and the location of client’s passport), providing timely and accurate information to clients; marketing and providing assistance to clients with Value Added Services. Informing clients of any changes to visa requirements or submission procedures.
Collect, return and forward completed applications as per IRCC checklists while ensuring that 99% of biometrics collection is associated with the correct applicant: provide guidance to clients on the proper completion of application forms, while reviewing and collecting applications along with any supporting / additional documents, as required; ensure all packages are affixed with the correct barcode, dispatch and follow up on applications and passports; arrange appointments for visa applicants within five business days of request, as required.
Collection of Fees: Where required, collect the applicable Canadian visa fee(s) and IOM service fee(s); issue accurate receipts; daily reconciliation of receipts and reporting same; Safe keeping of all applications, supporting documentation and fees collected and responsible for CVAC office keys; report any suspicion of financial malfeasance to the CoM.
Data Capture; Maintain a high degree of knowledge of CVAC software platform provided; enter all applicant data, enroll biometrics following Standard Operating Procedures (SOPs) provided by IRCC as required, submit application documents in the required order, while forwarding all applicant, passport and appointment information to IRCC; Ensure that all personal information is kept secure at all times, and destroyed within agreed timelines as per the IRCC contract;
Maintain accurate and detailed records of all applications and fees received, and biometrics enrolled and report these records daily; submit all weekly and monthly reports within the specified time period; understand fully the VIRE platform to ensure that VSS reporting is timely and accurate;
Evaluate work flow and review processing times in the CVAC; evaluate applicants’ feedback and the flow of applicants on premises; report to the CVAC Regional Coordinator on necessary action for staffing changes; understand the working of the QMS system and ensure that 95% of all appointments are commenced within 20 minutes of their scheduled start time;
Ensure programme integrity by supervising compliance of CVAC Client Service Assistants with IOM Standards of Conduct and the IRCC Statement of Work; report on internal investigations where required.
Inform management immediately of any problems or issues related to her/his daily work, take necessary actions to rectify and regularly make suggestions on how to improve efficiency and client service.
Comply with the IOM Policy for a Respectful Working Environment”, “IOM Confidentiality Agreement”, “IOM Data Protection Manual”, IOM Standards of Conduct”, and the “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”.
Perform such other related duties as may be assigned.
Skill and educational background
High school diploma or University degree in Political or Social Sciences, International Relations, Law, Migration Studies, Social Studies or in related fields.
Experience Required:
Four years of relevant work experience for bachelor’s degree holders and six years of relevant experience for high school diploma.
Experience in managing a team.
Experience in migrant-related programmes OR visa related services.
Experience in customer service; and,
Experience in liaising with governmental and diplomatic authorities and national and international institutions.
Skill:
Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities; 100% integrity.
Excellent computer skills, especially in Word & Excel.
Strong interpersonal & intercultural skills.
Strong organizational skills and practical experience in knowing how to multi-task, prioritize and work independently.
Experience in working effectively and harmoniously in a team of colleagues of varied cultural and professional backgrounds.
Proven ability to produce quality work accurately and concisely according to set deadlines.
Languages
Fluency in Amharic and English is required (oral and written).
Application way
For external applicants to be considered, applicants are required to apply via ethiojobs.net and Internal applicants via ethiopiarmuhr@iom.int indicating the vacancy number and position title as mentioned in the vacancy announcement he/she applied for in the email Subject line.
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Any application without this information in the subject line and that doesn’t attach the following required documents will be excluded from the application:
Motivation/Application letter
CV (written in English) with three professional referees and their contacts (both email and telephone)
Copies of Academic Certificates from Accredited Universities
Only shortlisted candidates will be contacted.
The appointment is subject to funding confirmation.
We strongly encourage qualified female applicants to apply!
Deadline: May 10, 2024
