Embassy On-site Manager Job

An Embassy is looking to fill the position of Deputy On-site Manager to manage their customer service for their Missions in South Africa, Kenya, Tanzania, Mauritius, Uganda, Zimbabwe, Zambia, Botswana, Malawi, Namibia, Swaziland and Lesotho.

Candidate can be based anywhere in Kenya and will work through and receive management and administrative support from the Program Office.

This person will be part of the team that provides first point of contact for all issues/changes required by the Missions supported and will deal with any issues from applicants in dealing with our service.

In addition, if crowd control employees are hired by us at the Consulates, they will assist with the identification and hiring of those people, as well as provide supervision for them.

Essential Functions

• Receive training and become knowledgeable in areas concerning visa law as this will be essential in performing his/her duties, and, in turn, conduct training sessions and draft Mission-specific reference materials for contact center operators in cooperation/coordination with the Operations Manager;
• Coordinate directly with the Consular Manager on uniform procedures among all visa issuing posts Mission-wide (e.g. documents required, opening hours, application procedures, handling of emergency cases, etc.);
• Ensure liaison with the Program Management Office (PMO)
• Ensure liaison with the Missions and Consular Sections supported.
• Ensure liaison is maintained with our call centers (located in other geographic areas)
• Assist as needed with training of call center agents in Visa Law (immigration and non-immigration) as required (this would be minimal)
• Work closely with the Call Center to resolve problems, seek solutions, receive reports, establish new procedures, perform quality control checks, review operational standards, etc.
• Oversee quality control for all visa-related information disseminated throughout the Missions;
• Draft, edit and update scripts for all aspects of the Consular Information System in a timely manner, and provide translations of those materials as required;
• In cooperation/coordination with the Onsite Manager and Task Order Manager, establish new services if/when the Mission opts to choose additional services as outlined in the contract;
• Resolve customer service issues as they concern the quality of services offered to the applicants by the Mission (i.e. investigate complaints for validity and take appropriate action to improve service, such as conducting follow-up training sessions for courier services, etc.);
• Provide assistance in fielding customer relations issues by providing potential visa applicants whose questions were unable to be answered by the call center operator service with correct and/or follow up information as soon as possible;
• Escalate those emergency cases, in which the contact center operators have exhausted their resources to answer, to the designated direct-hire employees for action. It is envisioned that this will represent a small but critical number of callers.
• Coordinate public relations efforts if/when requested by Consular Managers (such as giving presentations to exchange organizations, chambers of commerce, tour of call center, etc.);
• Provide accurate weekly and monthly statistics
• Provide PMO with weekly and monthly narrative reporting on OM activities.
• Regular updating of visa information mediums (Information services, Integrated Voice Response)
• Customer Relationship Management (CRM) with visa applicants

Essential Knowledge

• The Deputy On-site Manager must be fluent in English and any other language skills are a plus.
• Written and oral communications skills must be excellent.
• Must be able to plan and organize work schedules to meet client's requirements.
• Advanced computer skills in the Microsoft family of Windows based software are essential. This includes Word, Excel, PowerPoint, Microsoft Project and Internet research skills.
• Experience in public relations, project management, and basic accounting skills are a plus.
• Position is in a high visibility area and requires a mature self-starting individual with excellent communications skills.
• The DOM must possess the ability to work independently and as a team member with willingness to learn new skills, management techniques, and procedures.
• Must possess effective interpersonal skills.

Essential Education

• A university degree or complimentary experience in technology related activities are considered useful.
• Computer skills that are current and ability to effectively communicate daily with primary customer and CSC management are essential.

Essential Skills

The Deputy On-site Manager will be the prime point of contact for all daily local operational matters, including scripts, quality control, and review of current business practices and procedures.

The DOM will respond, coordinate and provide service to the Consular Managers as well as receive guidance and report to the CSC OM, TOM and/or the CSC Program Manager to ensure a high standard quality of service is maintained.

Consular Managers will be asked to provide input on the DOM’s overall performance and responsiveness to the mission that is being served. These will be conducted on a quarterly basis and will be forward to the CSC management team as part of an ongoing quality review of performance feedback.

Organizational Fit

• Must be able to interface successfully at all levels within an organization, including telecommunications and a wide range of technical service providers.
• Strong training and interpersonal skills will enhance this management position.
• In addition the candidate must be:

1. Fluent in English (unique working language)
2. Strong organization & teamwork skills
3. Diplomacy, efficiency,
4. Must be able to travel
5. Must be able to qualify after extensive background checks

Location

A successful candidate could live in Kenya – but must be able to minimally visit the Posts in supported countries to meet required contract minimums – the schedule TBD.

DOM will be in daily contact with Missions and OM in a support capacity and will be available by phone and email.

Interested candidates should send their updated CVs and cover page to kenyanrecruiter@gmail.com

Include current and expected remuneration details and availability.