Operations Manager - Zimbabwe

SUMMARY:
Client based in Zimbabwe seeks the services of Operations Manager for the Visa Services Program to play a key role in the success of the program. The OM is a full-time employee of CSRA Company who is responsible for the daily functions and workflow of consular information to one or more consular sections in a foreign country.

POSITION INFO:

• Ensuring adherence to Task Order requirements during contract performance;

• Proactively resolving issues arising under Task Orders;

• Overseeing all local consular operations, to include functions at Offsite Facilitation Centers (when applicable);
• Coordinating greeter/ analyst staffing, supervising performance and time and attendance, and ensuring up-to-date fraud prevention and ethics training. Overseeing processes. Providing and maintaining uniforms and vendor-provided equipment;
• Working with posts to set mutually agreed upon times for document pickup/drop-off and greeter work;
• Meeting/consulting with consular managers / representative to the U.S. embassy/consulate (re: day-to-day questions and concerns). Providing system training as requested and build strong relationship with the Diplomatic Mission;

• Managing sub-vendor performance and services, such as fee collection, greeter, and document delivery services;
• Resolving performance and quality problems for designated Task Order;
• Ensuring sub vendors comply with fraud prevention and ethics trainings, to include but not limited to physical site inspections;
• Conducting random audits of call center language skills, customer service skills, and accurate use of script;
• Identifying, escalating, and mitigating risks; reporting on all incidents.
• Managing customer relationship while ensuring adherence to the contract, local laws and company policies and processes.
• Ensuring positive customer satisfaction from Local and Headquarter Department of State Staff.
• Coordinating directly with the US Department of State Consular Manager on standard procedures such as documents required, application procedures, handling of emergency cases, etc.
• Resolving the complaints received from the Mission and providing solutions within the scope of the contract.
• Receiving training and becoming knowledgeable in areas concerning US visa law and application process
• Ensuring contractual compliance, fraud prevention, and security procedures are being followed.
• Ensuring liaison is maintained with our call centers (located in other geographic areas).
• Resolving customer service issues as they concern the quality of services offered to the applicants by the Mission.

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