Officer Verification Services - Arabic Speaker only VFS Global

Job Purpose

The Officer - Verification Services will be responsible for playing a key role in client servicing and operation management for verification service for existing and prospective clients. This role involves interacting with customers/clients on regular basis, and ensuring team delivers as per agreed SLAs, timely reporting, compliant addressal and enquiry management, collaborating with internal stakeholders across operations, finance, quality, IT, and other departments to deliver accurate and timely insights for client and internal reporting.

Job Responsibilities:

Strategic Reporting and Data Analytics

• Monitor Key Performance Indicators (KPIs) to track the performance.

• Liaison with the verification services partner with respect to process adherence required and timelines.

• Set out quality standards for various operational areas, ensuring minimization of TAT and insufficiencies.

• Ensure preparation of Standard Operating Procedures (SOPs), PPTs, Proposal and Process documents.

• Achieve the Service Level Agreement's through process enhancements, monitoring key deliverables and tracking key indicators of the business for the department.

• Train & monitor performance of the team members to maintain excellence in the process operations.

• Manage and adhere to the ISO objectives of the department with respect to productivity, utilization, accuracy & customer satisfaction

• Ensure reports undergo quality check and submitted in timely manner.

• Create reports and MIS to effectively communicate insights to key stakeholders.

• Interact with existing clients to troubleshoot & take feedback on service levels.

• Ensuring minimization of errors & mitigation of risks through constant monitoring.

• Drive internal & external customer satisfaction

Stakeholder Engagement and Process Optimization

• Establish and maintain contact with various internal departments, ensuring delivery on operational requirements.

• Manage internal processes on behalf of client governments, including reporting, compliance, customer support.

Tender and Proposal Management

• Compile documents and data required for bid preparation, working in collaboration with departmental stakeholders.

Compliance, Brand Management, and Market Intelligence

• Ensure compliance with the company’s information security policies and procedures.

• Enhance the company’s profile and brand image through strategic initiatives and sustained business development efforts.

• Develop a comprehensive understanding of the business landscape, including market share and potential, to align strategies with business goals.

• Conduct market intelligence activities to stay updated on industry trends, competition, and emerging opportunities.

Environment, Social & Governance

• Promote judicious use of natural resources.

Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.