Officer, Operations

VFS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 29,000 - 42,000; Full time

Job summary

VFS (SINGAPORE) PTE. LTD. is seeking an Officer - Operations to support the day-to-day operations of our Visa Application Centre. You will help ensure smooth processing of visa applications and deliver a professional customer experience.

The role covers document scrutiny, data accuracy, passport logistics, and adherence to SOPs, with opportunities to grow in a fast-paced, multicultural setting. Proficiency in additional languages is advantageous.

Responsibilities

• Perform document scrutiny and collect visa applications in line with established guidelines.
• Accurately record and maintain application data, ensuring zero errors in system entry.
• Manage passport logistics, including dispatch to consulates, applicants, and logistics partners.
• Ensure all passports are completed within the defined Turnaround Time (TAT).
• Attend to customer/applicant queries via face-to-face, email, and phone with professionalism.
• Promote and deliver Value-Added Services (VAS) to enhance customer experience.
• Encourage applicants to provide feedback and continuously improve service delivery.
• Handle cash and banking transactions with 100% accuracy (where applicable).
• Ensure strict adherence to SOPs, policies and operational guidelines.
• Maintain high standards of quality, accuracy, and confidentiality throughout all processes.
• Support the Deputy Manager/Operations Manager in project execution and process improvements.
• Assist with operational tasks such as scheduling, shift coordination, and reporting as required.
• Promote responsible use of resources within the VAC.
• Adhere to Environment, Health & Safety (EHS) policies and guidelines.
• Language Advantage: ability to communicate with applicants from different backgrounds; proficiency in additional languages is advantageous.

Job description

About the Role

We are looking for a service-oriented and detail-driven Officer - Operations, to support the day-to-day operations of our Visa Application Centre (VAC). This role is critical in ensuring smooth processing of visa applications while delivering a seamless and professional customer experience.

What You'll Be Doing

Application Processing & Operations

• Perform document scrutiny and collect visa applications in line with established guidelines.
• Accurately record and maintain application data, ensuring zero errors in system entry.
• Manage passport logistics, including dispatch to consulates, applicants, and logistics partners.
• Ensure all passports are completed within the defined Turnaround Time (TAT).

Customer Service Excellence

• Attend to customer/applicant queries via face-to-face, email, and phone with professionalism.
• Promote and deliver Value-Added Services (VAS) to enhance customer experience.
• Encourage applicants to provide feedback and continuously improve service delivery.

Compliance & Accuracy

• Handle cash and banking transactions with 100% accuracy (where applicable).
• Ensure strict adherence to SOPs, policies and operational guidelines.
• Maintain high standards of quality, accuracy, and confidentiality throughout all processes.

Operational Support

• Support the Deputy Manager/Operations Manager in project execution and process improvements.
• Assist with operational tasks such as scheduling, shift coordination, and reporting as required.

Sustainability & Safety

• Promote responsible use of resources within the VAC.
• Adhere to Environment, Health & Safety (EHS) policies and guidelines.

Language Advantage

In our global and diverse customer environment, the ability to communicate with applicants from different background is beneficial. Proficiency in additional languages (e.g., Mandarin, Arabic, Japanese, French etc.) would be an advantage to support service delivery to a diverse customer base.

Why Join Us?

• Be part of a globally connected, purpose-driven organisation.
• Gain exposure in a fast-paced, multicultural environment.
• Opportunity to grow and develop your operational and customer service skills.