CANVAC Client Service Assistant

OPEN TO EXTERNAL CANDIDATES

Vacancy Notice No: 2013/01

Duty Station: Belgrade

Position Title:

CANVAC Client Service Assistant

Duration of Contract: 1 year with possibility of extension

Type of Contract: UG – Special all-inclusive

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Citizenship and Immigration Canada (CIC) have embarked on a major change programme designed to transform the way that it operates its visa application system. CIC is implementing a Global Visa Application Centre (VAC) Network, having awarded a seven year contract to a partnership between VFS Global (lead) and IOM (project partner).  The VAC network will provide applicants with more convenient channels for visa submissions and improved access to enhanced administrative services, including capture of biometrics, all delivered in accordance with strict CIC performance benchmarks and privacy requirements.

IOM’s Immigration and Border Management (IBM) Division’s on-going work in improving migration management includes developing Immigration and Visa Support Solutions (IVSS) for governments and migrants worldwide.  Within the scope of this work, IOM already provides VAC services in over 15 countries. IOM operated VACs handle all of the time- consuming administrative tasks of the visa application process and aim to ensure that only properly completed visa applications are submitted.  Such outsourcing partnerships result in reduced costs and workloads for the Immigration Departments of Member States and faster visa processing times, as well as improved service standards for visa applicants.  Perhaps most importantly, such partnerships enable immigration officers to make more informed decisions based on complete information, while focusing on their core function; making visa decisions, and not handling administrative tasks, while focusing on their core function; making visa decisions.

General functions:Under the general oversight of the regional VAC (Visa Application Centre) Manager for Eastern Europe and Central Asia programmatically and the IOM Head of Office administratively, reporting directly to VAC Team Leader the incumbent will be responsible for offering client service for the Canadian Visa Application Centre operated by IOM; particularly s/he will:

Responsibilities and Accountabilities:

• Provide client service excellence to applicants at all times, in full compliance with the CIC (Citizenship and Immigration Canada) Statement of Work (SOW) and the CIC Service Standards
• Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements; assist with telephone, fax, e-mail, chat and SMS inquiries from clients (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 including but not limited to Self-Service and Assisted Data Entry services.  Informing clients of any changes to visa requirements or submission procedures
• Assist in the collection and forwarding of complete applications as per CIC checklists, including biometrics collection: provide guidance to clients on the proper completion of application forms, while reviewing and collecting same applications along with any supporting / additional documents, as required; record, dispatch and follow up on applications and passports; arrange appointments for visa applicants who require interview, 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 CANVAC office keys
• Data Capture; Assist in maintaining a high degree of skill in using the CANVAC software platform provided; enter all applicant data, enroll biometrics as required, submit application documents in the required order, while forwarding all applicant, passport and appointment information to CIC; ensure accurate tracking of both applications and supporting documents via the CANVAC software’s bar code scanning system
• Returning of passports, supporting documentation and visa decisions.  Assist in collecting processed applications; returning processed applications, passports and supporting documentation
• Reporting: Assist in maintaining accurate and detailed records of all applications and fees received, and biometrics enrolled and report these records daily
• Maintain a professional appearance and migrant friendly demeanour at all times
• Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and CIC staff locally.
• Immediately inform management of any problems or issues related to her/his daily work 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”
•  Such other duties as may be assigned by the Chief of Mission and the VAC Regional Managers
• Reference: OSD0PsS5cjR9lB2T7GsXUSjzFmnKfzL9c12FCE4o0IZbl5CADpk2fsfBpnQWNz1o

Desirable Qualifications and Experience:

• Education/Training: Secondary School Diploma or equivalent in Business Management, Client Services, Social Science or related discipline preferred; or an equivalent combination of education, training & experience
• Experience: Minimum 4 years relevant professional experience in a similar setting & capacity preferred; Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities

Competencies:

The incumbent is expected to demonstrate the following technical and behavioral competencies

Behavioral:

Accountability:

• Accepts and gives constructive criticism
• Follows all relevant procedures, processes, and policies
• Meets deadline, cost, and quality requirements for outputs
• Monitors own work to correct errors
• Takes responsibility for meeting commitments and for any shortcomings

Client Orientation:

• Identifies the immediate and peripheral clients of own work
• Establishes and maintains effective working relationships with clients
• Identifies and monitors changes in the needs of all clients, including donors, governments, and project beneficiaries

Continuous Learning:

• Contributes to colleagues' learning
• Demonstrates interest in improving relevant skills
• Demonstrates interest in acquiring skills relevant to other functional areas

Communication:

• Actively shares relevant information
• Clearly communicates, and listens to feedback on, changing priorities and procedures
• Writes clearly and effectively, adjusting wording to the intended audience
• Listens effectively and communicates clearly, adapting delivery to the audience

Creativity and Initiative:

• Proactively develops new ways to resolve problems

Leadership and Negotiation:

• Convinces others to share resources
• Presents goals as shared interests

Performance Management:

• Provides constructive feedback to colleagues

Planning and organizing:

• Sets clear and achievable goals consistent with agreed priorities for self and others
• Identifies priority activities and assignments for self and others
• Organizes and documents work to allow for planned and unplanned handovers
• Identifies risks and makes contingency plans

Professionalism:

• Masters subject matter related to responsibilities
• Identifies issues, opportunities, and risks central to responsibilities
• Incorporates gender-related needs, perspectives, and concerns, and promotes equal gender participation
• Persistent, calm, and polite in the face of challenges and stress
• Treats all colleagues with respect and dignity
• Works effectively with people from different cultures by adapting to relevant cultural contexts
• Knowledgeable about and promotes IOM core mandate and migration solutions

Teamwork:

• Actively contributes to an effective, collegial, and agreeable team environment
• Contributes to, and follows team objectives
• Gives credit where credit is due
• Seeks input and feedback from others
• Delegates tasks and responsibilities as appropriate
• Actively supports and implements final group decisions
• Takes joint responsibility for team's work

Technological Awareness:

• Learns about developments in available technology
• Proactively identifies and advocates for cost-efficient technology solutions
• Understands applicability and limitation of technology and seeks to apply it to appropriate work

Technical:

• Effectively applies knowledge of migration issues within organizational context
• Excellent computer skills, especially MS Office

Languages

• Thorough knowledge of English and Serbian

Advantageous:

• Knowledge of French, University studies would be an advantage

Method of application:

The Vacancy is open for internal and external candidates that have the legal right to reside and work in Serbia.

We invite all interested candidates to submit their applications as soon as possible by sending IOM Personal History form in English language available for download here (http://rs.one.un.org/organizations/11/PH_form.xls) and motivation letter, not more than one page, on-line via apply button "Prijavite se", quoting this respective Vacancy notice number in the subject. Only applications in electronic format will be accepted. The candidates should fulfill the security requirements of the programme and, as such, any applications are to be understood as agreement for IOM to verify/request verification of identification data, criminal records, citizenship, marital status, residency, education and employment as well as credit records.

Closing date:

The deadline for submission: 20.06.2013. at 23.59 hours. Incomplete applications will not be taken into consideration. Shortlisted candidates will be further selected by the means of a written test and an interview. Only shortlisted candidates will be contacted.

Activity/Contract expected to begin no sooner than 01 August 2013.