Manager- Ukvi Operations

2 weeks ago

Pretoria, South Africa Foreign & Commonwealth Office Full time

Job Description (Roles and Responsibilities) 1

**Main purpose of job**:
Responsible for the daily management of their allocated team of employees. This position is a rotational role that will require AO manager to rotate within the teams when and where necessary to ensure the efficient running of the operation. The B3 managerial position will oversee one the following teams:

- Data Processing Unit
- Special Handling Unit
- Visa writers and Dispatch team
- Digital Allocations
- Enrichment
- Office Management /Special Projects and reports
- Administrative support to Regional Business team

**Roles and responsibilities**:

- Manage the overall responsibilities of the team with the aim of achieving a cohesive effort in accomplishing the objectives and targets agreed upon within the team and that of the UKVI
- Effectively lead the team by setting objectives, giving direction, guidance, and continuous feedback to all members
- Regularly facilitate team meeting to update staff on new developments, process updates and allow team input
- Affective resource planning and management to achieve the team’s performance expectations
- Empower employees to take responsibilities for their key performance areas
- Manage individual employee performance through an open and consultative process allowing employee contribution in goal setting, reward and recognition and personal development planning
- Oversee the on-boarding and training of new employees as well as the training and development of members in own team and he is training of stakeholders outside of your team where necessary
- Review performance data to monitor and measure departmental productivity and overall effectiveness
- Complete administrative duties and responsibilities required to ensure the efficient operation of the team
- Maintain transparent and appropriate communication with other departments and stakeholders in the business through meetings, written and interpersonal communications
- Ensure that all concerns, queries, or complaints raised by stakeholders within and outside UKVI is investigated and resolved
- Actively participate in the continuous improvement of processes to maintain accuracy and improve efficiency
- Prepare and maintain transparent reports that provides oversight of the team’s activities in support of business needs
- Actively participate in problem solving sessions by providing innovative solutions.
- Perform other duties and responsibilities as assigned to you by line management

**Data Processing Unit**
- Make sure that the team is up to date with relevant OPI’s (Operations Process Instructions) and important changes
- Take lead on the quality assurance project for all overseas Decision-Making Centres (DMCs)
- Conduct all HR related duties (including recruitment, selection, training) Manage poor performance and staff adherence (late coming, leave, etc.)
- Monitoring the DPU data entry and Biometric Inbox Recording Internal and External errors
- Manage and update the data integrity Spreadsheet and commercial partner returns
- Report any outstanding check results to FO Global Support office for handling
- Liaise with the Business Management Team (BMT) reporting/escalating incidents relating to the Commercial partner
- Conducting 10% audit checks

**Special Handling Unit**
- Management and support of the SHU team operations and ensuring a quick efficient service to all customers
- Oversight of all logs, MP, PAP and related queries to ensure the UKVI service level agreements are met
- Compilation of accurate statistical performance data returns in line with management needs
- Support the team on complex queries that require escalation and input from the ECM or other parts of the operation
- Conducting audit checks on all mailboxes
- Dealing with ad-hoc requests from the SHU ECM

**Visa Writers**
- Ensure necessary legal documents are signed as per the UKVI requirement
- Have an oversight and conduct regular audit of all logs to ensure accurate data capturing and completed
- Attend to queries received within the UKVI Pretoria as well as Sheffield ad Croydon
- Maintain an accurate error log for the VW team

**Digital Allocation Team**
- Actively participate in the testing and implementation of global standard operating procedures for the digital allocation of work to ensure global compliance
- Establish and maintain relevant controls and reports to monitor the daily functioning of the allocation team.
- Build and develop a strong working relationship with stakeholders within the business and with the commercial partner
- Managing the commercial partner licences, training, access and resetting of passwords
- Liaising with the commercial partner regarding scanning errors for resolving, tracking, and reporting
- Conducting monthly audits on allocation processes to identify and address any non-compliance

**Enrichment**
- Providing daily operational and staffing updates to the ET ECM
- Conducting 10% audit checks
- Supporting the ET team

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