About the job

At TLScontact, since 2007 we work with governments from around the world to provide visa and consular services on their behalf to travelers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country.

Now we are looking for a Visa Center Manager - German Speaker, based in Dar es Salaam, Tanzania.

Roles and Responsibilities:

• Directly leading, developing, motivating, coaching, managing and organizing teams of Supervisor and Customer Service Advisors.
• Boost the sales.
• Ensure delivery of Added Value Services options and achievement of the AVS targets for the VAC.
• Own the PnL and cost saving .
• Prepare Ops Financial report and communicate with Accountants.
• Bank Payments preparation.
• Maximizing productive efficiency within the company and improving on our current delivery and reporting processes.
• The achievement of all client led Service Level Agreements.
• Ensuring appropriate communication channels exist between the staff and customers.
• Keeping customers information confidential.
• Report to high management
• Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
• Ensure compliance with TLScontact Global defined principles, policies & procedures as applicable to the role.
• Maintain high standards of ethics, integrity, and compliance with corporate procedures.
• Ensure no penalties are incurred and monitor , track and maintain internal errors.
• Provide assistance to staff when needed and handle applicant/clients escalations.
• Liaise with various support functions to handle team related queries.
• Manage VAC productivity and VAC security (Physical & data).
• Maintain adherence to the Service Level Agreements ’s for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation.
• Maintain & improve level of clients & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness.
• Participate and provide necessary support for the security internal audit
• Implement and maintain security related procedures
• Make sure the security related activities are assigned to designated employees
• Make sure the security related requirements are well communicated and followed
• Report security incidents to security team and track the issues to closure
• Responsibilities may change as the business grows and so therefore any candidate will need to be able to adapt to the changing needs of the business

Requirements & Qualifications:

• Bachelor degree in management or related subject.
• More than 3 years’ experience in management;

Skills and abilities:

• Excellent command in English and German
• Excellent communication and interpersonal skills
• Able to establish and maintain effective relationships with team members and customers
• Demonstrable skill in independent problem-solving
• Self-motivated, patient and professional
• Strong sense of responsibility and ability to work well under pressure
• Experience of managing in a collaborative team environment, delegating workloads and authorities
• Knowledge of customer service techniques and principles

In TLScontact we are cultivating a supportive, inclusive working environment where all our employees can thrive and express their talent, whatever their gender, background, race or religion. This is our way to build the most diverse and engaged talent pipeline where each employee’s voice matter and valued. We believe that this approach will lead us to a long-term success as an organization in visa services industry.