Context:
Reporting programmatically to the Canadian Regional VAC Network – Manager and under the oversight of the Canadian Global VAC Network – Manager in HQ Geneva, and administratively to the Operations Officer in Dar es Salaam.

Accountable for the day to day management of the VAC in his/her country.

In Dar es Salaam, Tanzania, responsible for ensuring full compliance with the CIC Statement of Work (SOW) and the CIC Service Level Agreement, as well as the Teaming Agreement and Project Partnership Agreement with VFS Global.

Core Functions / Responsibilities:
1. Management of day-to-day activities in the Dar es Salaam VAC – ensuring smooth and efficient operations;
2. Provide client service excellence to applicants at all times, in full compliance with the CIC Statement of Work (SOW) and the CIC attached Service Standards;
3. 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 clients’ passports), 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;
4. 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;
5. When necessary, 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;
6. 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;
7. To submit weekly fee cum reports to IOM finance unit for further transfer of funds to the Canadian Visa Office (VO); to transmit remittance confirmation from IOM bank account to VO bank account for VAC (currently two – Dar and Kampala);
8. Returning of passports, supporting documentation and visa decisions. Assist in collecting processed applications; returning processed applications, passports and supporting documentation in a timely and confidential manner;
9. Reporting: Assist in maintaining accurate and detailed records of all applications and fees received, biometrics enrolled and interview appointments scheduled and report these records daily;
10. Maintain a professional appearance and migrant friendly demeanour at all times;
11. Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and CIC staff locally at the VO;
12. 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;
13. 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”;
14. Punctuality: on-time preparedness for work, ensuring workspace and client space is professional and orderly in appearance;
15. Strive for Client Service Excellence and a Team Player;
16. Responsible for ensuring that applications meet CIC’s requirements in terms of quality, schedules and security;
17. Responsible for overall security and fees collection at the VAC;
18. To lead and develop team members (currently one full-time CSA and one back-up CSA). Ensure both team members receive the required training and amenities to perform their tasks as required;
19. Perform such other duties as may be assigned.

Required Qualifications and Experience
Education
Holder of a Secondary School Diploma, with 5 years’ working experience; Or Bachelor’s Degree combined with 3 years working experience in Business, Liberal arts or similar field or related field
3 or more years of experience in operations, management, client service
Led teams
Cross domain knowledge (client service, stakeholder relations, IT, finance).

Experience
3 or more years of experience in operations, management, client service
Cross domain knowledge (client service, stakeholder relations, IT, finance)
Proficiency in computer skills, especially in MS Office products (Excel, Outlook, Word etc

Languages
Fluency in English and Kiswahili is required.

Required Competencies
Behavioural
Accountability – takes responsibility for action and manages constructive criticisms
Client Orientation – works effectively well with client and stakeholders
Continuous Learning – promotes continuous learning for self and others
Communication – listens and communicates clearly, adapting delivery to the audience
Creativity and Initiative – actively seeks new ways of improving programmes or services
Leadership and Negotiation – develops effective partnerships with internal and external stakeholders;
Performance Management – identify ways and implement actions to improve performance of self and others.
Planning and Organizing – plans work, anticipates risks, and sets goals within area of responsibility;
Professionalism – displays mastery of subject matter
Teamwork – contributes to a collegial team environment; incorporates gender related needs, perspectives, concerns and promotes equal gender participation.
Technological Awareness – displays awareness of relevant technological solutions;
Resource Mobilization – works with internal and external stakeholders to meet resource needs of IOM.

Other
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable.

Only candidates residing in either the country of the duty station or from a location in a neighbouring country that is within commuting distance of the duty station will be considered. In all cases, a prerequisite for taking up the position is legal residency in the country of the duty station, or in the neighbouring country located within commuting distance, and work permit, as applicable.

How to apply:
Interested candidates should fill in the PH form, submit CV and cover letter indicating Vacancy Notice number with 3 professional references and contacts to tzvacancy@iom.int

Or send applications to the address below;

International Organization for Migration Mission in the United Republic of Tanzania
Slipway Road, off Chole Road, Plot # 1365 Msasani. PO Box 9270 Dar es Salaam, Tanzania

Kindly note only shortlisted candidates will be contacted.
For further information, please refer to: https://tanzania.iom.int/