Offre d'emploi






SVN-CO-006-2022-Client Service and IT Assistant (Canada Visa Application Centre)



Référence 135896
Localisation Dakar / Sénégal
Type contrat CDD
Expiration 30 Novembre 2022
Offre visitée 642 fois
Catégories
Informatique, Télécoms, Réseaux
Organisation non gouvernementale, Association
.
Description de l'offre

Open to internal and external candidates
Position Title: Client Service and IT Assistant (Canada Visa Application Centre)
Duty Station: Dakar, (Senegal)
Category: General Services, Grade 4
Type of appointment: Special Short Term Graded (9 months with a possibility of extension)
Closing date: November 30th, 2022
Estimate start date: As soon as possible
Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental, and nongovernmental 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.
Context:
IOM will be providing administrative visa-related services through the Canada Visa Application Centre (CVAC), aimed at making the visa application process timelier and more convenient.
Under the overall supervision of the CVAC Project Coordinator and direct supervision of the CVAC Sub Regional Coordinator programmatically and directly to the Chief of Mission administratively, the incumbent will provide administrative support for the CVAC operated by IOM.
I. RESPONSIBILITIES AND ACCOUNTABILITIES
• Provide client services to applicants at all times, in full compliance with the Immigration, Refugees and Citizenship Canada (IRCC) contractual obligations and service standards;
• Provide first level Technical Support for the CVAC in Dakar, such as immediate diagnosis and workarounds for reported incidents, and coordinate with IT resources from CVAC partners for the timely resolution of IT issues;
• Help conduct initial assessment of users’ needs for possible or immediate technology upgrades or purchase of IT equipment and peripherals;
IOM is committed to a diverse and inclusive environment. Applications from qualified female candidates are especially encouraged. For this vacancy, internal candidates are considered as first-tier candidates
• Provide application and systems support, while ensuring the data integrity and data protection principles are followed for all IMCT systems;
• Assist in providing information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services;
• Assist in collecting visa applications and sorting the documents: verification of completeness and correctness of visa application forms; completeness check of the supporting documents; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete;
• Input visa application data: maintain an expert user level with the provided application management software, ensure quality check of collected data and generated invoices; accuracy of the tracking of passports and documents; scanning and quality check of supporting documents;
• Collect visa and service fees; review correctness of payment and charge against the application management software; issuance of invoices; daily reconciliation of collected fees and invoices; secure storage of cash;
• Assist in reporting services: daily reports generation and quality check of collected applications and fees; daily reports for contact centre (received calls, call-backs, missed calls etc.) assistance to VAC Team Assistant in quality check;
• Delivery and collection of applications and passports: secure transfer of the visa applications and passports to/from the IRCC specified visa offices; sorting and counting of applications and passports; secure return of passports to applicants and delivery to courier;
• Inform management of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement;
• Perform any other related duties that may be assigned by the Team Assistant or VAC Management.
II. REQUIRED QUALIFICATIONS AND EXPERIENCE
Education
• High school diploma with four years of relevant experience; or,
• University degree in Computer Sciences, Information Technology, or related fields of study with two years of relevant professional experience.
Experience
• Experience in migrant-related programmes OR visa related services;
• Experience in customer service; and,
• Experience in liaising with governmental and diplomatic authorities and national and international institutions
Language
- Required
? English: Fluent
? Predominant Local language
- Advantageous
? French: Fluent
III. REQURED COMPETENCIES
The incumbent is expected to demonstrate the following values and competencies:
Values - all IOM staff members must abide by and demonstrate these three values:
-Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
-Integrity and transparency: maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
-Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
Core Competencies – behavioural indicators level 1
-Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
-Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
-Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.
-Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
-Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.
Other:
Internals of the Organization and NMS candidates, as well as external female candidates, will be considered as first-tier candidates. This vacancy is also open to second-tier candidates.
The appointment is subject to funding confirmation.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be required for individuals hired on or after 15 November 2021. This will be verified as part of the medical clearance process.



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