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Officer – Operations (Submission Officer)

Organization: VFS Global Services Pvt. Ltd.
Designation: Officer – Operations
Department: Operations
Reports to: Deputy Manager – Operations
Employment Type: Full-time, Contract
Location: 128 East 32nd St New York, 10016 (Onsite)

Overview

VFS Global is seeking a highly organized, detail‑oriented Officer – Operations (Submission Officer) to support visa application processing and overall center operations. This role is responsible for managing the full submission cycle, ensuring data accuracy, delivering excellent customer service, coordinating administrative tasks, and supporting senior staff and operational projects. This is a fast-paced, customer-facing role with opportunities for professional growth.

Key Responsibilities

Visa & Submission Operations

• Scrutinize and collect visa applications, ensuring completeness and accuracy.
• Maintain organized records, databases, and submission documentation.
• Perform timely and error-free data entry and application processing.
• Manage passport logistics and coordinate handovers with consulates, applicants, or logistics partners.
• Adhere strictly to SOPs, compliance requirements, and mandated turnaround times (TAT).
• Respond to applicant inquiries via in‑person interaction, email, or phone.
• Promote and deliver Value Added Services (VAS) and encourage customer feedback.

Customer Service & Front Office

• Provide professional and courteous support to applicants throughout the visa process.
• Handle queries, complaints, and customer issues efficiently.
• Ensure a positive experience and high satisfaction scores at the Visa Application Centre.

Administrative & Office Support

• Assist with event coordination, logistics, scheduling, and general office management.
• Perform data entry, create documents using MS Office/Google Suite, and maintain accurate records.
• Provide personal assistant support to senior staff when required.
• Support internal operational projects, including WB Project tasks.

Compliance, Safety & Sustainability

• Handle cash and bank transactions (if assigned) with 100% accuracy.
• Follow environmental, health, and safety guidelines.
• Support organizational sustainability efforts.

Key Performance Indicators (KPIs)

• Productivity and task completion accuracy
• Customer satisfaction and reduced complaint rates
• Compliance with TAT, SOPs, and training requirements
• VAS conversion performance
• Reduction of processing errors and strong internal certification scores
• Reliable attendance and timely reporting

Qualifications & Experience

Education:

• Minimum: Currently pursuing graduation (12 years of formal education)
• Preferred: Bachelor’s degree or global equivalent

Experience:

• Minimum 6 months in customer service
• 0–12 months in travel & tourism preferred
• Experience in administrative support, data entry, or event coordination is beneficial

Skills & Competencies

Technical Skills

• Basic computer knowledge; proficiency in MS Office and Google Suite
• Strong customer service and communication skills
• Good typing speed and high attention to detail
• Ability to handle queries and complaints effectively
• Process improvement mindset
• Operations, project management, and B2C customer interaction skills

Behavioral Competencies

• Quality and service orientation
• Teamwork and collaboration
• Problem-solving and results-driven mindset
• Effective communication and networking
• Leadership and accountability
• Sensitivity to diversity and customer needs

Additional Requirements

• Fluency in English and local language
• Knowledge of an additional international language is an advantage

Benefits

• Health, dental, vision & life insurance
• Paid Time Off (Annual & Sick Leave)
• Referral Bonus Program
• Commute Benefits Program

Schedule

• Onsite role
• Monday–Friday
• 8‑hour shift (Overtime may be required)

Job Types: Full-time, Contract

Pay: From $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• Associate (Preferred)

Experience:

• Customer service: 1 year (Required)

Language:

• English (Required)

Work Location: In person