View Vacancy – Manager- UKVI Operations – (10/24 PTA)

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.) 
• Oversight of the “Upload” line on the BAM to ensure applications are processed within the SLA
• 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
• Liaise with the Outreach team, internal and external stakeholders concerning visa applications and customer enquiries
• 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  
• Liaison with visa application centres and other DMCs concerning urgent applications  
• 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
• Work closely with the VW allocator to ensure that application on the “resolved not dispatched” line is allocated, printed, and dispatched within the UKVI service level agreement

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 
• General oversight of the Business Activity Monitor (BAM) tool to ensure that no applications go beyond service level agreements 
• 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 with complex enquiries and advising on resolution processes
• Supporting the training of new staff and ensuring all resources are available for effective execution of duties

Office Management/ Special Projects reports

• To provide general office maintenance management by reporting and monitoring maintenance issues immediately to corporate services and ensuring that the UKVI follows the H&S policies
• Responsible for the ordering of office stationery  
• Responsible for the compilation of induction packs for new staff.
• Ensure guidelines are followed for managing absence and attendance records for all staff
• Responsible for the accurate record keeping of absences, TOIL and overtime and to resolve any discrepancies with line management to ensure accurate absence records on HERA
• Oversee the office cleaners in absence of contract manager and supervisor

Administrative Support to Regional Business Management Team

Support the Regional Business Management team who lead delivery of UKVI business objectives in Africa, providing strategic and business planning support to the Regional Manager and Senior Regional Management Team.

• Staff Count Administration. Headcount forecasting. Reporting and administration
• Collation and assurance of all regional returns
• Maintenance of logs, libraries, and shared areas
• Management of travel bookings, visa applications and other travel related duties
• Collation of overtime records for submission to payroll monthly
• Logistic management for RM’s travel – booking tickets and accommodation, processing payment, liaising for transport arrangements
• Ad hoc research requirement and general administrative duties
• Management of the administrative duties for the Rewards and recognition program
• Administrative support to the recruitment and staff movement processes