Reference Number: SVN2024-001 (3 positions)
Position Title: Client Service Assistant
Duty Station: Accra, Ghana
Classification: G4
Type of Appointment: Special Short-Term Graded, Six (6) Months with possibility of extension
Estimated Start Date: As soon as possible
Closing Date: 20th February,2024
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 non-governmental 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 more timely and convenient.
- Under the overall supervision of the CVAC Project Coordinator and direct supervision of the CVAC
- Team Leader and Sub-Regional Coordinator programmatically and directly to the Chief of Mission administratively, the incumbent will provide administrative support for the CVAC operated by IOM.
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;
- 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;
- Compliance with IOM Staff Rules and Regulations and with all IOM Policies including: “IOM Standards of Conduct”, “IOM Policy for a Respectful Working Environment”, “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”, “IOM Confidentiality Agreement”, “IOM Data Protection Principles”, “IOM Information Security Policy”;
- Perform any other related duties that may be assigned by the Team Assistant or VAC Management
Required Qualifications and Experience:
Education
• University degree in Business Administration, Political or Social Sciences, International Relations with two years of relevant professional experience
Experience
• Experience in managing a team.
• 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
Skills
- Knowledge in customer service
- Knowledge in basic ICT
Languages
REQUIRED
• For all applicants, fluency in English is required (oral and written).
DESIRABLE
• Working knowledge of French and other local languages.
Competencies
- The incumbent is expected to demonstrate the following values and competencies:
- VALUES – All IOM staff members must abide by and demonstrate these five values:
- Inclusion and respect for diversity: Respects and promotes individual and cultural differences.
Encourages diversity and inclusion.
- Competencies and respective levels should be drawn from the Competency Framework of the Organization.
- 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.
- Courage: Demonstrates willingness to take a stand on issues of importance.
- Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.
CORE COMPETENCIES – Behavioural indicators – Level 2
- 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 actions and delegated work.
- Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.
IOM’s competency framework can be found at this link: https://www.iom.int/sites/default/files/about-iom/iom_revised_competency_framework_external.pdf
Competencies will be assessed during a competency-based interview.
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.
Vacancies close at 23:59 local time Accra, Ghana on the respective closing date. No late applications will be accepted.
How to apply:
Interested candidates are invited to submit their applications directly to accravacancies@iom.int by 20th February 2024 at the latest, specifying the vacancy reference number SVN2024-001 and the candidate’s full name in the subject line.
Only shortlisted candidates will be contacted.
Posting period:
From 07.02.2024 to 20.02.2024
No Fees:
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.