Senior Officer, Operations (Japanese Speaking)

Company Overview

VFS Global is the world's largest outsourcing and technology services specialist for governments and diplomatic missions. Operating in 147 countries, it manages visa, passport, and citizen services to enhance customer experience with automated, seamless processes.

Job Summary

You will manage visa application processing in Japanese, ensuring accurate document scrutiny, data entry, and customer service while maintaining compliance with procedures and delivering services within mandated timelines.

Responsibilities

• Scrutinize and collect visa applications using Japanese language skills to ensure accurate processing
• Respond to customer and applicant queries in Japanese via email, telephone, or in person to resolve issues effectively
• Handle cash and bank transactions with 100% accuracy when assigned to maintain financial integrity
• Record and maintain all application data accurately and enter information into systems promptly with zero errors
• Manage administration and logistics for passport delivery to consulates, applicants, and logistics companies efficiently
• Comply strictly with standard operating procedures and manuals to maintain process integrity
• Inform applicants about available Value-Added Services and ensure their delivery to enhance customer satisfaction
• Encourage applicants to provide feedback on services and overall experience to support continuous improvement
• Complete all processing steps within mandated Turn Around Time to meet service standards
• Assist Deputy Manager/Operations Manager in executing WB Project to support operational goals
• Promote judicious use of natural resources in daily operations to support sustainability
• Adhere to environmental health and safety policies and guidelines to maintain a safe workplace

Required competencies and certifications

• Certified in JLPT N1 - Japanese Language Proficiency Test

Preferred competencies and qualifications

• Demonstrated ability to communicate effectively with stakeholders to achieve business results
• Proven drive to plan and deliver results despite obstacles and setbacks
• Ability to adapt and work inclusively with diverse identities and unfamiliar business situations
• Aptitude for consistently satisfying internal and external customers
• Capacity to collaborate effectively within teams to achieve tasks
• Ability to conduct internal audits aligned with SOPs, identify process gaps, and report issues timely
• Knowledge and skills in project management to plan, organize, motivate, and control resources and procedures
• Experience in selling and business development, including understanding customer requirements, promoting products, networking, market study, and proposal writing
• Competence in VAC operation management, including adherence to brand manuals and SOPs, managing escalations, shift scheduling, manpower budgeting, forecasting, and strong oral and written communication