Operations Officer (P5)

About the role

The Operations Officer (P5) will manage visa application processing and ensure smooth operational flow within the application centre. This role combines data management, customer service, compliance and logistical coordination to support the delivery of visa services.

Key responsibilities

• Scrutinize and collect visa application documents, record and maintain accurate data in the processing system.
• Ensure timely completion of visa applications within the defined Turn Around Time.
• Handle applicant queries via in‑person, email and telephone, providing information on value‑added services and encouraging feedback.
• Process cash and bank transactions in accordance with established procedures.
• Coordinate passport delivery logistics to consulates, applicants and logistics partners.
• Maintain strict compliance with standard operating procedures, manuals and anti‑bribery management system guidelines.
• Support the Deputy Manager/Operations Manager in the execution of World Bank projects.
• Promote sustainable use of natural resources and adhere to the organisation’s environment, health and safety policies.

Required profile

• Strong attention to detail and ability to work with confidential documents.
• Excellent communication skills for interacting with applicants and internal teams.
• Understanding of ethical standards and the importance of integrity in business practices.
• Ability to follow procedural manuals and compliance frameworks.

Required skills