Job Purpose and Scope:
The Operations Officer will act as the Single Point of Contact (SPOC) for external clients, ensuring the smooth execution of visa, immigration, and government-related services provided by the PRO team. While the PRO team will handle the core operational tasks (visa processing, work permits, legal documentation, etc.), the Operations Officer will manage client communication, track progress, and ensure that all processes are completed accurately and on time. This role focuses on maintaining strong relationships with clients, addressing their queries, and ensuring a seamless service delivery experience.
Key Responsibilities:
Client Relationship Management:
- Serve as the main point of contact for clients.
- Act as the liaison between the client and the PRO team, ensuring that all client requirements are clearly communicated and met.
- Regularly update clients on the status of their visa applications, work permits, and other government services.
- Address client concerns and queries promptly, providing guidance and solutions where needed.
Process Coordination & Monitoring:
- Ensure smooth communication and coordination between clients and the PRO team for all visa, immigration, and government-related processes.
- Track the progress of applications, permits, and other documentation to ensure timelines and client expectations are met.
- Oversee the smooth handover of client documentation to the PRO team for processing, and ensure follow-ups are conducted as necessary.
- Monitor the status of applications and proactively inform clients of any delays, issues, or required actions.
Client Communication & Updates:
- Provide regular updates to clients on the progress of their visa applications, work permits, and other government-related tasks.
- Ensure clients are informed of any additional steps or documents needed for the successful completion of their requests.
- Manage and resolve any issues or escalations that arise during the processing of services.
- Documentation & Compliance Assurance:
- Ensure that all client documentation is complete, accurate, and submitted on time to the PRO team.
- Maintain an organized record of client files, ensuring that all relevant details are up-to-date and easily accessible.
- Coordinate with the PRO team to ensure that all required documents are processed in compliance with UAE regulations.
Service Delivery Monitoring:
- Monitor the overall service delivery process to ensure that clients receive timely and high-quality services.
- Track key service metrics and client satisfaction levels, making recommendations for process improvements when necessary.
- Work closely with the PRO team to identify potential bottlenecks in the process and work together to resolve them efficiently.
- Reporting & Feedback:
- Generate regular reports on the status of client requests and service delivery progress.
- Gather client feedback to continuously improve the client experience and the efficiency of the services provided.
- Additional responsibilities as requested by the Manager/Department.
Qualifications & Skills:
- Bachelor's degree in Business Administration, Communication, or a related field (preferred).
- 3+ years of experience in client relations, customer service, human resources or a similar role, preferably in a PRO services or visa processing environment.
- Basic understanding of UAE visa processes, work permits, and government regulations is beneficial but not mandatory.
- Excellent verbal and written communication skills in English
- Strong interpersonal skills with a focus on delivering exceptional customer service and building long-term client relationships.
- Ability to manage multiple client requests simultaneously, ensuring all tasks are completed on time and to the client's satisfaction.
- Proactive approach to identifying and resolving issues before they affect client satisfaction or service delivery.
Please note, we check all job applications & only suitable candidates will be contacted within 05 working days. If you are not contacted by us within that time frame, please consider your application unsuccessful on this particular occasion.
