Offsite Visa Application Center (VAC) Manager

Job description

Position Description CGI Federal has been awarded the U.S. Department of State’s Bureau of Consular Affairs Global Support Strategy (GSS) program, under GSS 2.0. Under this program, CGI Federal provides essential consular support services to U.S. embassies and consulates worldwide. CGI Federal has been awarded a contract from the U.S. Department of State to implement the Global Support Strategy (GSS) program in India and Bhutan. The GSS contract will provide support services for nonimmigrant and immigrant visa and ACS operations at United States Consulates and Embassies, including but not limited to public inquiry services, appointment services, fee collection services, document delivery services and offsite data collection services. The VAC Manager will serve as the primary source of information, monitoring, and reporting for fee collection services, document delivery, offsite data collection services, greeter services, information services, and appointment services. The primary areas of responsibility include: vendor management; stakeholder coordination; Management of Contractual requirement and additional responsibilities under the purview of the Task Order Manager. The VAC Manager will ensure that the highest quality of customer service is provided to our clients in the country or region of responsibility. Supervision will be provided by the Task Order Manager. However, this position requires significant ability to operate and excel independently. Your future duties and responsibilities - Vendor Management - Coordinate with respective vendors to ensure processes are followed as stipulated in the Contract / TOR. - Stakeholder Coordination - Coordination with the U.S. Embassy or Consulate on an as needed basis. - Management of Contractual requirements - Information Services - Assist with updates to the GSS website as needed and directed by the Task Order Manager. - Periodically review website content for accuracy of information. - Review applicable call center scripts to ensure that all updates are incorporated appropriately. - Ensure that email templates or canned responses are up to date and accurate. - Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe. - Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested. - Manage the Interactive Voice Response (IVR) and the recordings in place by periodically reviewing the recordings to ensure they remain accurate. If updates are required, the VAC Manager will work with the Task Order Manager to ensure they are recorded within a reasonable timeframe. - Conduct onsite audits where feasible to ensure call canter operations are being conducted within established guidelines. - Create new canned responses as the need arises. - Appointment Services - Ensure compliance with all established processes and adherence to defined Service Level Agreements (SLAs). - Ensure Atlas functions as required and promptly escalate any issues or exceptions identified. - Monitor VAC appointment availability to ensure sufficient capacity is maintained to meet Post demand. - Periodically review Post appointment allocations and proactively notify the Post of any shortages or unavailability of slots in high-demand categories. - Ensure the Post allocates appointments up to six months in advance. - Track appointment allocations against receipts purchased to ensure appointment supply aligns with applicant demand. - Assist the Post in generating reports and analyses as required. - Monitor wait times at the Post and provide timely updates and recommendations as needed. - Engage with the Post during meetings to understand future demand forecasts and support advance planning of VAC operations. - Coordinate with the U.S. Embassy or Consulate, as required and with prior approval from the Task Order Manager, on appointment-related matters such as rescheduling due to closures or other operational requirements. - Provide training to U.S. Embassy or Consulate staff on appointment management functionality within Atlas. - Document Delivery Services - Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP. - Monitor document delivery incidents and ensure timely reporting on resolution. - Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines. - Monitor the ageing report regularly to ensure it is accurately updated and maintained. - Take all possible measures to ensure timely passport delivery and minimize the return of passports to the Post. - Ensure that all undelivered passports are returned to the Post within the stipulated 14-day timeline, along with proper documentation and records. - Coordinate and follow up with the courier vendor to ensure undelivered passports are returned promptly to the respective VACs. - Ensure that proof of delivery (POD) and related delivery documentation are securely stored and retained for a minimum period of one year. - Fee Collection Services - Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies. - Complete daily reconciliation of amounts swept versus receipts created. - Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines. - Ensure strict compliance with all existing processes and adherence to defined Service Level Agreements (SLAs). - Notify banking vendors promptly in the event of any change in exchange rates and ensure the revised rates are implemented from the effective date. - Greeter Services - Manage and provide leadership to the team of greeters. - Ensure that the appropriate number of greeters are present as required. - Ensure greeter equipment is in good condition to support the applicant c