The OIC for Documentation Department is responsible for the team of Documentation Officers in handling the review, scheduling, and submitting passport and visa applications to align with the clients travel plans and objectives.
Responsibilities:
1.Visa and Passport Application and Handling
- Understand visa and passport requirements as well as local and international travel rules and restrictions in relation to the travel plans of a client.
- Check and evaluate submitted application requirements before travel.
- Advise the clients regarding incomplete documents and follow-up submission of any documents still needed before deadlines.
- Schedule timely appointments for clients at embassies based on the clients travel plans.
- File appropriate visa applications.
- Organize client documents according to the embassy requirements prior to the scheduled interview of the applicant.
- Assist and orient the clients when they are required to personally appear at an embassy.
- Follow up with the different embassies regarding visa applications and keep clients apprised of the status of their applications.
- Pick up documents at embassies on behalf of clients whenever necessary.
- Keep updated on the latest relevant visa processing procedures and fees.
2. Transactional Recording
- Send e-mail instructions to the Accounting Department within the first 24 hours to bill clients for finalized booking.
- Send to the Accounting and Finance Department all proof of transactions for proper and timely billing
3. Client Relations
- Answer completely and accurately all inquiries regarding passport and visa requirements.
- Serve as the point person to clients for all queries, updates, and action plans related to their travel documents.
4. People Management
- Monitor the workload and productivity of the team, delegate and distribute work to improve overall teamwork and performance.
- Regularly check the quality of work of team members and their compliance with company standards. Guide team members with difficulty understanding procedural aspects of the job.
- Ensure coordination and alignment of the team of all plans and actions related to handling clients.
- Monitor team compliance of policies and procedures and recommend disciplinary action when necessary.
- Serve as first-level approver of leaves, shift-changes, overtime, or undertime. Work with managers to ensure shifts are adequately staffed and business continuance is guaranteed.
- Recommend training for teammates
- Coordinate with management regarding staff or client issues
Competencies:
- Good working knowledge of travel operation and excellent knowledge of visa requirements, local and international travel restrictions and rules for entry and exit.
- Excellent attention to details
- Keen understanding of customer needs and service
- Licensed motorcycle driver preferred
Qualifications:
- Degree in business, travel and tourism, or any professional disciplines
- Minimum of 1 year of experience in the travel industry handling visa documentation
