View Vacancy - Customer Account Manager (Trade & Investment)

The British Government is an inclusive and diversity-friendly employer.  We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.
Other British Government Departments (Partners across Government, including UK Visas)
UKVI (UK Visas and Immigration)

Main purpose of job:

UK Visas and Immigration (UKVI) is responsible for delivering the United Kingdom’s visa service.  UKVI operations deliver a secure UK border that fully supports the UK’s growth and prosperity agendas; our role is to deliver a secure visa operation with excellent and innovative customer service is at the heart of UKVI visa operations.

UKVI’s South and South East Asia Region (SASEA) is headquartered in New Delhi and is responsible for UK visa operations in India and 11 other countries across this wide and varied region. There are two decision making centres - in New Delhi and Chennai – with UKVI staff also based in Sri Lanka, Bangladesh, Thailand and Vietnam.  The region has over 200 members of staff, and processes over 500,000 visa applications submitted at the network of VFS-Global managed Visa Application Centres (VACS) across the region.

The Customer Account Manager jobs are new roles designed to support and enhance UKVI’s customer experience. The jobs will be based in New Delhi and the successful candidates will work within the new Customer Team, line managed by the Business and Growth Manager. There will be three Customer Account Manager (CAM) roles – aimed at three separate sectors: education, trade & investment, business and tourism.

This recruitment is for the Trade and Investment sector.

The CAM roles are to proactively manage UKVI’s relationships with key partners in each sector. The objective is to support, improve and innovate UKVI’s customer service offer and to promote effective and efficient visa processing, whilst offering UKVI’s partners a range of flexible, value-added products and information service that meet the sector’s requirements.

Each job holder will need to be an effective communicator able to work within a rules based operation whilst able to innovate and identify opportunities for customer service improvements.  

Each job holder will be exposed to a wide range of UKVI and HMG priorities, including proactive and regular contact with key stakeholders across the region – from the most senior downwards. You will be representing UKVI and its partner departments at the British High Commission; and will thus be exposed to unique issues, giving the job holder excellent development opportunities as the job combines relationship management, operational delivery, stakeholder engagement and delivering excellent customer service. 

Each job holder will need knowledge of UKVI, the Immigration Rules and VFS’s work in order to answer specific queries and provide guidance to UKVI’s partners.  The job holder will be required to manage preferred-partner schemes and develop strategic partnerships to help achieve organisational objectives. The job holder will be required to contribute to a range of meetings, reports, presentations and briefings to internal and external partners and managers; therefore excellent interpersonal, presentational and drafting skills are essential.

This is role is necessarily wider than UKVI, providing a broader set of responsibilities during a critical period for the UK’s commercial and wider prosperity footprint in India, a priority market. The Department of International Trade (DIT)’s role is to encourage and support UK businesses to export overseas, and to overseas companies to look at the UK as the best place to set up or expand their business. Improving trade and investment links with India is a UK Government priority. The Indian Government is opening up major opportunities and there is a determination to see a major expansion in bilateral trade and investment. India is the third largest investor in the UK, and skilled migration a critical issue for its high growth, world-leading companies.

Roles and Responsibilities:

Relationship management

  • Lead officer to support partners and key stakeholders within the business / education / tourism sector.
  • To develop effective partnerships that meet UKVI’s customer service priorities within the sector and the needs of the relevant geographical locations across SASEA region.
  • Ensure that customer service initiatives balance customer service excellence with UKVI Decision-Making-Centre (DMC) operational efficiencies.
  • To develop a commercially aware relationship with VFS Global, as well as lead DMC officers with responsibly for VFS performance monitoring, to ensure VFS Added Value Services support customer needs, are innovative, commercially aware and meet relevant CAM objectives.
  • Work in close conjunction with UKVI managers (and Partners-Across-Government colleagues (PAG) to ensure all feedback on UKVI’s performance is escalated and addressed at the relevant level.
  • Develop and maintain professional relationships with FCO and PAG colleagues across relevant FCO missions to enhance CAM delivery.

Customer Account Management

  • Gain a clear insight in to the travel and visa needs of UKVI’s key partners, using feedback gained to drive customer improvements and support DMC processing efficiencies.
  • Develop and maintain professional, integrity-aware, commercially-aware relationships with relevant partners to achieve UKVI’s CAM objectives.
  • To work with the DIT and wider team to account manage (from a policy and delivery perspective) key investor accounts and wider trade/investment stakeholders.
  • Plan, review and manage all relevant preferred-partner and strategic relationships with relevant partners; ensuring all preferred-partner schemes meet UKVI’s guidelines, address UKVI’s border security threats and deliver strong customer service to UKVI’s preferred partners – all via close cooperation with DMC operational managers.
  • Deliver an effective flow of information about UKVI & VFS services to key partners to meet their needs when applying for UK visas – ensuring all information shared is accurate, up to date and compliant with DPA legislation.
  • Knowledge: the job holder must hold an up to date understanding of DMC operational requirements, the VFS-UKVI commercial contract, as well as accurate insights into key partner’s customer expectations.

Outreach

  • Plan, deliver and review UKVI presentations to internal and external stakeholders; ensuring all messaging is professional, timely and accurate and fully supports UKVI’s CAM objectives.
  • Run specific migration/visa-focussed campaigns and consultations with Indian business and stakeholders, reporting back findings to influence policy.
  • Attend meetings, monitor inboxes and deliver day-to-day contact with all relevant partners and stakeholders - ensuring all activity meets joint needs of both parties.
  •  Ensure all relevant information about visa processing, service standards, added value services and Immigration Rules Changes are shared with partners and key stakeholders.
  • In conjunction with the Home Office Communications Manager based in Delhi ensure all relevant corporate messaging is published and promulgated.
  • CAM’s will work in close conjunction with the UKVI senior management team, HO Communications Manager, FCO staff and the 4 x UKVI Country Managers based outside of India to ensure best use of human and financial resources.

Other

Each CAM role may also include functional responsibilities including:

  • UKVI lead for Customer Service Excellence accreditation.
  • Ensuring a minimum quarterly review of all VFS VAC websites to ensure consistency and accuracy.
  • maximising opportunities to hold virtual outreach via IT solutions.
  • Monitoring SITEL feedback and Access UK updates – ensuring feedback is actioned within the relevant CAM role.

Essential on arrival:

  • Demonstrable evidence of being a self-starter and taking personal responsibility for successful outcomes.
  • Fluent command of English (written and spoken) – including the ability to chair meetings and speak in public to large and small audiences.
  • Excellent communication and people-friendly interpersonal skills.
  • The ability to represent UKVI to internal and external partners.
  • The ability to work in close partnership with multiple stakeholders and work colleagues.
  • Excellent computer skills (MS Office, accessing databases & web based applications).
  • The ability to work as part of a large team and work under pressure to meet challenging targets.
  • A positive, can do attitude and attention to detail.

Language requirements:  

Language: English 

Level of language required: fluent-written and verbal

Desirable: 

  • An understanding of the UK immigration operation
  • A background in project delivery or project management
  • A background in corporate communications

24 January 2019
Higher Executive Officer (HEO)
Permanent
40
South Asia & Afghanistan
India
New Delhi
British High Commission
1
INR
INR 94,405 per month plus 12% provident fund and 6% Superannuation Fund
1 March 2019

SALARY PACKAGE

For British High Commission (BHC) candidates, the Local Staff BHC Terms & Conditions will apply. 

For other than BHC candidates, salary will be INR 94,405 per month plus 12% provident fund and 6%  Superannuation Fund. 

Additionally the BHC offers a great benefits package that includes annual domiciliary medical cover, plus a Group Hospitalisation Scheme with Rs. 500,000 floater cover for your immediate family.   

The BHC is recognised as a good employer, with a robust, fair and transparent performance management & appraisal system linked to increments and staff bonuses. We have a 5-day working week, plus annual leave, public holidays, maternity leave provision, special leave, paid sick leave provision; ample development opportunities, travel opportunities, a good organisational culture, and excellent work/life balance.   

Around half of our work force is women.  We treat people with respect and equality and have a policy of zero tolerance for any form of discrimination, bullying, or harassment.  

This is a good opportunity to be part of a strong, diverse team, working in the biggest network that FCO has anywhere across the globe.  We are aiming to make it the best.

Any other information

This role involves official travel within India (and possibly outside of India). The successful applicant must be able and willing to travel in order on duty. All travel will be pre-planned to ensure a sensible work / life balance that matches the needs of the office and the individual.

To Apply:

Please note applications without (a)(b) and (c) will not be considered.

  • Complete the Online Job Application Form.
  • Complete the motivation segment in the Online Application Form and the competency questions.
  • Attach a detailed CV.

Internal candidates applying for this position need to upload their appraisal forms for the previous 2 years (if applicable) and also inform their current line managers. Else the application will not be considered.

We will accept only online applications by ­­“24th January, 2019” midnight. 

  • Applicants who do not have the required qualification & experience should kindly abstain from applying, as their applications will not be considered.
  • Only shortlisted candidates will be contacted and no telephone enquires will be dealt with.
  • The appointment will be subject to Police Verification and other checks including references, educational and professional. 

We welcome all applications irrespective of age, race, colour, gender, disability, sexual orientation, religion, belief or creed. We are also open to applications from people who want to work flexibly.

Learning and development opportunities

The job holder will be exposed to unique issues, inside and outside UKVI, giving the job holder excellent development opportunities as the job combines relationship management, operational delivery, stakeholder engagement and delivering excellent customer service.  

UKVI offers a comprehensive induction and development programme based upon business need and individual staff requirements. Development opportunities will be discussed with the successful applicant.   

The successful applicants will be expected to pass UKVI’s low-risk decision making (ECO) course.

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

This opportunity is closed to applications.