View Vacancy - Manager- UKVI Operations - (10/24 PTA)

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:

Responsible for the daily management of their allocated team of employees.  This position is a rotational role that will require AO manager to rotate within the teams when and where necessary to ensure the efficient running of the operation. The B3 managerial position will oversee one the following teams:

  • Data Processing Unit
  • Special Handling Unit
  • Visa writers and Dispatch team
  • Digital Allocations
  • Enrichment
  • Office Management /Special Projects and reports
  • Administrative support to Regional Business team

Roles and responsibilities:

  • Manage the overall responsibilities of the team with the aim of achieving a cohesive effort in accomplishing the objectives and targets agreed upon within the team and that of the UKVI
  • Effectively lead the team by setting objectives, giving direction, guidance, and continuous feedback to all members
  • Regularly facilitate team meeting to update staff on new developments, process updates and allow team input  
  • Affective resource planning and management to achieve the team’s performance expectations
  • Empower employees to take responsibilities for their key performance areas
  • Manage individual employee performance through an open and consultative process allowing employee contribution in goal setting, reward and recognition and personal development planning
  • Oversee the on-boarding and training of new employees as well as the training and development of members in own team and he is training of stakeholders outside of your team where necessary  
  • Review performance data to monitor and measure departmental productivity and overall effectiveness
  • Complete administrative duties and responsibilities required to ensure the efficient operation of the team
  • Maintain transparent and appropriate communication with other departments and stakeholders in the business through meetings, written and interpersonal communications
  • Ensure that all concerns, queries, or complaints raised by stakeholders within and outside UKVI is investigated and resolved
  • Actively participate in the continuous improvement of processes to maintain accuracy and improve efficiency
  • Prepare and maintain transparent reports that provides oversight of the team’s activities in support of business needs
  • Actively participate in problem solving sessions by providing innovative solutions.
  • Perform other duties and responsibilities as assigned to you by line management

Data Processing Unit

  • Make sure that the team is up to date with relevant OPI’s (Operations Process Instructions) and important changes
  • Take lead on the quality assurance project for all overseas Decision-Making Centres (DMCs) 
  • Conduct all HR related duties (including recruitment, selection, training) Manage poor performance and staff adherence (late coming, leave, etc.) 
  • Oversight of the “Upload” line on the BAM to ensure applications are processed within the SLA
  • Monitoring the DPU data entry and Biometric Inbox Recording Internal and External errors
  • Manage and update the data integrity Spreadsheet and commercial partner returns
  • Report any outstanding check results to FO Global Support office for handling
  • Liaise with the Business Management Team (BMT) reporting/escalating incidents relating to the Commercial partner
  • Conducting 10% audit checks

Special Handling Unit

  • Management and support of the SHU team operations and ensuring a quick efficient service to all customers 
  • Oversight of all logs, MP, PAP and related queries to ensure the UKVI service level agreements are met
  • Compilation of accurate statistical performance data returns in line with management needs
  • Liaise with the Outreach team, internal and external stakeholders concerning visa applications and customer enquiries
  • Support the team on complex queries that require escalation and input from the ECM or other parts of the operation 
  • Conducting audit checks on all mailboxes  
  • Liaison with visa application centres and other DMCs concerning urgent applications  
  • Dealing with ad-hoc requests from the SHU ECM  

Visa Writers

  • Ensure necessary legal documents are signed as per the UKVI requirement
  • Have an oversight and conduct regular audit of all logs to ensure accurate data capturing and completed
  • Attend to queries received within the UKVI Pretoria as well as Sheffield ad Croydon
  • Maintain an accurate error log for the VW team
  • Work closely with the VW allocator to ensure that application on the “resolved not dispatched” line is allocated, printed, and dispatched within the UKVI service level agreement

Digital Allocation Team

  • Actively participate in the testing and implementation of global standard operating procedures for the digital allocation of work to ensure global compliance
  • Establish and maintain relevant controls and reports to monitor the daily functioning of the allocation team. 
  • Build and develop a strong working relationship with stakeholders within the business and with the commercial partner 
  • General oversight of the Business Activity Monitor (BAM) tool to ensure that no applications go beyond service level agreements 
  • Managing the commercial partner licences, training, access and resetting of passwords 
  • Liaising with the commercial partner regarding scanning errors for resolving, tracking, and reporting  
  • Conducting monthly audits on allocation processes to identify and address any non-compliance 

Enrichment

  • Providing daily operational and staffing updates to the ET ECM
  • Conducting 10% audit checks
  • Supporting the ET team with complex enquiries and advising on resolution processes
  • Supporting the training of new staff and ensuring all resources are available for effective execution of duties

Office Management/ Special Projects reports

  • To provide general office maintenance management by reporting and monitoring maintenance issues immediately to corporate services and ensuring that the UKVI follows the H&S policies
  • Responsible for the ordering of office stationery  
  • Responsible for the compilation of induction packs for new staff.
  • Ensure guidelines are followed for managing absence and attendance records for all staff
  • Responsible for the accurate record keeping of absences, TOIL and overtime and to resolve any discrepancies with line management to ensure accurate absence records on HERA
  • Oversee the office cleaners in absence of contract manager and supervisor

Administrative Support to Regional Business Management Team

Support the Regional Business Management team who lead delivery of UKVI business objectives in Africa, providing strategic and business planning support to the Regional Manager and Senior Regional Management Team.

  • Staff Count Administration. Headcount forecasting. Reporting and administration
  • Collation and assurance of all regional returns
  • Maintenance of logs, libraries, and shared areas
  • Management of travel bookings, visa applications and other travel related duties
  • Collation of overtime records for submission to payroll monthly
  • Logistic management for RM’s travel - booking tickets and accommodation, processing payment, liaising for transport arrangements
  • Ad hoc research requirement and general administrative duties
  • Management of the administrative duties for the Rewards and recognition program
  • Administrative support to the recruitment and staff movement processes

Resources managed (staff and expenditure):

Team of 8 and above

  • IT Skills, well versed in Microsoft office package, specifically excel
  • Display strong organisational, analytical and time management skills
  • Required to function in a team and work collaboratively with colleagues in a dynamic environment
  • Previous experience in managing a team in a collaborative environment with various stakeholders in the business
  • Proficient to strong command in English
Changing and Improving, Leadership, Making Effective Decisions, Seeing the Big Picture
2 May 2024
Executive Officer (EO)
Permanent
36.5 hours
Africa
South Africa
Pretoria
British High Commission
1
R 380,918.20 (per annum)
1 July 2024

Learning and development opportunities (and any specific training courses to be completed):

  • Mandatory in-house courses if successful

The British High Commission pays in full for the Key Care Plus option on Discovery Health for staff including spouses/partners and dependants.

  • Once you have successfully completed your probation the British High Commission will contribute 9% of your monthly salary to a Provident Fund.
  • Annual leave entitlement of 25 days
  • Working hours per week of 36.5 hours
  • Please complete the application form in full as the information provided is used during screening
  • Please check your application carefully before you submit, as no changes can be made once submitted
  • The British High Commission will never request any payment or fees to apply for a position
  • Employees recruited locally by the British High Commission in Pretoria are subject to Terms and Conditions of Service according to local employment law in South Africa
  • All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit
  • The responsibility lies on the successful candidate to;
  • Obtain the relevant permit
  • Pay fees for the permit
  • Make arrangements to relocate
  • Meet the costs to relocation 
  • The British High Commission do not sponsor visas/work permits except where it may be local practice to do so
  • Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount
  • Information about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles. Please note:  AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5
  • Reference checking and security clearances will be conducted on successful candidates
  • Appointable candidates who were unsuccessful may be placed on a ‘reserve list’.  If during the reserve period of 6/12 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate”.
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.