Operations Assistant

Under the overall supervision of the Chief of Mission and the direct supervision of the Head of Operations & Migrant Services the Incumbent will conduct day to day operations of the OMS unit including the following activities:
 

1. Provide operational assistance to the Operations & Migrant Services unit in carrying out immigration & visa services (IV) in relation to Document Verification Solutions (DVS) program, especially conduct DIV as per SOP’s and established procedures, Compilation of reports on related data, conduct site visits and related tasks, flag discrepancies and concerns related to verification requests 
2. Provide operational assistance to the other IV programs conducted by the unit including family reunifaction services, migration consultancy, pre-departure / cultural orientation, immigrant interviews and other related operational solutions 
3. Conduct resettlement & movement operations as per established guidelines. 
4. Compile and design proposals, concepts notes, promotional presentatons etc. on new initiatives decided by the head of operations, explore and research for new initiatives through regular pathways and other IOM objectives as suited
5. Conduct migrant training activities as required. 
6. Provide client service excellence to applicants at all times, in full compliance with the regulations and service standards of IOM.
7. Provision of information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, and in person; assistance and guidance with value added services. 
8. Collect physical applications and sort the documents: verification of completeness and correctness of application forms; completeness check of the supporting documents also in remote; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete.
9. Input migrant application data: maintain and expert user level with IOM’s application management software, verify quality check of received data and generated data.   
10. Delivery and collection of applications and related documents: secure transfer of the applications to/from the relevant embassy / high commission; sorting and counting of applications and documents; secure return of documentation to applicants and ensure safe delivery to applicants through established SOPs.
11. Immediately inform the head of operations & migrant services of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement. 
12. Perform any other related duties that may be assigned. Education
    • University degree in Business Administration, Client Services, Social Science or a related field from an accredited academic institution with two (2) years of professional experience in the related field; or
    • Minimum Four (04) years of related work experience with High School Diploma.

      Accredited Universities are those listed in the UNESCO World Higher Education Database.   Experience

      • Experience in international relations, consular and immigration services is highly desired.
      • Previous experience in handling/managing documents, working in a migrant support set up and liaising/working with international organizations in a multi-cultural setting will be advantageous.
      • Previous experience in movement operations and transportation-related tasks will be an advantage.
      • Experience in migrant-related programmes or visa related services.
      • Experience in research and client services Skills
        • Familiarity in MS- office and other related office software – especially related to document scanning / e-filing is required as well as presentation compilcation and presentation skills
        • Ability to maintain a professional appearance, in migrant friendly demeanour always.
        • Flexibility and ability to work long hours with minimum supervision. 
        • Commitment & dedication to the task.
        • Reliability, teamwork, communication skills as well as a pro-active approach and a willingness to learn is required. Languages
          • Fluency in English and Sinhalese / Tamil is required; Fluency in all three languages is advantageous. IOM’s official languages are English, French and Spanish. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.   Required Competencies   IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.   Values - all IOM staff members must abide by and demonstrate these three values:
          • Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
        • Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
      • Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
    • Courage: Demonstrates willingness to take a stand on issues of importance.
13. Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies – behavioural indicators
14. Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.