Visa Support Assistant (KVAC)

Introduction Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move. IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration Internal and external candidates will be considered for this vacancy. For the purposes of this vacancy, internal candidates are defined as staff members holding a regular, fixed-term or short-term graded or ungraded contract, including Junior Professional Officers (JPOs), staff on Special Leave Without Pay (SLWOP), UN Volunteers with at least twelve (12) months of continuous service in IOM, and staff members on secondment/loan released by the Organization, unless otherwise specified in their contract. Staff members holding a regular, fixed-term or short-term graded contract will not retain their contract type if appointed to an ungraded position. Organizational Context and Scope In support of the Embassy and Consulate of the Republic of Korea (ROK) in Berlin, Germany, IOM will be providing administrative visa-related services among Korea Visa Application Centres (KVAC) in Europe, aimed at making the visa application process more timely and convenient. Under the overall supervision of IOM London, UK Project Coordinator and operational supervision of the KVAC Team Leader in Berlin, Germany, the Incumbent will provide administrative support for day-to-day operations of the KVAC operated by IOM. 1. Provide dignified, service excellence to visa applicants in strict compliance with the requirements and service standards of the Government of ROK. 2. Verify the identity of visa applicants and delegates in strict compliance with the required procedures of the Government of ROK. 3. Provide visa applicants with accurate and timely information to include distribution of relevant forms and checklists; provision of information in the local language to visa applicants and delegates in person, as well as via phone and email and offer and assist with value added services, as requested. 4. Assist in collecting visa applications and sorting the required documentation. Ensure the completeness and correctness of visa application forms, conduct completeness check of supporting documentation and sort documents according to the relevant checklists while guiding applicants on how to acquire any missing documents. 5. Input accurate visa application data into the IOM case management system and the ROK visa portal. Generate receipts and invoices, carefully track passports and documentation via QR and/or barcode scans and quality check supporting documentation. 6. Verify correct payment of all fees and accurate issuance of invoices. Conduct a daily reconciliation of collected fees and invoices while ensuring secure storage of petty cash, if any. 7. Conduct document verification of the assigned visa application cases and report on the findings, in strict compliance with the requirements and regulations of ROK Government and Embassy. 8. Assist in the preparation and distribution of timely and accurate reports to management. Conduct regular quality checks of collected applications and fees and generate daily reports for received calls, call-backs and missed calls. 9. Manage application and passport logistics in close coordination with the designed courier company, facilitating the secure transfer of visa applications and passports. Ensuring proper sorting and counting of applications and passports and accurate handover and receipt from the designated courier company. 10. Develop and maintain an expertise in use of all ICT solutions, including the IOM case management system, the ROK visa portal, the appointment scheduling system and the passport tracking module. 11. Immediately inform management of any problems or issues related to daily operations, security issues, systems and software issues and beneficiary feedback and make recommendations for improvement. 12. Perform any other related duties that may be assigned by the team leaders or programme management. Required Qualifications and Experience Education University degree in Business Administration, Client Services, Social Science or a related field from an accredited academic institution and two years of relevant professional experience; or High school degree with four years of relevant professional experience Accredited Universities are those listed in the UNESCO World Higher Education Database. Experience Experience in migrant-related programmes OR visa related services; Experience in customer service. Experience in administration Skills Excellent computer skills Languages All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish). For this position: Fluency in English is required. Fluency in Korean language required. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. Additonal information: The position is expected to be in the office, 5 days a week. 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 five 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. Empathy : Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies – behavioural indicators Teamwork : Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results. Delivering results : Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes. Managing and sharing knowledge : Continuously seeks to learn, share knowledge and innovate. Accountability : Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work. Communication : Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way. Managerial Competencies – behavioural indicators (applicable only if with direct reports) Leadership : Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential. Empowering others : Creates an enabling environment where staff can contribute their best and develop their potential. Building Trust : Promotes shared values and creates an atmosphere of trust and honesty. Strategic thinking and vision : Works strategically to realize the Organization