Operations Manager
VFS Global LLC
Total years of experience :7 years, 3 Months
Liaise with diplomatic missions the assigned process note, defining the company (Standard Operating Procedure) and develop the strategy of the (Work Instruction Manual) according to mission needs and signed contract.
Contribute work side - by side with projects dept. and related dept.’s on the project charter of each mission initiation or setup optimizing all adequate resources ensuring a satisfactory roll out of the project on an agreed timelines ensuring diplomatic missions and client satisfaction.
Train and communicate to staff (Company standards and polices - standard operating procedure - work instruction manual - Schengen visa knowledge bank - system application and company/ mission updates and induct weekly meeting with staff discussing improvements achieved, deficiencies and way to improve). Develop operating procedures and processes to ensure effective and efficient flow of operations.
Supervising, controlling, auditing and assisting the daily entire flow of operations as per developed operating procedures for each mission.
Maintain efficient and immediate alternative action in case of risks and sudden chaos as per maintained BCP (Business Continuing Plan) to ensure safe business continuity.
Run daily, monthly, quarter year and annual reports to asses and analyze general statistics on visa counts, service level agreement SLA’s and VAS value added services achievements and plan milestones for better business developments, expanding the scope of corporation and profit .
Analyze and adjust a plan with coordination with the management and all departments related to operations to improve service level agreement & value added services if required.
Audit and maintain the quality of service served to diplomatic missions and applicants using certain quality methods in terms of delivering creditability such as voice of mission surveys customer surveys where it defines the level of service standings.
Induct regular meetings with diplomatic missions to strengthen the bond of corporation and entire relationship.
Establish projects using techniques of “Six Sigma-WB” which is a set of techniques to eliminate process failure and acquire improvements.
Interact strongly and very efficiently with IT and system development dept. in case of a hardware issue, application error ect.
Develop and enhance theoretically all system applications through change requests sent to development team and review the logic understanding of the amendments and induct UAT on new/ modified objects ensuring a positive system software implementation.
Assist Regional deputy GM in all operational tasks.
Contributed the compliance of ISO 9001 (Quality Management), ISO14001 (Environmental Management) & ISO 27001 (security Standards).
Diplomatic missions served (Spain - Greece - Canada - Italy - Sweden).
Expedia.ca, frequent travelers and loyal customer service, determining traveler budget and match it with our up-to-date inventory and communicate my advice with each item they pick such as flights in terms of carriers and stop connections, hotels in terms of hotel amenities and star rating and any other activities traveler would request in destination as per budget.
Assisting normal travelers and loyal customers in exchanging, cancelling and schedule changes on their standalone flights and combined packages through Sabre.
Consult individual and group bookings considering the most updated weather climate, entertainment, political and economic climates for requested destinations.
Certified from the Travel Industry Council of Ontario, Canada.
North American telecom networks: Head of out bound sales team of landlines and cell phone within United States.
Command and manage sales staff operation performance, financial related issues and customer satisfaction.
Monitoring and auditing calls to ensure quality on credibility and integrity.
Communicating to staff the product knowledge through regular trainings, confirming the recent and latest products and line of business of North American Telecom through conference calls communication with the business client.
Coordinate and finalize all affairs related to staff.
Sort sales revenue achieved within each package, ensure its credibility and integrity, insert it on the web based system governed by the campaign owner and dispatch the reports to the sales manager and head of operation introducing the sales curve each day.
- Vocus: Outbound calls to multinational business companies within United States profiling head managerial positions for future business reference.
- NBC: Mortgage broker campaign, seek the us market for those their properties are mortgaged, indentify their mortgage rate and match it without rate inventory as per client credit score. If succeeded to match the client with a lower rate, inform for it to him and influence him close a new better deal.
- Prospect Base: Outbound sales for landline & cell phones of major British telecommunication networks such as Vodafone, Orange, Three and T-mobile within citizens in United Kingdom.