Nader El Hourani

Business Development, Marketing and PR role

Sr. Operations Manager for Saudi Visa Application Centers in Abu Dhabi & Dubai

Job responsibilities as following:
- Undertake overall responsibility of the business unit while managing multiple
teams in VACS
- Direct responsibility for the Unit's profitability and achieve targets (EBIT) set
by the Zone/Region
- Develop and maintain business relationships with the Consulate officials
- Ensure compliance to all existing processes and meet the defined Service
Level Agreement’s. Ensures that the Teams are mentored & work towards
adherence of all SOP’s/ processes, required to be complied with, from an
Organizational & ISO perspective.
- Manage unit and staff efficiency & productivity. Ensures that the Teams are
aligned & contribute towards achievement of parameters enlisted in the Team
Objective Tracker
- Responsible for implementation of process enhancements to improve quality
& efficiency of the Unit. Facilitates & encourages team to share “Spark
Ideas”, and, encourages sharing of Best Practices.
- Lead new process roll outs in the respective Visa Application Centre(s)
- Control & maintain Unit's expense budgets and allocated resources.
- Ensure conduct of Product & Process Training to all staff on a regular basis
through coaching and development. Ensure that all staff attends trainings
scheduled by HR & ensures effective Process Monitoring, by conducting
Internal Process Certifications (OCL’s), for all staff.
- Manage Security (Physical & Data) at the Application Centre and to ensure
effective controls are in place to pre-empt any physical / data security breach
incidents.
- Ensure on going Value Added services are enhanced & maintained thereby
achieving the monthly/annual targets. Ensure updating of Productivity & VAS
Conversion Grid - to track performance on a weekly/monthly/basis - data
available for H1 & H2 appraisal.
- Work closely with the Value Added Services team in order to create new
channels of Revenue.
- Mentor the team on a regular basis, thereby ensuring a successor is created for
the position.
- Act as a counsellor at various occasions between Deputy Manager & the
officers.
- Liaison with support functions (Administration, HR, Finance etc.)
- Manpower forecasting specially to meet peak season hiring requirements.
- Foresee the health and safety of the employees in terms of seasonal work
pressure and overtime.

Handling the operations in Australian Visa Application Centers in the GCC

I supervised project preparation for Italy Visa Application Center roll out in Abu Dhabi and managed the operations for 03 months

I supervised project preparation for UK Visa Application Center roll out in Abu Dhabi and managed the operations for 05 months

Officer & Call Centre Agent for Australian Visa Application Center

Job responsibilities as following:
- Proactively ensuring smooth operation on day-to-day work.
- Responsible for arranging all applications for Australian visa on daily basis
- Supervising the staff members (2) and following up on quality and accuracy of work.
- Solving all work related issues.
- Providing applicants with the best customer service manners.
- Reviewing all recorded calls within the call center on daily basis and making sure to clear all issues.
- Interacting with more than 50 applicants on daily basis.
- First point of contact for applicants to give information on the documentation of Australian Visa.
- In charge of daily activities of delivering the Passports and Documents to Australian Consulate.
- Maintained 100% quality while processing the visa application.
- Scrutinizing the required documentation to process the Visa Application.
- Maintaining 100% quality while doing the data entry of applicant’s documentation and creating a barcode for the same.
- Labeling of the document and creating a barcode for the delivery of the Passport.
- Delivering the Passports to all the applicants once the visa process is complete.
- Maintaining the courier system for 100% safe delivery of the Passport to every applicant.
- Point of contact for all the coordination between the applicant and the courier company.
- Creating and maintaining Passport reconciliation reports and delivering the same to the operations manager.
- In charge to maintain the complete IT work of the VAC.

Job responsibilities as following:
- Finding and implementing the suitable solutions for all kinds of networking
problems.
- Solving all troubleshoots popping up during day-to-day jobs.
- Maintenance of all customers' computers (hardware & software).
- Setting up and configuring new computer systems.
- Updating and refreshing all software programs.
- Implementing intelligent solutions for Speeding up any computer.