Operations Manager
VFS Global Services Pvt.Ltd
Total years of experience :10 years, 11 Months
• Responsible for the entire country’s operations in Democratic Republic Of Congo .
• Manage the setup, direction and framework to the centers to achieve the highest professional standards for operational efficiency and service quality.
• Resolves problems and service recoveries.
• Main point of contact for customer escalations, and any day-to-day issue resolutions .
• Develop and monitor all action plans needed, ensuring that service level requirements are met and
operational processes are continually improved.
• Manage data integrity and accuracy of all clients reporting. Maintain consistent data entry standards and processes, review data contained in all reports provided to Client.
• Attend Joint meeting with sales for corporate or complex business to understand and agree service level agreement.
• Overseeing Operations, Sales, Administration, maintenance Design, develop and implement various business strategies Business development, sales with the various business plan, solutions Industry Type : Travel / Tourism Functional Area .
• Self-Driven and result oriented positive outlook.
• Strong interpersonal and communication skills.
• Excellent with vendor management and costing.
• Possess professional and credible image with polished presentation.
• Manage a total team of 40 staffs .
• Possess the ability to work under the most difficult situation -Geographically .
• Specialist in risk management and responsible for the entire safety &security management in DRC.
• Undertake overall responsibility of the business unit.
• Direct responsibility for the Unit's profitability and achieve targets (EBIT).
• Develop and maintain business relationships with all 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 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 Visa Application Centre
• 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. Adherence to Corporate Security Policy.
• Mentor the team on a regular basis, thereby ensuring a successor is created for the position
• Mentor and coach my subordinates regularly. Pay special attention to those who needs extra counselling.
• Liaison with support functions (Administration, HR, Finance etc.)
• Manpower forecasting specially to meet peak season hiring requirements
• Manage all day to day activities conducted at the Visa Application Centre which involves:
• Document scrutiny & verification for visa processing.
• Maintaining & recording all application data in a timely and accurate manner
• To monitor track and reduce the number of errors every month, within acceptable limits.
• Handling queries of the applicant & clearing their doubts.
• Ensure compliance with VFS Global defined principles, policies & procedures as applicable to the role.
• Preparing report by consolidating data for other locations & sending emails.
• Maintain high standards of ethics, integrity and compliance with corporate procedures.
• Ensure that the entire process is completed within the mandated Turnaround Time.
• Ensure personal & professional development for self and team by conducting trainings on regular basis (product & process).
• Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff.
• Manage VAC productivity and VAC security (Physical & data).