samrat sen, Operations Manager

samrat sen

Operations Manager

VFS Global Services Pvt.Ltd

البلد
جمهورية الكونغو الديمقراطية
التعليم
بكالوريوس, Economics
الخبرات
10 years, 11 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :10 years, 11 أشهر

Operations Manager في VFS Global Services Pvt.Ltd
  • جمهورية الكونغو الديمقراطية
  • أشغل هذه الوظيفة منذ أكتوبر 2017

• 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.

Deputy Manager, Operations في VFS GLOBAL
  • الهند - كولكاتا
  • يونيو 2015 إلى أكتوبر 2017

• 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

Officer Operations في VFS GLOBAL SERVICES
  • الهند - كولكاتا
  • يونيو 2013 إلى يونيو 2015

• 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).

الخلفية التعليمية

بكالوريوس, Economics
  • في Indira Gandhi National Open University
  • يونيو 2009

Specialties & Skills

Public Relations
Team Management
Operation
Administration
Computer (MS Office)

اللغات

الانجليزية
متمرّس
البنغالي
متمرّس
الهندية
متمرّس
الفرنسية
مبتدئ

الهوايات

  • charity work, photography,reading,travelling