Operation Manager

Role overview:Key responsibilities:

· To review and generate all VAC reports, to manage VAC KPIs, SLAs

· To act as mentor and leader for all VAC staff and ensure smooth functioning of center

· To Manage logistics and delivery of passports to consulate / Applicants etc.

· To ensure TAT, quality, contract compliances, security and workforce requirements is met as per mission agreed standards

· To evaluate and transform feedback into opportunities (or threats if any), convince senior management to optimize (or safeguard) function and performance of VAC

· To act as back-up of Senior Manager Operations or Head of Operations in his absence during

· To maintain energetic and welcoming environment for all customers, visitors (mission, VFS representatives, QA auditors) and employees.

· To design, conduct and coordinate training of new and existing staff as and when required.

· Travel outstation for business requirements as and when assigned

· To prepare and conduct scheduled operations related audit and ensure 100% compliance

· To ensure 100% compliance of application submission process as per VAF (visa application form) and training guides

· Manage Value Added Services and ensure that options are put forth to the applicants

· To ensure “Clear Desk Policy” is followed and extra documents, pictures of the applicants are trashed/destroyed timely in routine.

· To ensure TAT / SLAs are met

· Vetting of Translated documents as per mission's requirements (Applicable for Language Expert / AM)

· To ensure zero safety incidents

· To ensure complete data accuracy without errors

· Ensure maximum customer satisfaction

· To ensure operations are run as per compliance

· To ensure that the business meets and exceeds its monthly/annual revenue targets

· To ensure maximum efficiency at minimal cost

· To ensure retention of current businesses

· To ensure completion of 100% trainings for own self and the team.

· Extended working hours

Indicative KRA's/Budgetary and Revenue Responsibilities

· Productivity - Targets met as prescribed in Team KPI.

· Customer satisfaction (Applicants) - Complaints - Targets met as prescribed in Team KPI.

· · · Adherence to TAT - Targets met as prescribed in Team KPI.

· Completion of WB Projects Completion

· Attending training programs. Ensure all trainings scheduled by HR are attended

· Error Monitoring — To reduce be number of errors on a daily basis, maintains Error

· Log, as applicable.

· Updates Productivity & VAS Conversion Grid — to track performance on a daily basis.

· Targets met as prescribed in Team KPI.

· Ensures adequate Surveys are completed, Target achieved, as per Team KPI

Key Interactions within and outside of Gerry's Visa

Applicants

Head of Operations

Vendors

Regional Manager

Internal Gerry's Visa Employees

IT & HR Department

Logistics

VFS Global

Auditors

Competencies/personal attributes
Organizational Competencies:

• Quality & Service Orientation
• Teamwork & Collaboration
• Diversity Sensitivity
• Personal & Professional Development
• Delivering Results
• Communication
• Networking
• Leadership

Functional Competencies:

• Good Communication skills in English [Verbal & Written]
• People Management
• Problem solving & I\Multitasking skills
• Self-Motivated and Self Directed

Experience & Skills:

· 5+ year of experience in a leading role in customer services department / function

· In-depth knowledge of reporting

· Excellent hands-on knowledge of MS office,

· Ability to enhance procedures and methods to in‹irease productivity & cost effectiveness

· Good communication skills (additional fluency in regional language is a plus)

Education & Qualifications:
BA/ BBA/ BSc; MBA/MS will be a plus

Application Question(s):

• The office is located at FTC Building Shah re Faisal .
• Your residing area ?
• Expected Salary ?

Work Location: In person