Sr Manager - Operations - P2

Job Description

• Ensure smooth functioning of the business unit & undertake direct responsibility for the Unit's profitability.
• Achieve revenue targets (EBITA) of the Unit set by the company.
• Control & maintain Unit's Budgets (Revenue & Resources).
• Ensure compliance to all existing processes and meet defined Service Level Agreements within the Unit. Ensures that the Teams are mentored & work towards adherence of all SOP’s / processes, required to be complied with, from an Organizational & ISO perspective.
• Maintain high level of staff productivity and efficiency [Qualitative & Quantitative]. Facilitates & encourages team to share “Spark Ideas”, and, encourages sharing of Best Practices.
• Enhance processes to improve quality and efficiency of the Unit and lead new process roll-outs in the respective Visa Application Centres.
• Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker.
• Ensure necessary product and process training is provided to all staff on a regular basis through coaching and development programs.
• Manage security [Physical and Information] at the Visa Application Centre and also ensure effective controls are in place to pre-empt any physical / data security breach incidents. Adherence to Corporate Security Policy.
• Work with the Value Added Services team to create new channels of revenue generation.
• Scout for new business development opportunities and assist the regional Business Development heads in the bidding and acquisition process.
• Responsible for Satisfaction Index / Score from Applicants [VOC].
• Responsible for Satisfaction Index / Score from Diplomatic Missions [VOM].
• Responsible for Satisfaction Index / Score from Employees [ESAT].
• Develop and manage relationship with diplomatic missions [Embassies / Consulates].
• Maintain good relations with the FMCs and their staff.
• Conduct manpower planning & forecasting for the unit.
• Ensure personal & professional development of employees by providing for trainings as per requirements.
• Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff,
• Regular / Monthly Meetings are conducted with the Mission with the following agenda : Discuss MOR, other initiatives (E.g. participation at events organized by the missions) to ensure a cordial & healthy relationship is maintained with the Diplomatic Mission(s). Closure of all issues discussed / MOM points during meetings / Correspondence with mission(s) Engage with missions to provide additional service offerings- like Video Conferencing, Additional Submission Locations, SMS Alerts for 100% Applications, and other initiatives - to enhance the Applicant Experience & opportunities to increase revenues.
• Responsible for SPARK ideas and ensure implementation within stipulated SLA.
• Ensure judicious use of natural resources.
• Adhere to the environment health and safety policy / objectives and guidelines of the organization.