Operation Manager

Qualification & Experience

• Minimum a Bachelor’s Degree from an university or global equivalent
• Minimum 5 - 9 years of experience preferably in Travel and Tourism or Service Industry
• Experience in handling teams and managing processes.

Knowledge & Key skills:

• Proficiency in MS Office
• Proficiency in English
• Adaptability and presence of mind to handle customer queries and complaints
• Ability to innovate and enhance procedures and methods to increase productivity & cost effectiveness

 
Candidate should have good knowledge of operations available in the market and should be proficient in English language. (CV's without English language skill will not be considered for this position)

Job Description

• Undertake overall responsibility of the business unitDirect responsibility for the Unit's profitability and achieve targets (EBIT) set by the Zone/Region
• 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 & ISO perspective
• Manage unit and staff efficiency & productivityEnsures 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 UnitFacilitates & 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 resourcesEnsure conduct of Product & Process Training to all staff on a regular basis through coaching and development
• Ensure that all staff attend 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
• Ensure on going Value Added services are enhanced & maintained thereby achieving the monthly/annual targets
• Ensure updating of Productivity & VAS Conversion

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