Manager Operations Patna_Porimita

Job Description

Productivity2. Customer satisfaction (Applicants) -Nil Complaint3. Timely & Accurate Data entry4. Late reporting /unauthorized absenteeism5. Attending to 1 training programme6. EBIT and GOP Targets7. Meeting Client SLA s. Ensure that the Teams are mentored & work towards adherence of all SOP s/ processes, required to be complied with, from an Organizational & ISO perspective.8. Meeting Value Added Services revenue targets- Targets to be shared with the staff & progress reviewed at defined frequency, (recommended weekly)9. Incentives to be disbursed to the staff, as per achievement, on a monthly basis.10. SOP Adherence by self and staff- WIM to be updated for all processes, all changed incorporated; post sign-off, from Head-Ops.11. Attrition of reporting staff (to be less than 5% - Annualised, or, in line with HR Team s recommendations)12. Training man days of staff- Adherence to Annual Training Calendar ( Trainings scheduled by HR)13. Satisfaction Index /Score from Applicants (VOC)- ensures adequate Surveys are completed ( minimum 5% of application counts) & Target VOC Target achieved, as per Team Objective Tracker14. Satisfaction Index/Score from Diplomatic Mission (VOM)15. Employee Satisfaction Survey Scores16. Code of Conduct Adherence by self and staff17. Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker18. Turn Around Time TAT Targets met as prescribed in Team Objective Tracker.19. Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits20. Complaint Tracking process in place to ensure complaints are monitored, repeats identified, RCA & Action Plan implemented to prevent recurrence- Percentage of Complaints are within prescribed limits ( 21. Ensures 100% complaints are responded within 48 hours of receipt.22. Internal Process Assessments (OCL s) completed - for Team (for 100% staff twice a month 1 announced & 1 unannounced)23. Conformance to ISO Audit Requirements - Internal Calibration (RCA in place - Implementation Evident)24. Timely Completion - Reporting (Weekly/Fortnightly/Monthly/Quarterly, or as per desired frequency)25. Financial Audits/ Compliance Certificate to be completed every month, for all SBU s, and sign-off recorded & sent to Zonal Finance26. Staff Reward & Recognition Culture to be encouraged Staff of the month, employee of the Quarter, et al.27. Mystery audit scores Satisfactory scores on all aspects28. Immediate reporting of Incidents to Immediate Reporting Manager & Head of Operations Zone/Country/Region29. Detailed Investigative report to be shared with all stakeholders, including Immediate Reporting Manager & Head of Operations Zone/Country/Region, Security, any other; within 24 hours of the incident.30. Completion of RCA & Action Plan to prevent recurrence of any Incidents, averse to VFS Global s business interests.31. Maintains & updates the VFS Global website hosted for the mission reviews the website periodically, to ensure accuracy of information updated & all relevant updates / changes to the Process Updated on the Website, on an on-going basis.32. Completion of WB Projects Completion To ensure that the team works on execution of WB Project, to achieve Continuous Improvement, for the Operations Teams handled Key Skills:Education: Minimum: Graduate or global equivalentAdditional: Post Graduate or global equivalentExperience: 5 9 years of experience preferably in Travel and Tourism or Service industryExperience in handling teams and managing processesKnowledge & Key Skills: Proficiency in MS office & good typing speed Adaptability and presence of mind to handle customer queries and complaints Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness Good team player,

Keyskills :
code of conductvalue added servicescustomer satisfactionemployee satisfactionemployee satisfaction survey