Operations supervisor

Lucknow

Permanent Role

Primary Responsibility

Manage the day-to-day activities of the QMC as defined in the function below. Is accountable to for all Visa

application related operations. The department-specific supervisors will report into this position.

Essential Functions

Overall responsibility of QMC

Monitor team performance and devise a plan to improve (if required)

The person will have approx. 2-4 direct reports & will manage a team size of approx.15-40 employees

Assign staff duties and manage roster based on the trend analysis/footfall trend in each of the QMC

Overall administrative and people management responsibility

To ensure highest level of service standards & service quality are met during day to day operations at center

To ensure optimal utilization of resources

Monitor Security related issues

Training/ Mentoring the team and implementation of new processes, while working closely based on

Instructions from the Center Manager and the Country Manager

Ensuring compliance to prescribed systems as per the defined SLAs

To work with the Value-Added Services team in order to support maximum returns through optimum operational efficiency

Coordination with Mission, Operational updates/ Memos from Mission

Website updates (All languages)

Managing escalations for the center and provide effective resolutions

Suggest/monitor software changes to be implemented as per business requirements

MIS (Daily Report, Handling OT data, Incentive data), Monthly Business Reviews

Ensuring Manpower staffing at each of the departments at any given say

Ensuring compliance and timely updating of all regulatory approvals of the center

Work closely with the HR team to highlight performance and training need

Responsibility for cash handover to accounts at the end of each day (as applicable)

Coordination with the Accounts Department (Refunds, Escalations, Reconciliations, etc.)

Value Added Sales Specific

Responsible for achieving business targets as agreed.

Analyzing and interpreting trends to facilitate planning

Using IT system to record relevant figures, for data analysis and forward planning

Updating colleagues on business performance, new initiatives, and other pertinent issues

Managing the sales floor and initiating changes as required

Incentive reports

Performance Metrics

Metrics & Organization Management:

Achievement of operational targets

The smooth running of QMC operations at the center with minimal escalations

Customer Satisfaction

Team Satisfaction

Adherence to SOPs

Website/ System

OM & Reporting

Reports to the Center Manager/ Country Manager or Head Operations

The person will have approx.5 direct report & manage a team size of approx.60-200 employees

Qualifications, Experience And Education Requirements

A graduate in any field with 5-7 years experience in a healthcare environment

Proficient in use of computers MS Office

2-3 years in a supervisory role within Healthcare Operations

Demonstrated Process Knowledge

Mandatory Skills

Effective Communication Skills

Familiarity with customized software

Balanced personality

Ability to make decisions under pressure

Relationship management

Leadership in a multi-cultural/global organization at a supervisory level

Self-motivated

Leading and Developing the team

Result Oriented

Analytical skills

Team management

Preferred Skills

Communication Location/Regional language skills