VFS Global is hiring For Deputy Manager
- VFS Global
- 3 - 6 years
- Mumbai
- 12 months ago
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Job Description
Role & responsibilities
- Study and understand the US GSS Framework, Contractual requirements, and the Statement of Work (SOW) specific to workshare and ensure services implemented and functional in regions/countries are in accordance with the contractual requirement.
- Monitor and supervise (remotely) all day-to-day activities (operational and functional) conducted by the US GSS Operations across all regions/countries which involve:
a. Regular Document Delivery Services
b. Premium Document Delivery Services
c. Visa Fee Collection
d. Greeters Services
e. OFC/VAC (Offsite Facilitation Services)
- Conduct regular Audits for all processes listed above and ensure any deviations and/or disruptions are reported to the concerned authority and coordinated with the regions/countries for resolution, as deemed necessary.
- Coordinate with the regions/country for implementation of services by the regions/countries within the timelines specified that are contractually awarded.
- Organize and conduct regular monthly operational reviews together with the Key Program Manager/Lead Solutions, report action points, and track resolution and fulfillment of the actionable points.
- Periodical (Weekly and Monthly) data collation from the regions/countries, populate/generate reports and review them with the Key Program Manager/Solutions Lead and publish as deemed required.
- Ensure personal & professional development for self by attending all training on regular basis.
- Maintain high standards of ethics, integrity, and compliance with corporate procedures.
- Ensure compliance with VFS Globals defined principles, policies & procedures as applicable to the role.
- Ensure all regions/countries create and update their SOPs regularly and maintain adherence to the Service Level Agreements for all services, and processes and ensure adherence to Standard Operating Procedures, manuals, etc. by the regions/countries without any deviation.
- Review and identify incorrect or incomplete information across all platforms including websites, payment systems documents, etc. and liaise with regions/countries and stakeholders for correction/relevant updates.
- Conduct research and record information/data found/collated from the market study with respect to the details of the existing processes implemented by other market stakeholders, analyze/identify services portfolios, vendors, and map solutions/information in specific templates in association with Key Program Manager/Lead Solutions for management review.
- Liaise with regions/countries to follow up on the timelines specified and ensure that the timelines are fulfilled and/or timely reporting the same to the concerned authority.
- Ensure delivery of Value-Added Services options and achievement of the VAS targets, especially the Premium Document Delivery conversion rates.
Preferred candidate profile
Education: Minimum: Graduate or global equivalent degree.
Additional: Post Graduate or global equivalent
Experience: 2-5 years experience preferably in Travel and Tourism or Service industry
Knowledge & Key Skills:
Proficiency in MS office & good typing speed.
Adaptability and presence of mind to handle customer queries and complaints.
In-depth knowledge and understanding of systems and processes.
Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness.
Team management skills.
Job Classification
Industry: Travel & TourismFunctional Area / Department: Customer Success, Service & Operations, Role Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: ContractContact Details:
Company: VFS GlobalLocation(s): Mumbai
Keyskills: Escalation Management Project Management SLA Management Customer Service Operations customer management Process Management Operations Management
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VFS Global
VFS Global is the world€™s largest outsourcing and technology services specialist for diplomatic missions and governments worldwide. The company manages visa and passport issuance-related administrative and non-judgemental tasks for its client governments. With 908 Visa Application Centres (VACs...
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