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Margdarshak
Operations Manager
Margdarshak · posted 5 months ago
Delhi.
About the role
Position Title
Manager - Operations
Level
P3 (Manager Equivalent Grade)
Reporting to
Unit Manager – Operations
Geographical Location
India
Job Overview
The Manager - Operations will oversee the Visa Application Unit, ensuring optimal efficiency and productivity through the implementation of effective operational strategies and process improvements. Additionally, the role involves supervising day-to-day activities, managing resources, and driving performance to meet organizational goals and service standards.
Duties & Responsibilities
Job Description
Business Unit and Financial Management
- Oversee the entire business unit, ensuring overall operational success.
- Ensure the unit’s profitability and meet EBIT targets set by the Zone/Region.
- Manage the unit’s expense budgets and allocated resources effectively.
- Enhance and maintain ongoing Value-Added Services to meet monthly and annual targets.
- Update and track productivity and Value-Added Services Conversion Grid on a weekly/monthly basis for performance reviews.
- Forecast manpower requirements, particularly for peak season hiring needs.
Process and Team Management
- Adhere to all existing processes and meet the defined Service Level Agreements.
- Mentor teams to ensure adherence to all SOPs and processes, in line with organizational and ISO standards.
- Align teams with objectives listed in the Team Objective Tracker and ensure their contribution toward achieving these goals.
- Implement process improvements to enhance quality and efficiency within the unit.
- Lead the implementation of new processes in the Visa Application Centre(s).
- Oversee regular product and process training for staff, including coaching and development.
- Ensure staff attendance at HR-scheduled training and conduct Internal Process Certifications (OCLs) to monitor effectiveness.
Relationship Building and Innovation
- Build and maintain strong business relationships with Consulate officials.
- Encourage the team to share innovative ideas and best practices.
- Collaborate with the Value-Added Services team to develop new revenue channels.
- Manage both physical and data security at the Application Centre, ensuring adherence to the Corporate Security Policy and pre-empting potential breaches.
- Coordinate with support functions (Administration, Human Resources, Finance, etc.) as needed.
Environment, Social & Governance
- Promote judicious use of natural resources.
- Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.
Anti Bribery Management Systems (ABMS)
- Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
- a. Understanding of ethical standards and the importance of integrity in business practices.
- b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.
Education
- Graduate/ Postgraduate or global equivalent.
Experience
- 5 – 9 years of experience preferably in Travel and Tourism or Service industry with experience in handling teams and managing processes.
Critical Competencies
- Behavioral Competencies
- Communication
- Digital Fluency
- Diversity, Equity, and Inclusion Orientation
- Personal and Professional Development
- Leadership
- Entrepreneurship
- Quality & Service Orientation
- Teamwork and Collaboration
- Delivering Results
- Functional Competencies
- Operations Management
- Project Management
- B2C Sales
- Client (Mission) Management