Operations supervisor

Kochi Kerala

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

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