Manager – Operations (Visa Application Centre) - Hindi Speaking
Chicago, Illinois
To manage all Visa Application Centers in Chicago operations, as well as provide management support for the Visa Application Centre, with overall responsibility of the unit’s efficiency & productivity whilst ensuring compliance to all processes as per Critical Service Levels and Reporting requirements from the Embassies/Consulates.
Areas of responsibility and brief description
Undertake overall responsibility of the business unit for the Visa Application Center in Chicago, as well as provide management support for the UK Premium Application Center when required.
Direct responsibility for the VAC’s profitability and achieve targets (EBIT) set by the Zone/Region, including development and roll out of new services and concepts.
Develop and maintain business relationships with all Consulate officials for the Schengen operation
Ensure compliance to all existing processes and meet the defined Critical Service Levels (CSLs). Ensures that the Teams are mentored & work towards adherence of all SOPs/ processes from an Operational and ISO perspective.
Manage unit and staff efficiency & productivity. Ensures that the Teams are aligned & contribute towards achievement of EBIT targets and cost savings initiatives.
Responsible for implementation of process enhancements to improve quality & efficiency of the Unit. Facilitates & encourages team to share “Spark Ideas”, and, encourages sharing of Best Practices.
Lead new process roll-out as requested, including future support of new location roll outs and new Mission roll outs.
Control & maintain Unit's expense budgets and allocated resources.
Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development. Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring (including internal and external audits)
Manage Security (Physical & Data) at the VAC and to ensure effective controls are in place to pre-empt any physical / data security breach incidents.
Work closely with the Value Added Services team in order to create new channels of Revenue.
Liaison with support functions (Administration, HR, Finance, IT, etc.) for ongoing issues, IT developments, projects, etc.
Manpower forecasting specially to meet peak season hiring requirements, as well as conducting of interviews, as needed, in conjunction with HR.
VAC manager should also foresee the health and safety of the employees in terms of seasonal work pressure and overtime.
Support and drive uptake of key initiatives for India, Schengen and UK operations, including Student Saturdays, On-Demand, etc.
REQUIREMENTS
Education: Minimum: Bachelor’s degree from accredited university Additional: Post-Graduate or global equivalent Experience: minimum 2 years of experience in operations, with experience in Schengen operations a plus. Experience in handling teams and managing processes, as well as leading on projects, a plus.
Knowledge & Key Skills:
Proficiency in MS office, especially Excel
Experience with V-Assist 2.0 software and with UK BES kits a plus
Adaptability and presence of mind to handle complaints and escalations
Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness
Professional level of both written and spoken communication for interactions with VAC staff, Schengen Clients, and internal VFS management stakeholders.