The desired candidate should be able to communicate in GERMAN. At least hold a A2 german certification.
- To manage end to end operations whilst ensuring quality and cost saving, ensure compliance to the set processes, and manage people to bring the best efficiency out of them
- To ensure implementation of new process roll outs or changes
Areas of Responsibility & brief description:
Manage all day-to-day activities (administrative and functional) which involve:
- Document scrutiny & verification
- Handling cash & bank related transactions if assigned
- Maintaining & recording all application data in a timely and accurate manner
- Ensuring all administration & logistics of passport delivery to consulate/applicant/logistics company etc.
Conduct regular Audits for all processes & implement all new process rollouts or changes.
Regular quality checks identify incorrect or incomplete information, ensuring the accuracy of the visa application.
Ensure regular Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits.
Maintain & improve the level of customer & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost-effectiveness. Ensure that the Teams are aligned & contribute towards the achievement of parameters enlisted in the Team Objective Tracker.
Maintain adherence to the Service Level Agreements s for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation. Ensure that the Teams are mentored & work towards adherence of all SOP's/ processes, required to be complied with, from an Organisational & ISO perspective.
Ensure compliance with the company defined principles, policies & procedures as applicable to the role.
Maintain high standards of ethics, integrity and compliance with corporate procedures.
Ensure that the entire process is completed within the mandated Turn Around Time.
- Ensure that the Teams are aligned & contribute towards the achievement of parameters enlisted in the Team Objective Tracker.
Ensure no penalties are incurred and monitor, track and maintain internal errors.
- Ensures that the Teams are aligned & contribute towards the achievement of parameters enlisted in the Team Objective Tracker
Ensure personal & professional development for self and team by conducting training on a regular basis (product & process). Ensure that all staff attends training scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCLs), for all staff.
Provide assistance to staff when needed and handle applicant/customer escalations.
Liaise with various support functions to handle team-related queries.
Ensure delivery of Value-Added Services options and achievement of the targets.
Manage productivity and security (Physical & data).
Mentor the team on a regular basis, thereby ensuring a successor is created for the position assist Manager/Unit Manager in Succession planning.
Ensure judicious use of natural resources.
Adhere to the environmental health and safety policy/objectives and guidelines of the organisation.
Experience: 5+ years experience preferably in the 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
