Operations supervisor
Lucknow
Permanent Role
Primary Responsibility:
Manage the day-to-day activities of the QMC as defined in the function below. Is accountable for all Visa application-related operations. The department-specific supervisors will report to 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 the roster based on the trend analysis/footfall trend in each of the QMC
- Overall administrative and people management responsibility
- To ensure the highest level of service standards & service quality are met during day-to-day operations at center
- To ensure optimal utilisation 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 centre and providing 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 time
- Ensuring compliance and timely updating of all regulatory approvals of the centre
- Work closely with the HR team to highlight performance and training needs
- 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 reportsMetrics & Organization Management:
- Performance Metrics:
- Achievement of operational targets
- The smooth running of QMC operations at the centre with minimal escalations
- Customer Satisfaction
- Team Satisfaction
- Adherence to SOPs
- Website/ SystemOM & Reporting –
▪ Reports to the Centre Manager/ Country Manager or Head Operations
▪ The person will have approx.5 direct reports & 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 managementPreferred Skills:
- Communication – Location/Regional language skills
Pay: ₹35,000.00 - ₹40,000.00 per month
Work Location: In person
