- Facilitate Service Level Agreement (SLA) compliance in all Visa Application Centres (VAC’s )within the region and avoid service penalties as applicable.
- Implementation and maintenance of Quality & Environment Management System across the given region. Ensure timely reporting of Client & Internal MIS, Ad hoc data/ information & analysis.
- Develop & sustain a culture of continuous improvement in the region through practices like Lean & Six sigma. Promote & implement best practices for all processes. Ensure reduction in complaints and Ensure reduction in errors
- Ensure on time reporting with accuracy by developing & implementing formats that ensure no errors.
- Ensuring successful roll out of all projects and processes. Ensures timely roll out of automation requirement identified & carries out integration of reports. Conduct timely audit in the given region to check the accuracy and punctuality of reports.
- Research and come up with innovative solutions for Business improvement. Conduct necessary certifications in the given region.
- Sharing best practices & Ensure standardization in process followed with in the region. Measure and improve all performance metric like TAT and Productivity in the region.
- Ensure Internal and External Customer Satisfaction.
- Should have complete knowledge & understanding of the methodology on the service level reporting & process.
- Analysis and improvement of Voice of Customer (VOC), Voice of Mission (VOM) and Complaint Data on on-going basis
- Applying for awards for VFS Global of National & International recognition applicable to the region.
- Analyze the audit and compliance metrics within the existing & new projects.
- Provide information at different levels of the organization, regarding the audit activities and their impact on the business processes.
- Shall adhere to environment health and safety policy/objectives and guidelines of the organization
Skills
Education: Minimum: Graduate at the level of Bachelors Degree or global equivalent degree. Additional: Post graduate degree/ MBA or global equivalent degree
Experience: 10 years of relevant experience in Quality with a background in Operations preferably a process driven industry. Having a background in Operations and Customer Services before being in the Quality Department would be an advantage..
Knowledge & Key Skills: Green Belt Trainer Certified, Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness
and in-depth knowledge and understanding of systems and processes.
Please forward your resume to [اضغط هنا لمشاهدة البريد اﻹلكتروني] if you meet with the above requirement with job title of “Regional Quality Manager” mentioned in the subject.