Position: Operations supervisor Colombo

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 Metrics & Organization Management: Performance Metrics: • 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

Please refer to job description.