Job Description:
- Undertake overall responsibility of the business unit
- Direct responsibility for the Unit's profitability and achieve targets (EBIT) set by the Zone/Region
- Develop and maintain business relationships with all Consulate officials. Ensure compliance to all existing processes and meet the defined Service Level Agreement's
- Ensures that the Teams are mentored & work towards adherence of all SOP's / processes, required to be complied with, from an Organizational & ISO perspective.
- Manage unit and staff efficiency and productivity. Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker.
- 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 outs in the respective Visa Application Centre(s).
- 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 attend trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL's), for all staff.
- Manage Security (Physical & Data) at the Application Centre and to ensure effective controls are in place to pre-empt any physical / data security breach incidents. Adherence to Corporate Security Policy.
- Ensure on going Value Added Services are enhanced & maintained thereby achieving the monthly/annual targets. Ensure updating of Productivity & VAS Conversion Grid - to track performance on a weekly/monthly/basis - data available for H1 & H2 appraisal.
- Work closely with the Value Added Services team in order to create new channels of Revenue.
- Mentor the team on a regular basis, thereby ensuring a successor is created for the position.
- Act as a counsellor at various occassions between Deputy Manager & the officers.
- Liaision with support functions (Administration, HR, Finance, etc.)
- Manpower forecasting specially to meet peak season hiring requirements.
- VAC manager should also foresee the health and safety of the employees in terms of seasonal work pressure and overtime.