Deputy Manager Customer Services - Japanese Speaker - Saudi Arabia
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Key skills for this role
About the Role
The Deputy Manager Operations will oversee the end-to-end operations of the Visa Application Centre (VAC), ensuring quality, cost savings, compliance, and optimal st.
Key Skills for This Role
Responsibilities
- Oversee daily administrative and operational functions of the Visa Application Center
- Ensure compliance with SLAs and SOPs
- Conduct regular audits and implement process improvements
- Handle customer escalations and manage Value Added Services
Requirements
- Fluency in Japanese
- Experience in operations management
- Knowledge of visa application processes
Full Job Posting
Job Summary
- The Deputy Manager Operations will oversee the end to end operations of the Visa Application Centre (VAC), ensuring quality, cost savings, compliance, and optimal staff performance.
Key Responsibilities
- Oversee all daily administrative and operational functions of the Visa Application Center (VAC), including document verification, cash handling, data recording, and passport delivery.
- Ensure compliance with Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs), while adhering to VFS Global principles, policies, and procedures.
- Monitor and track internal errors to minimize penalties and implement corrective measures to ensure accuracy in visa applications.
- Conduct regular audits and initiate process changes to enhance operational efficiency.
- Perform quality checks to identify and rectify incorrect or incomplete information, ensuring the integrity of all visa applications.
- Develop innovative strategies to boost productivity and cost effectiveness, ultimately enhancing customer satisfaction.
- Effectively address applicant and customer escalations, providing support to staff and collaborating with support functions to resolve queries.
- Manage the delivery of Value Added Services (VAS) and strive to meet VAS targets, while ensuring the VAC maintains high standards of productivity, security (both physical and data), and succession planning.
- Promote judicious use of natural resources.
- Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines
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