Operations supervisor

3 weeks ago

Lucknow, India Stemz Healthcare Full time

**Operations supervisor

Lucknow

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

Performance Metrics
Metrics & Organization Management:

  • 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 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

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