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Manager, Operations
3 months ago
Specific Responsibilities:
Expertise :
Ability to plan, administer and review customer and after-sales services, and maintain sound customer relations. Build and maintain supplier relationships with visa supplementary services Ability to become an expert in all operational functions quickly. Must be self-sufficient and able to work with little guidance Play an active role in the processing, calls and despatching of visas and is expected to manage files to ensure customer satisfaction and operational excellence Provide first level support to all consultants handling questions, guiding them on processes and procedures. Be responsible for staffing including scheduling of staff to achieve operational performance metrics. Provide training for local staff and ensure that eLearning modules are completed by staff in a timely manner. Some involvement with the implementation / changes to eVisa processes and similar projects from time to timeService Excellence
Create/maintain a positive, customer-centric team environment Assess current programs, processes and policies to ensure they meet current needs and trends Coordinate with Human Resources Business Partner on administration of discipline policies and staffing issues Coordinate with Account Management Director and Business Development Director regarding accounts and prospective accounts, attending client meetings as needed Take ownership of the Customer Satisfaction SurveyTeamwork
Work closely with other areas across the business to support ongoing improvements Undertake all other reasonable duties as requested by the Quality and Compliance Director and Director of Operations CIBTVisas Australia & SingaporeIntegrity
Ensure Health and Safety policy is understood and correctly implemented within the team To be compliant at all times, especially when negotiating with embassies and VACsGlobal Diversity
To work with professionalism, honesty and integrity maintaining confidentiality To treat all colleagues fairly, with respect, impartially and consistencyKey Duties:
Serve as member of management team, providing input to strategic and tactical plans that enhance, expand and improve the overall customer servicing and quality of CIBT offering. Maintain office process flows that achieve maximum efficiencies and productivity Become an expert in all operational functions quickly. Be self-sufficient and able to work with little guidance. Maintain performance standards to ensure quality service and optimal performance. Ability to conduct bi-annual performance reviews Build and maintain supplier relationships with visa supplementary services Active management of files including processing and despatch. Achieve necessary turn-time on work to achieve client request by dates Full processing of visa applications Liaise with Director of Operations CIBTVisas to manage daily tasks to maintain the agreed internally defined timeframe intervals for work flow Maintain Genie reporting Manage mailboxes Work with Manifest and Despatch to optimise Consulate lodgings Assist consultants with questions about file processing Handle customer problems and escalations, trouble shoot and resolve escalated files Review Genie reports to proactively identify potential problems Maintain deep content knowledge on all aspects of CIBT’s business process to complete orders, and maximise systems capabilities Monitor cash reconciliation daily and update finance Assist call centre activity as scheduled Additional activities as directedKey Competencies Required to be Successful in the Role (and used in the selection process)
Coping with pressures and set backs Adhering to principles and values Working with people Adapting and responding to change Deciding and Initiating action AnalysingOther responsibilities:
CIBT is staffed by small teams and fluctuating demands. Hence, it is essential that the role holder is prepared to work collaboratively with other staff, to attend regular meetings and contribute to helping other team members with tasks when required. The Manager must be an “agent of change” and present a positive attitude.
