Operations supervisor

Operations supervisorKochi KeralaPermanent RolePrimary ResponsibilityManage the day-to-day activities of the QMC as defined in the function below. Is accountable to for all Visaapplication related operations. The department-specific supervisors will report into this position.Essential FunctionsOverall responsibility of QMCMonitor 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 employeesAssign staff duties and manage roster based on the trend analysis/footfall trend in each of the QMCOverall administrative and people management responsibilityTo ensure highest level of service standards & service quality are met during day to day operations at centerTo ensure optimal utilization of resourcesMonitor Security related issuesTraining/ Mentoring the team and implementation of new processes, while working closely based onInstructions from the Center Manager and the Country ManagerEnsuring compliance to prescribed systems as per the defined SLAsTo work with the Value-Added Services team in order to support maximum returns through optimum operational efficiencyCoordination with Mission, Operational updates/ Memos from MissionWebsite updates (All languages)Managing escalations for the center and provide effective resolutionsSuggest/monitor software changes to be implemented as per business requirementsMIS (Daily Report, Handling OT data, Incentive data), Monthly Business ReviewsEnsuring Manpower staffing at each of the departments at any given sayEnsuring compliance and timely updating of all regulatory approvals of the centerWork closely with the HR team to highlight performance and training needResponsibility 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 SpecificResponsible for achieving business targets as agreed.Analyzing and interpreting trends to facilitate planningUsing IT system to record relevant figures, for data analysis and forward planningUpdating colleagues on business performance, new initiatives, and other pertinent issuesManaging the sales floor and initiating changes as requiredIncentive reportsPerformance MetricsMetrics & Organization Management:Achievement of operational targetsThe smooth running of QMC operations at the center with minimal escalationsCustomer SatisfactionTeam SatisfactionAdherence to SOPsWebsite/ SystemOM & ReportingReports to the Center Manager/ Country Manager or Head OperationsThe person will have approx.5 direct report & manage a team size of approx.60-200 employeesQualifications, Experience And Education RequirementsA graduate in any field with 5-7 years experience in a healthcare environmentProficient in use of computers MS Office2-3 years in a supervisory role within Healthcare OperationsDemonstrated Process KnowledgeMandatory SkillsEffective Communication SkillsFamiliarity with customized softwareBalanced personalityAbility to make decisions under pressureRelationship managementLeadership in a multi-cultural/global organization at a supervisory levelSelf-motivatedLeading and Developing the teamResult OrientedAnalytical skillsTeam managementPreferred SkillsCommunication Location/Regional language skills