 Client Requirement Ensure effective handling of Customer queries Ensure they are guided over the mail/phone as required. Ensure that they are updated on the status of application. Ensure queries of walk-in customers are handled effectively. Ensure every transaction is processed with accuracy. Ensure timely handover of the Visa and Passport to the customers. Ensure strong relationships with the consulates Atleast once in a quarter meeting with Consulate General/Deputy Consulate General of the key  Ensure periodic meetings with the concerned authorities. Ensure invites are received and attended to for any events/show Internal Process Ensure timely receipt and dispatch of documents Ensure documents are dispatched to the Key accounts Desk on the same day of receipt Ensure all the documents received from the customers are checked. Ensure that the documents are bar coded post receipt. Ensure the documents are passed on to the Key Accounts Desk. Ensure collation of documents required for Visa/Passport Application Ensure 100% collection of the documents as per the documents checklist Ensure required details are obtained from the customers. Ensure customers are advised in case there is a discrepancy with their visa and passport materials and make sure they are guided to provide the correct information. Ensure follow up with respect to pending documents from the customer. Ensure sumission of the documents along with the necessary documentation to the embassy.  Ensure Quality Check of the Visa/Passport  Documentation and Application Form Ensure zero rejection of Visa/Passport Application due to document deficiency and/or data error Ensure all the documents are analyzed as per the checklist and requirements of Consulates and Embassy. Ensure  scrutinization the documents for genuineness. Ensure all the security guidelines are followed to avoid no loss of documents in the transit.

Manage VAC efficiency & productivity within the given city. Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker.  Accountable for the VAC Operations in West and South India.  Direct responsibility for the Units profitability and achieve targets (EBIT) set for the city.  Develop and maintain business relationships with all Consulate officials.  Ensure compliance to all existing processes and meet the defied SLA’s. Ensures that the teams are mentors & work towards adherence of all SOP’s/ processes, required to be complied with, form an organizational & ISO perspective.  Responsibility to manage city and staff efficiency & productivity.  Undertake initiatives for process enhancements to improve quality & efficiency of the unit. Facilitate & encourage teams to share “Spark Ideas”, and, encourage sharing of Best Practices.  Ensure conduct of Product and Process Training to all staff on regular basis through coaching and development. Ensure all staff attends trainings scheduled by HR & ensure 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.  Ensure adherence to Corporate Security Policy.  Liaison with support functions (Administration, HR, Finance etc.) & local Government authorities, to comply with local statutory requirements, as applicable.  Regular/ Monthly meetings are conducted with the Mission to: o Discuss MOR (Monthly Operations Review), other initiatives (E.g. participation at events organized by the missions)

 Handling a Team of around 10 to 15 members.  Coordinating the daily allocation of work for team members. Pushing team to achieve daily targets. Call monitoring & quality reviews. Meeting Donors personally and converting into a closure if required. Managing field executive. Handling reports MIS. Managing attendance of team members. Sharing bi weekly reports to the top management Feedback sessions with team and donors over email and call. Making sure out bound calls are dialed and conversions are made. Hiring and recruitment of new staff. Training of the new staff. Team budgeting

 Handling a Team of around 25 Members.(Inbound & Outbound) Coordinating the daily allocation of work for team members. Motivating the team to achieve high standards and KPI targets. Handling Escalations. Conducting timely Training & Feedback sessions for the Advisors Maintaining Daily reports for Team Productivity & Performance. Call monitoring & Quality reviews for Advisors. Conducting Performance Management Sessions & Appraisals for Advisors. Involved in the recruitment of new staff.

Key Responsibilities:Mortgage Collection - Fourth bucket (Target of 300 calls daily) (U.S process shift) Churn the list as per fourth bucket category (old accounts as per time range) According to the list making outbound Managing day-to-day dialler based calls Schedule calls and provided necessary solutions to the customers, ensuring money hasbeen recovered from the customerI. Persuading the customer to make full payments on the accountII. Incase of old accounts, offering settlement plans to the customer by usingCRM tool Mainlining log with latest status on the conversations done Ensure targets are met daily, weekly and monthly Making the customer is satisfied with the information/ solution provided over calls(quantifiable on CSAT score)Maintenance of Mortgaged properties (U.S process shifts) Reaching out and shortlisting of various vendors in order to maintain the property -gardener, locksmith, contractors for house renovations, swimming pool cleaning Shortlisting of vendors include -I. Receiving of quotationsII. Sharing necessary documents with the departmentIII. Basis the standard benchmark, vendors would be selected All maintenance bills are paid on time and the documents are maintained In case of any issue raised by the neighboring houses, proper action needs to be taken.Post work completion, before/ after images to be shared for payment release to thevendor Be in touch with the Sheriff Department so as to ensure all the legal requirements aremet

Key Responsibilities: Managing day-to-day dialer based calls Get Banking credit cards overdue collection done on timely basis Ensure recovery of full amount displaying against the account Providing rebuttal to the customers and get a win-win situation for both customer andus Ensure targets are met daily, weekly and monthly Making the customer is satisfied with the information/ solution provided over calls(quantifiable on CSAT score) Mainlining log with latest status on the conversations done Volunteer in 'work buddy' exercise in office