Deputy Manager
CurrentSuccessfully led and managed a diverse team, overseeing projects in Immigration, Non-Immigration, Foreign Education, Coaching, and other domains.Developed, maintained, and implemented training modules, Key Result Areas (KRAs), and work reports for all team members to enhance performance.Conducted comprehensive audits, ensuring timely completion of training for new joiners, and identified opportunities for process improvements.Efficiently managed the client service department, proactively addressing client complaints and feedback to maintain high levels of satisfaction.Strategically created Standard Operating Procedures (SOPs) for various departments, streamlining operations and ensuring consistency in processes.Conducted thorough audits across diverse departments, including Foreign Education, Permanent Resident, Coaching, Admin, IT, Non-Immigration Service, and Front Desk, meticulously identifying and rectifying errors.Prepared detailed audit reports and effectively communicated findings to relevant departments and management.Conducted branch visits in multiple locations, including Maningar and Shilaj, to ensure compliance and adherence to SOPs.Verified the accuracy and completeness of client and counselor agreements through meticulous checks.Conducted training sessions and calibration exercises to enhance quality parameters for Customer Service Executives (CSEs).Provided real-time feedback to counselors, administrators, and process owners to drive continuous improvement and maintain high-quality standards.Conducted audits of inbound and outbound calls, offering constructive feedback to improve call quality and enhance customer interactions.Performed audits of CRM inquiries and client registrations, conducting data analysis and providing insights for process enhancement.Consistently achieved targets within specified timeframes, meeting and exceeding company expectations
