To manage the operation of visa application centers across Pakistan, with accountability for the process adherence, revenue, profitability and customer satisfaction of the operation. I have overall responsibility for interaction and relationship management with the 5 Government Mission’s that Gerry's represent in Pakistan on behalf of VFS Global.Duties and Responsibilities• Overall responsibility of the business unit / processes within Pakistan with accountability for Process… Show more To manage the operation of visa application centers across Pakistan, with accountability for the process adherence, revenue, profitability and customer satisfaction of the operation. I have overall responsibility for interaction and relationship management with the 5 Government Mission’s that Gerry's represent in Pakistan on behalf of VFS Global.Duties and Responsibilities• Overall responsibility of the business unit / processes within Pakistan with accountability for Process adherence, Revenue Profitability, Resource Planning – Resource cost & allocation, Customer Satisfaction.• Ensure revenue generation for Value Added Services (VAS) and achievement of the monthly/annual targets • Control costs & manage budgets for Pakistan.• Consistently achieve the SLA's through process enhancement, monitoring key deliverable and tracking key indicators of the business for the region • Ensure best practices are implemented across all VACs in the country. • Ensure compliance to standard operating procedures, policies and manuals within the Region. • Manage Security (Physical & Data) at the Application Centers and to ensure effective controls are in place to pre-empt any physical / data security breach incidents • Develop & influence relationships with key decision makers from Prime Contractors, Embassy’s and Consulate’s.• Conduct resource planning and allocation, manpower forecasting activities for the given zone/ region on a regular basis • Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development • Meeting Value Added Services revenue targets • Satisfaction Index /Score from Applicants (VOC) • Satisfaction Index/Score from Diplomatic Mission (VOM) Show less

Responsible for looking after operations, compliance and trainingAssuring the compliance, operations and requirements of Clients are metDeveloping VAS and enhancing the existing servicesResponsible to maintain relationship with MissionsDelivery of a comprehensive designated professional support and advisory service to the staff and clients.Ensure that suitable measures are in place to understand and improve performance.Develop and maintain effective working relationships… Show more Responsible for looking after operations, compliance and trainingAssuring the compliance, operations and requirements of Clients are metDeveloping VAS and enhancing the existing servicesResponsible to maintain relationship with MissionsDelivery of a comprehensive designated professional support and advisory service to the staff and clients.Ensure that suitable measures are in place to understand and improve performance.Develop and maintain effective working relationships with members and external partners.Develop and manage the workforce within the designated team.Involved in the day to day operations and management of clients.Retain accounts through the development of strong relationships with key clientsManaging Teams across Pakistan in different locations.Maintaining day to day SLAs and TAT across all stations. Show less

Responsible for looking after operations, compliance and trainingAssuring the compliance, operations and requirements of Clients are metDeveloping VAS and enhancing the existing servicesManaging the quality of the call center.Maintaining SLA's for call center operations.Responsible to maintain relationship with MissionsDelivery of a comprehensive designated professional support and advisory service to the staff and clients.Ensure that suitable measures are in place… Show more Responsible for looking after operations, compliance and trainingAssuring the compliance, operations and requirements of Clients are metDeveloping VAS and enhancing the existing servicesManaging the quality of the call center.Maintaining SLA's for call center operations.Responsible to maintain relationship with MissionsDelivery of a comprehensive designated professional support and advisory service to the staff and clients.Ensure that suitable measures are in place to understand and improve performance.Develop and maintain effective working relationships with members and external partners.Develop and manage the workforce within the designated team.Involved in the day to day operations and management of clients.Retain accounts through the development of strong relationships with key clientsManaging Teams across Pakistan in different locations.Maintaining day to day SLAs and TAT across all stations. Show less

Managing a team of approximately 200 employees in a busy work environment.Establish and implement departmental policies, goals, objectives, and procedures.Creating, managing and analysing performance data and other information.Ensuring that capacity and capability are continually planned.Encouraging, identifying and developing best practice strategy.Ensuring compliance to all Environmental Health & Safety goals & objectives.Producing Operations manuals which define how… Show more Managing a team of approximately 200 employees in a busy work environment.Establish and implement departmental policies, goals, objectives, and procedures.Creating, managing and analysing performance data and other information.Ensuring that capacity and capability are continually planned.Encouraging, identifying and developing best practice strategy.Ensuring compliance to all Environmental Health & Safety goals & objectives.Producing Operations manuals which define how the business is to be run. Show less

Provided quality customer service with a high volume central processing and distribution center. Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills. Kept apprised of products, services, promotions and warranties. Represented third-party national catalog companies and home shopping networks. Responded to customer calls and inquiries regarding product orders, warranty issues. Expedited and facilitated the escalation of customer… Show more Provided quality customer service with a high volume central processing and distribution center. Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills. Kept apprised of products, services, promotions and warranties. Represented third-party national catalog companies and home shopping networks. Responded to customer calls and inquiries regarding product orders, warranty issues. Expedited and facilitated the escalation of customer service issues. Collected customer demographics and payments on orders placed. Show less