Ross Armstrong Email & Phone Number

Dubai, United Arab Emirates

Job DescriptionOversee and lead the operation of 28 Visa Application Centre’s (VACs) and 754 staff across Pakistan, Palestine and Afghanistan, with overall accountability for process adherence, revenue, profitability, resource planning, and customer satisfaction. Responsible for interaction and relationship management with the 35 Government Clients represented in Pakistan, Palestine and Afghanistan. With direct line management of an additional 23 staff, work directly with appointed 14 department heads.Duties and Responsibilities• Manage completion of market research studies to determine customer needs, create and implement plans to provide services and products based on research findings• Create and implement VFS’s vision and mission in Pakistan, Palestine and Afghanistan• Design and implement growth strategies in Pakistan, Palestine and Afghanistan• Set strategic goals, making sure they are measurable and achieve stretch targets• Lead the development of the company’s short- and long-term corporate strategy • Generate business leads and diversification of core services and lead projects within the region• Assess risks to VFS and ensure they are monitored and mitigated effectively • Exceed profitability and surpass revenue targets• Responsible for budget creation and management, and enhanced cost controls• Negotiate and approve contracts with multiple FMC partners, vendors and suppliers, federal and state agencies, and other relevant organizations. • Communicate on behalf of VFS, with the FMC partners, shareholders, government entities, and the public• Maintain awareness of the competitive market landscape, expansion opportunities and industry development• Drive and implement service diversification projects across the region. Key Achievements • Developed and implemented bespoke refugee migration solutions. • Created and introduced industry leading premium service products in the region

Dubai, United Arab Emirates

Job DescriptionOversee and lead the operation of 13 Visa Application Centre’s (VACs) and 236 staff across Pakistan and Afghanistan, with overall accountability for process adherence, revenue, profitability, resource planning, and customer satisfaction. Responsible for interaction and relationship management with the 21 Government Clients represented in Pakistan and Afghanistan. With direct line management of 16 staff, work directly with appointed 14 department heads and managers to delegate responsibilities and ensure that all aspects of the operations are running optimally.Duties and Responsibilities• Manage completion of market research studies to determine customer needs, and create and implement plans to provide services and products based on research findings• Maintain awareness of the competitive market landscape, expansion opportunities and industry developments• Create and implement VFS’s vision and mission in Pakistan and Afghanistan• Design and implement growth strategies in Pakistan and Afghanistan• Set strategic goals, making sure they are measurable and describable• Lead the development of the company’s short- and long-term strategy• Assess risks to VFS and ensure they are monitored and mitigated• Exceed profitability and surpass revenue targets• Achieve revenue generation from Value Added Services and achievement of the monthly/annual targets• Responsible for budget creation and management, and enhanced cost controls• Negotiate and approve contracts with FMC partners, vendors and suppliers, federal and state agencies, and other relevant organizations• Communicate on behalf of VFS, with the FMC partners, shareholders, government entities, and the public.

Dubai

Job DescriptionManage the operation of 12 Visa Application Centres (VACs) and 227 staff across Pakistan, with accountability for process adherence, revenue, profitability and customer satisfaction. Overall responsibility for interaction and relationship management with the 19 Government Clients represented in Pakistan.. Duties and Responsibilities• Responsible for all processes within Pakistan with accountability for process adherence, revenue profitability, resource planning, resource cost and allocation, and customer satisfaction• Exceed profitability and surpass revenue targets• Achieve revenue generation from Value Added Services and achievement of the monthly/annual targets • Enhance cost controls and manage budgets• Consistently achieve agreed service levels through process enhancement, monitoring key deliverables and tracking key indicators of the business• Ensure compliance to standard operating procedures, policies and manuals within the region• Manage both physical and data security at the Application Centres and ensure effective controls are in place to pre-empt any security incidents• Generate business leads through diversification of core services• Develop and influence relationships with key decision makers from Prime Contractors, Embassies and Consulates• Forge collaborative relationships with vendors and partners throughout the region to deliver business objectives• Conduct manpower forecasting. resource planning and allocation to create high performing VACs• Ensure Product and Process training to all staff is completed on a regular basis through coaching and development• Provide direction and guide teams to archive customer service targets• Inspire best practices across all VACs

Dubai

Job DescriptionManaged the operation of 5 visa application centres and 171 staff across Pakistan, with accountability for the process adherence, revenue, profitability and customer satisfaction of the operation. Overall responsibility for interaction and relationship management with the 9 Government Mission’s that VFS Global represent in Pakistan. Duties and Responsibilities• Direct responsibility for the increased profitability and surpassed of revenue targets in Pakistan.• Exceeded revenue generation for Value Added Services (VAS) and achievement of both monthly and annual targets.• Controlled costs and manage budgets in the Pakistan Region.• Consistently achieved the Service Level Agreements (SLA’s).• Developed best practices to be implemented across all locations in Pakistan.• Ensured compliance to standard operating procedures, polices and manuals.• Managed security (physical &data) at the Application Centres and ensure effective controls are in place to pre-empt any physical/data security incidents.• Developed and influenced relationships with key decision makers.• Generated and fostered business leads.• Spearheaded resource planning and allocation, forecasted intake and reviewed quarterly. • Launched process and product training programs and coaching and development sessions.

Abu Dhabi

My duties included providing; a high quality, efficient visa processing service meeting published customerservice standards and UKBA security requirements, protecting the UK border and national interests byimplementing fast and fair decisions in line with local productivity benchmarks. In addition to this, I mentorednew staff and liaised with the operations manager on the progress of the daily intake.Duties and Responsibilities* To assess and resolve visa applications within agreed benchmarks, based on information analysis, whilebeing able to justify the decision orally and in writing.* Ensure appeal statements, and those of MPs' and other parties are carefully reviewed and repliespresented within clear targets.* Deal professionally with all callers to the Visa Section, ensuring that all are treated fairly and sensitively,Liaise effectively with the Visa Application Centres and all internal and external stakeholders.* Implemented regional training for new staff and delivered refresher courses for existing staff.* Provided relief work within the Gulf, Middle East and Pakistan.* Line managed support staff.Additional Responsibilities* Regional Trainer (deliver training to colleagues within the Gulf, Middle East and Pakistan on behalf ofUKBA to colleagues within all British Government departments).* Relief work team member (Provide relief cover in the Gulf, Middle East and Pakistan)

Bsc, Occupational Safety And Health

with distinction Modules Completed: * Safety Management Skills * Managing Health and Safety * Environmental Management * Managing Business.

Ba (Hons), Risk Management, Ba (Hons) 2:1

Modules Completed: * Foundation Risk Management * Management and Organisations * Risk Control * Risk Identification and Analysis * Risk.