The primary function of the role is to manage the operations for Visa & Holiday. Make sure the operations team meet the required SLAs which is process adherence, TAT, CSAT & Productivity. Understanding business strategy is of vital importance and you should be able to plan and implement strategies as well. Main focused areas are people , Process & Customer management.

Skills

• CRM
• Visa Operations
• Negotiation Skills
• Relationship Management

Requirements

• Job Role Operations Manager - Visa
• Job Type Full Time
• Workplace Type Onsite
• Industry Outsourcing and Offshoring Consulting

Secondary locations

About

Not provided

Responsibilities

Visa Division

• Gaining process knowledge of obtaining visas of different countries, and authentication of documents.
• Monitor visa applications with eye for details. Be up to date with the government/embassy forms for the visa process.
• Be familiar with the general security requirements when handling sensitive personal information
• Counsel and prepare our clients for the Embassy visa interview process and ensure our USP is highlighted to all the conversations with our customers
• Ensuring there is coordination with Embassies/Consulates/ Visa Processing Centers/ Online Portal or email the documents to customers with a proper set of cover letters to ease the process for our customers.
• Follow up with clients and take a feedback for our service and ensure to offer our service in the future and request a referral from your customers. "MAKE AN IMPACT to ensure that we VALUE our Customers".
• Daily Queue check
• Daily Status check
• Ensure Daily check list in Visa Operations( Assigned queue 0, Next handover date within 4 days 0 )
• Learn the CRM process – Odoo and follow the system

Holiday Division

• Processing reservations and booking confirmations to customers & Corporate.
• Preparing proposals and detailed itineraries for clients.
• Preparing and sharing error free vouchers within the TAT provided.
• Negotiating with suppliers, vendors, airlines and hotels. (OTA management)
• Dealing with customer inquiries and aiming to meet their expectations.
• Coordinating with internal operations to ensure the delivery to clients.
• Organize travel arrangement from beginning to end, through booking tickets and accommodation, securing rental transportation etc.
• Handle unforeseen problems and complaints on route escalations and issues pertaining Hotel services, Guides, Flights and determine eligibility for money returns.
• Maintain relationships with both suppliers and clients.
• Attend training to develop relevant knowledge and skills as and when requested.
• Other tasks assigned by the Line Manager.

Escalation & Complaints handling

• Be able to come up with a customized solution for complex cases with multiple services involved.
• Maintain the filing system and the internal records for each client.
• Keep open communication with the clients with utmost diplomacy and courtesy.
• Document all records in our internal systems for internal and future reference.
• Keep a record of all transactions and update the details to follow internal standard procedures and supervisor’s instructions.
• Analyze the complaints, Queries and fix the repeated scenarios

Expert Knowledge transfer:

• Ensure the knowledge transfer is done on a weekly basis to the respective team members/trainees and record the cases in the process documents.
• Conduct a regular training on the errors identified/occurred and ensure the team members are made aware and trained on the cases in real-time & on a regular intervals.
• Research new products and trends of new opportunities to develop business & set processes and procedures. (IMP: Documenting every idea is a must to follow up and implement the same.)
• Ensure to mentor and monitor your teams work (if any) and timely support the team on all difficult scenarios/cases.

Inter-Department function:

• Liaise with Finance & ensure all the CC usage is update tracked/accounted & settled the team members.

Other Requirements

• Negotiation
• Visa Operations
• Communication
• Relationship Management

Good to have

Not provided

About the Company

A world where outsourcing meets excellence – welcome to HTIC Global! We stand as a beacon of excellence in the outsourcing landscape of Dubai, UAE. Renowned for our commitment to quality & client satisfaction, we take pride in being one of the best outsourcing company in the UAE region. With a dedication to delivering exceptional services, we have emerged as a trusted partner in sectors like - travel, aviation, financial consultancy, insurance, etc.