The primary function of the role is to manage the operations for Visa & Holiday. Make sure the operations team meet the required SLA’s 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

• Operation Management
• Leadership Skills
• Team management
• Communication
• Interpersonal Skills
• Analytical skills
• Problem-Solving Skills
• Quality Management
• Continuous Improvement

Requirements

• Job Role Head of Operations
• 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

• 10+ years of experience in operations management, with at least five years of experience in a leadership role
• Demonstrated experience in developing and implementing operational strategies that align with organizational objectives
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills to gather, analyze and interpret data to make informed decisions
• Demonstrated experience in quality management, change management and continuous improvement

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.