Purpose of the role

- To manage the operations of Visa Application Centres in a particular zone with

accountability for process adherence, revenue, profitability, customer satisfaction; and

overall responsibility for interaction and relationship management with the

government missions

Profile – Roles and Responsibilities

Areas of Responsibility & brief description

Responsibility

Level

1. Overall responsibility of the Business Unit / Processes in the

respective zone(s) with respect to:

 Process adherence

 Revenue

 Profitability

 Resource Planning & management

 Customer Satisfaction

Full

2. Direct responsibility for the Zone's profitability and achievement of

revenue targets (EBIT) set by the Zone/Region

Full

3. Ensure revenue generation for Value Added Services (VAS) and

achievement of the monthly/annual targets

Full

4. Control costs & manage budgets for the given zone Full

5. Consistently achieve the SLA's through process enhancement,

monitoring key deliverables and tracking key indicators of the

business for the region

Full

Position Title: Zonal Manager – Operations

Job Description JD –VFS Global – Operations – Zonal Manager

Organization VFS Global Services Pvt. Ltd.

Designation

General Manager/

Deputy General

Manager / Senior

Manager

Role

Zonal Manager –

Operations

Function/Department Operations Level

Either M5/P1/ P2

(Depending on scope of

responsibilities & size of

the region)

Sub-Unit Operations

Reporting to

(position)

Country Manager –

Operations

Geographical location

of the role

Varies depending on the given region

Approved by (HOD) Head – Operations

Final

Approval

Head – Human

Resources

VFS Global Document _ JD _ Operations, Internal Page 14 of 37

Partnering Governments. Providing Solutions.

6. Ensure best practices are implemented across units in multiple

regions.

Full

7. Ensure compliance to standard operating procedures, policies and

manuals within the zone.

Full

8. Manage Security (Physical & Data) at the Application Centres and to

ensure effective controls are in place to pre-empt any physical / data

security breach incidents

Full

9. Develop & influence relationships with key decision makers from

Embassies & Consulates of various Missions across levels

Full

10. Responsible for generating business leads to the Business

Development team

Full

11. Conduct resource planning and allocation, manpower forecasting

activities for the given zone/ region on a regular basis

Full

12. Ensure conduct of Product & Process Training to all staff on a

regular basis through coaching and development

Full

13. Ensure employee satisfaction survey match company expectations F ull

14. Ensure judicious use of natural resources Full

15. Adhere to the environment health and safety policy/objectives and

guidelines of the organization

Full

Indicative KRA’s/Budgetary and Revenue Responsibilities

1. EBIT and GOP Targets

2. Meeting Client SLA’s

3. Meeting Value Added Services revenue targets

4. SOP Adherence by self and staff

5. Satisfaction Index /Score from Applicants (VOC)

6. Satisfaction Index/Score from Diplomatic Mission (VOM)

7. Employee Satisfaction Survey Scores

8. Code of Conduct Adherence by self and staff

Key Interactions within and outside of VFS Global

External Internal

1. Travel Agents / Applicants 1. Departments within VFS Global

2. Users – Applicants and Agents 2. Unit Manager & Operations Manager - of all

Missions across the single/multiple cities

3. Client - Diplomatic Missions 3. Co - ordination with Functional/Regional

Departments

4. Vendors - Courier Service providers,

security service providers, Vendors of

VAS Globally

4. Co-ordination with Corporate Office

5. Head of Operations

Qualification & Experience (Education, Experience, specific knowledge, skills,

understanding, attitude)

Education: Minimum: Pursuing Graduation (Minimum 12 years of Formal Education)

Additional: Graduate or global equivalent

Experience: 9 – 15 years of experience preferably in a customer service role within the

Travel and Tourism or Service industry

At least 5 years experience in handling teams and managing processes

Knowledge & Key Skills:

• Computer Skills and technology savvy

• Leadership Skills

• Project management skills

Beneficios

Salario 130,000 mas beneficios de ley

Deputy Manager Operations Caribbean.