Job Description
Job Title: Regional Quality Manager
Location Dubai -UAE
Company:A company that support in VISA applications, VISA submissions and VISA approvals, travel insurance as well as FX with a smooth application experience. The company operates in over 150 countries with an extensive global network of more than 3,300 application centers.
About the job: To support the business objectives of driving Quality Initiatives across the given region (Quality Management System and Process Improvement).
Roles & Responsibilities:
- Facilitate Service Level Agreement (SLA) compliance in all Visa Application Centres (VAC’s)within the region and avoid service penalties as applicable.
- Implementation and maintenance of Quality & Environment Management System across the given region. Ensure timely reporting of Client & Internal MIS, Ad hoc data/ information & analysis.
- Develop & sustain a culture of continuous improvement in the region through practices like Lean & Six sigma. Promote & implement best practices for all processes. Ensure reduction in complaints and Ensure reduction in errors
- Ensure on time reporting with accuracy by developing & implementing formats that ensure no errors.
- Ensuring successful roll out of all projects and processes. Ensures timely roll out of automation requirement identified & carries out integration of reports. Conduct timely audit in the given region to check the accuracy and punctuality of reports.
- Research and come up with innovative solutions for Business improvement. Conduct necessary certifications in the given region.
- Sharing best practices & Ensure standardization in process followed with in the region. Measure and improve all performance metric like TAT and Productivity in the region.
- Ensure Internal and External Customer Satisfaction.
- Should have complete knowledge & understanding of the methodology on the service level reporting & process.
- Analysis and improvement of Voice of Customer (VOC), Voice of Mission (VOM) and Complaint Data on on-going basis
- Applying for awards for The Company of National & International recognition applicable to the region.
- Analyze the audit and compliance metrics within the existing & new projects.
- Provide information at different levels of the organization, regarding the audit activities and their impact on the business processes.
- Shall adhere to environment health and safety policy/objectives and guidelines of the organization
Qualification & Experience:
Education: Minimum: Graduate or global equivalent degree. Additional: Post graduate degree/ MBA or global equivalent degree.
Experience: 10 years of relevant experience.
Knowledge & Key Skills: Green Belt Trainer Certified, Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness and in-depth knowledge and understanding of systems and processes.
