Summary
Date Posted: Saturday, July 15, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Job Description
Our Client is an outsourcing and technology services company for governments and diplomatic missions worldwide. They manage visa and passport issuance-related administrative and non-discretionary tasks for its client governments. In order to strengthen their team, the company is looking to fill the position of Operations Team Leader / Supervisor in Uganda.

Job Responsibilities
• Ensure compliance to all existing processes and meet the defined Service Level Agreement’s Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
• Manage unit and staff efficiency & productivity to Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
• Responsible for implementation of process enhancements to improve quality & efficiency of the Unit Facilitates & encourages team to share “Spark Ideas”, and, encourages sharing of Best Practices.
• Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development Ensure that all staff attend trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff. Full
• Ensure on going Value Added services are enhanced & maintained thereby achieving the monthly/annual targets Ensure updating of Productivity & VAS Conversion Grid – to track performance on a weekly/monthly/basis – data available for H1 & H2 appraisal.
• Meeting Client SLA’s. Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
• Meeting Value Added Services revenue targets - Targets to be shared with the staff & progress reviewed at defined frequency, (recommended weekly)
• Ensure Incentives are disbursed to the staff, as per achievement, on a monthly basis.
• SOP Adherence by self and staff - WIM to be updated for all processes, all changed incorporated; post sign-off, from Head-Ops.
• Attrition of reporting staff (to be less than 5% - Annualised, or, in line with HR Team’s recommendations)
• Training man days of staff - Adherence to Annual Training Calendar (– Trainings scheduled by HR)
• Satisfaction Index /Score from Applicants (VOC) - ensures adequate Surveys are completed ( minimum 5% of application counts) & Target VOC Target achieved, as per Team Objective Tracker

Requirements:
• Minimum: Graduate or global equivalent; Post – Graduate or global equivalent is a plus
• Must have at least: 4 – 6 years of experience preferably in Travel and Tourism or Service industry Experience in handling teams and operations.
• Proficiency in MS office & good typing speed
• Adaptability and presence of mind to handle customer queries and complaints
• Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness
• Good team player


Work Hours: 8

Experience in Months: 48

Level of Education: Postgraduate Degree

Job application procedure

Interested applicants click here to apply


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