Cluster Manager

Please find the JD.

Role - Cluster Manager

Location- Pune

Responsibilties:-

Purpose of Role

1. Driving team performance in providing service to the customer in a timely and compliant manner

2. Ensure that the processes and Systems are continuously assessed to ensure compliance at all times.

3. Ensure that the team is updated and aware and is process & System complaint at all times.

Purpose of Role

1. Having a detailed understanding on the process in the areas of OB & DOM - Sales, Service Delivery

2. Oversee, administer and implement mapping of process & creation of SOP manual & SLAs

3. Responsible to act as an interface with the company’s audit department to perform periodic audits of the process.

4. Preparing checklist / Risk assessment control matrix (RACM) for location as well as business review

5. On-boarding Stakeholders to the new process

6. Providing training to teams on the company process vis a vis guiding to them on audit check points

7. Identify compliance risks and highlighting them on a periodic basis – also recommend solutions to mitigate them.

8. Identify, evaluate and Analyze the impact of non-compliance and share it with the Business Head

9. Process review of multiple divisions across various businesses

10. Responsible to identify and assess process improvement opportunities in Operational and Quality Metrics

11. Responsible to assist process workshops to assess the process capabilities, document the process map/ flows

12. Support the process organization to define meaningful process metrics

13. Embed continuous improvement capabilities into different units by orchestrating specific process training to the process.

14. Assisting participants to empower them to implement process improvements measures themselves.

15. Ensuring timely planning and monitoring of Visa submission deadlines.

16. Ensuring SLA and turnaround time are met.

17. Responsible for managing customer escalations.

18. Taking additional responsibility of sales from Time to time as assigned by line manager and regional head

19. End to end selling from lead sourcing to closure – collections – visa – documentation

20. Ensuring all sales processes are followed Key Relationship