Deputy General Manager - Quality

Job Overview

Operational Compliance and Quality Management

• Facilitate Service Level Agreement (SLA) compliance across all VACs within the region to avoid service penalties.
• Implement and maintain Quality and Environment Management Systems across the region, ensuring timely reporting of client and internal MIS, ad hoc data, and analysis.
• Conduct timely audits in the region to verify accuracy and punctuality of reports.
• Ensure successful rollout of all projects and processes, including automation requirements and integration of reports.
• Standardize and share best practices across the region, ensuring consistent processes.
• Measure and improve performance metrics, such as TAT and productivity, throughout the region.
  

Continuous Improvement and Customer Satisfaction

• Foster a culture of continuous improvement through Lean and Six Sigma practices, promoting best practices for all processes to reduce complaints and errors.
• Research and develop innovative solutions to drive business improvement.
• Regularly analyze and enhance Voice of Customer (VOC), Voice of Mission (VOM), and complaint data.
• Drive internal and external customer satisfaction across the region.
• Provide information to different organizational levels on audit activities and their impact on business processes.
  

Team Development and Recognition

• Enhance the skills and knowledge of self and team through ongoing training and development.
• Ensure thorough understanding of service level reporting methodologies and processes.
• Conduct necessary certifications for the region to maintain standards.
• Pursue national and international awards and recognition for VFS Global within the region.
  

Environment, Social & Governance

• Promote judicious use of natural resources.
• Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.
  

Anti Bribery Management Systems (ABMS)

• Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
• Understanding of ethical standards and the importance of integrity in business practices.
• Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.
  

Education

• Graduate/postgraduate or global equivalent degree in the related field.
  

Experience