Job Description Process Analysis & Optimization • Evaluate and optimize existing Contact Center processes to remove inefficiencies and bottlenecks. • Develop strategies for workflow improvement, reduced operational friction, and enhanced customer satisfaction. Stakeholder Collaboration • Collaborate with cross-functional teams, including IT, Operations, and Customer Care, to understand business needs and process challenges. • Engage with external vendors and partners for system enhancements and solutions. Technology Integration • Support the integration of advanced tools such as CRM platforms, Chatbots, IVRs, and social media ORM platforms to streamline Contact Center operations. • Stay up-to-date with CRM functionalities, proposing enhancements as new features become available. Performance Monitoring • Establish KPIs and metrics to evaluate the impact of process improvements on Contact Center performance. • Provide data-driven insights and actionable recommendations to leadership for continuous improvement. Training & Change Management • Lead training sessions to ensure effective adoption of new tools and workflows by end-users. • Drive change management initiatives to cultivate a culture of continuous improvement across teams. Compliance & Risk Management • Ensure adherence to data privacy, security, and governance regulations in all operational processes. • Identify risks in new process implementations and provide recommendations for mitigation strategies. 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. a. Understanding of ethical standards and the importance of integrity in business practices. b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual

Job Overview The General Manager - Process Excellence will oversee the execution of business strategies by driving quality enhancement and process improvement initiatives, including Six Sigma and LEAN methodologies, to cultivate a culture of continuous improvement. This role will also facilitate the sharing of industry best practices, lead operational improvement projects, and supervise the deployment of LEAN and Six Sigma training programs to enhance process efficiency and operational effectiveness across the organization. Job Description Process Improvement and Cultural Development • Cultivate a culture of continuous improvement by driving the sharing of best practices and the implementation of process enhancement initiatives across the organization. • Oversee and mentor improvement projects, ensuring the successful implementation of recognized methodologies such as Six Sigma and LEAN, and spearheading recognition programs for completed projects. • Conduct in-depth research on innovations and future organizational needs, staying ahead of trends while ensuring adherence to environmental, health, and safety regulations. Training and Development Management • Create and manage training calendars to ensure timely and relevant professional development, particularly for Six Sigma and LEAN methodologies. • Collect and manage feedback scores from training programs, ensuring that feedback is acted upon to continuously improve training delivery and effectiveness. • Monitor adherence to training targets and certification guidelines, ensuring all relevant employees achieve the required competencies in process improvement methodologies. Collaboration and Compliance • Collaborate with quality and MIS managers to identify, prioritize, and execute high-impact process improvement projects across various functions. • Oversee the development of the Body of Knowledge (BoK) for Six Sigma and LEAN methodologies, ensuring that resources are updated and aligned with organizational needs. • Plan and execute graduation ceremonies for completed certifications and actively pursue awards and international recognition for outstanding organizational achievements in process excellence. Team Management & Succession Planning Manage and develop staff, including performance management, training, and career development. Create and maintain a robust talent pipeline to ensure succession planning (1:2 ratio). Environment, Social & Governance • Oversee corporate governance within the assigned region, ensuring alignment with organizational principles, policies, and regulations. • Promote judicious use of natural resources and adhere to the organization's environment, health, and safety policies, objectives, and guidelines. • Drive the organization's sustainability initiatives, working towards achieving established targets. Anti Bribery Management Systems (ABMS) • Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual. a. Understanding of ethical standards and the importance of integrity in business practices. b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.

Job Overview Corporate Communications will be responsible for overseeing internal and external communications, media, and public relations at VFS Global. Additionally, the role entails developing and implementing comprehensive Corporate Communication and media strategies, as well as assessing their effectiveness to ensure they align with the company's branding and strategic goals. Duties & Responsibilities Job Description Communication Strategies • Lead communication strategies aligned with business objectives to enhance the company's brand image and equity. • Identify target audiences and develop tailored communication plans to meet their specific needs. • Formulate media management and corporate communication policies and guidelines. • Oversee reputation management across diverse platforms, including print, digital, social media, and online advertising. • Collaborate with media agencies to create communication plans that support strategic objectives. • Plan and execute media releases and advertisements for new business initiatives. • Strategize pre-launch and post-launch activities to strengthen brand presence and drive market development. • Research and implement industry best practices for brand building and effective communications. Comprehensive Communication Management • Ensure cost-effectiveness and maintain budgetary control for all activities within the Corporate Communications Department. • Uphold compliance with ISO 9001 standard operating procedures (SOPs) and maintain quality standards across all communication efforts. • Oversee Marketing Communications, Internal Communications, PR & Media Management, and Client Relationship Management. Team Management & Succession Planning • Manage and develop staff, including performance management, training, and career development. • Create and maintain a robust talent pipeline to ensure succession planning (1:2 ratio). Environment, Social & Governance • Oversee corporate governance within the assigned region, ensuring alignment with organisational principles, policies, and regulations. • Promote judicious use of natural resources and adhere to the organisation's environment, health, and safety policies, objectives, and guidelines. • Drive the organisation's sustainability initiatives, working towards achieving established targets. Anti Bribery Management Systems (ABMS) • Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual. a. Understanding of ethical standards and the importance of integrity in business practices. b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual. Education • Bachelor's/postgraduate degree in Marketing or a global equivalent qualification. Experience • 10+ years of experience in a Corporate Communications role, or a similar position.

Job Overview • Lead the development, maintenance, and continuous enhancement of the OneVasco mobile application by writing and upholding clean, modular, and maintainable code that adheres to secure coding standards. Focus on optimizing app performance and user engagement to deliver a seamless and secure user experience. Key Responsibilities • Plan, execute, and oversee comprehensive quality assurance testing and inspection of products or services. • Investigate any reported product quality issues and ensure prompt resolution in line with company policy and regulatory requirements. • Develop or improve processes for capturing, investigating and documenting product complaints. • Implement risk management procedures, track issues, and report findings to management and product development teams. • Provide necessary training and support to quality assurance team members, covering internal systems, policies, procedures, and core quality assurance processes. • Promote judicious use of natural resources. • Adhere to the organization's environment, health, and safety policies, objectives, and guidelines. Education • Bachelor’s or master’s degree in computer science, or a Master of Computer Applications (MCA), or a related discipline. Experience • 4-5 years of proven work experience in a similar quality assurance role, preferably within high-performance web applications development.

Job Description Trade Strategy & Market Development Collaborate with the Heads of Key Accounts & Leisure, Spiritual Travel, and Airlines to design and implement trade strategies for the Indian market. Lead product development for Leisure and Umrah segments, ensuring alignment with market needs and client objectives. Track and analyze market trends, competitor activity, and consumer behavior to identify opportunities and inform decision-making. Expand focus to include emerging travel segments such as VFR (Visiting Friends & Relatives), Business Travel, and MICE (Meetings, Incentives, Conferences, and Exhibitions). Trade Engagement & Relationship Management Build and nurture strong relationships with travel agents, Umrah operators, and tour operators across India. Develop strategic partnerships with top-level management of key travel trade stakeholders, including airlines. Represent Saudi Arabia at trade fairs and industry events, actively promoting the destination and building B2B connections. Marketing & Reporting Collaborate with the marketing team to create and implement effective marketing plans targeting the trade sector. Provide regular updates and performance reports to the Country Manager – India, ensuring visibility on key initiatives and results. Support the creation of promotional content and campaigns that position Saudi Arabia as a preferred tourism destination in India. Environment, Social & Governance: • Promote judicious use of natural resources. • Adhere to the organization'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. a. Understanding of ethical standards and the importance of integrity in business practices. b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual. Education • Bachelor’s degree in Marketing, Business Administration, or a related field. Experience • 7–10 years of experience in travel industry marketing and trade management, with a strong focus on promoting Umrah tourism. • In-depth understanding of the travel trade ecosystem and market dynamics. • Proven success in developing and executing impactful marketing and trade initiatives. • Excellent communication and interpersonal skills to engage effectively with internal and external stakeholders. • Strong analytical and strategic thinking capabilities. • Demonstrated ability to work both independently and collaboratively within cross-functional teams. • Experience in budget management and financial planning. • Highly organized with strong project management skills and attention to detail.

Design Full Stack solutions with cloud infrastructure (IAAS, PAAS, SAAS, on Premise, Hybrid Cloud) Support Application and infrastructure design and build as a subject matter expert Implement proof of concepts to demonstrate value of the solution designed Provide consulting support to ensure delivery teams build scalable, extensible, high availability, low latency, and highly usable applications Ensure solutions are aligned with requirements from all stake holders such as Consumers, Business, IT, Security and Compliance Ensure that all Enterprise IT parameters and constraints are considered as part of the design Design an appropriate technical solution to meet business requirements that may involve Hybrid cloud environments including Cloud-native architecture, Microservices, etc. Working knowledge of high availability, low latency end-to-end technology stack is especially important using both physical and virtual load balancing, caching, and scaling technology Awareness of Full stack web development frameworks such as Angular / React / Vue Awareness of relational and no relational / NoSql databases such as MongoDB / MS SQL / Cassandra / Neo4J / DynamoDB Awareness of Data Streaming platforms such as Apache Kafka / Apache Flink / AWS Kinesis Working experience of using AWS Step Functions or Azure Logic Apps with serverless Lambda or Azure Functions Optimizes and incorporates the inputs of specialists in solution design. Establishes the validity of a solution and its components with both short- term and long-term implications. Identifies the scalability options and implications on IT strategy and/or related implications of a solution and includes these in design activities and planning. Build strong professional relationships with key IT and business executives. Be a trusted advisor for Cross functional and Management Teams. Partners effectively with other teams to ensure problem resolution. Provide solutions and advice, create Architectures, PPT. Documents and effectively transfer knowledge to internal and external stakeholders Demonstrates knowledge of public cloud technology & solutions. Applies broad understanding of technical innovations & trends in solving business problems. Manage special projects and strategic initiatives as assigned by management. Implement and assist in developing policies for Information Security, and Environmental compliance, ensuring the highest standards are maintained. Ensure adherence to SLAs with internal and external customers and compliance with Information Security Policies, including risk assessments and procedure reviews.

Job Description Requirement • Advanced proficiency in business analytics tools, particularly Power BI. • Strong command of MS Office tools, with expertise in Excel (complex formulas, VBA macros, Power Query, etc.). • Skilled at presenting data in clear, insightful formats—whether through Excel reports, PowerPoint presentations, or Power BI dashboards. • Demonstrates a positive and approachable attitude, strong interpersonal and cross-cultural communication skills, and effective leadership and feedback capabilities. SLA Reporting and Governance • Ensure timely and error-free delivery of all performance reports. • Derive actionable insights through trend analysis and data intelligence. • Proactively flag real-time issues based on data anomalies. • Oversee SLA management and reporting to maintain compliance. • Support SLA adherence across all VACs, minimizing risks of service penalties. Data Management and Automation • Monitor and report on data completeness at the regional level. • Conduct data sanitization and consolidation at both regional and global levels. • Coordinate with regional points of contact to ensure data integrity and completeness through regular follow-ups and calls. • Reconcile daily data with Opsys systems to ensure accuracy and alignment. Client Reporting and Management • Deliver contractual SLA reporting on a daily, weekly, and monthly basis covering metrics such as SLA, TAT, CX, biometrics, passport reconciliation, volumes, and Mioot statistics. • Generate and share intra-day slot summaries and related client-specific reports. • Prepare global and regional performance reports, including scorecards, in line with agreed timelines (as per reporting calendar). • Manage and maintain Power BI dashboards and central databases. • Provide support for OpSys/TMS and perform 100% audit checks on vendor-delivered tasks during weekly fee audits. 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. a. Understanding of ethical standards and the importance of integrity in business practices Education • Graduate / Global Equivalent degree with certification in data analytics and reporting . Experience • 2 – 6 years of experience in Business intelligence and MIS/reporting.