Our client is the world's most extensive outsourcing and technology services specialist for governments and diplomatic missions worldwide, managing administrative and non-judgmental tasks related to visa, passport, identity management, and other citizen services for its client governments enabling them to focus entirely on the critical task of assessment. Specialties service for Visa and Passport Application Processing Services, Identity Management & Citizen Services, Biometrics Enrolment, Verification, Attestation Services, Dubai Visa Processing Centre, Tourism Representation, and e-Visa. 

Responsibilities

• Managing overall operational responsibilities of the back office at the Immigration hub in Thailand with accountability for the process and SLA and adherence, revenue, profitability, and customer delight.
• Handling overall responsibility for relationship management with the Immigration Department of Thailand.
• Ensuring smooth functioning of the business unit & undertake direct responsibility for the BACK OFFICE’s profitability.
• Ensuring BACK OFFICE’s profitability and achievement of revenue targets set by the company.
• Controlling & maintain BACK OFFICE’s Budgets (Revenue & Resources).
• Ensuring compliance with all existing processes and meeting defined Service Level Agreement.
• Maintaining a high level of staff productivity and efficiency.
• Enhancing processes to improve the quality and efficiency of the BACK OFFICE and lead new process roll-outs as per the organizational requirement.
• Ensuring that the Teams are aligned & contribute towards achieving parameters enlisted in the Team Objective Tracker.
• Ensuring necessary product and process training is provided to all staff regularly through coaching and development programs.
• Handling Key Interactions with Immigration, B2B, B2C and Networking, Tourism Department, and Travel Agents for External.
• Being able to do other tasks assigned.

Qualifications

• Minimum Education or Global equivalent, additional in Post- Graduate or Global equivalent.
• 6-10 years of experience, preferably in the Travel and Tourism or the Service industry.
• at least 3 years experience in delivering in managing operations processes.
• Adaptability and presence of mind to handle complaints and escalations.
• Ability to innovate and enhance procedures and methods to increase productivity & cost-effectiveness.
• VAC Operation Management, Project Management, Selling & Business Development skills.
• Fluent in English Communication (Read, Writing, and Speaking).
  

Benefits

• Working Day 5 Days/ week (Mon -Fri) 8.30 - 17.30
• Variable Bonus
• Annual Leave
• Provident fund 3-5%
• Health Insurance + Group Insurance