Operations manager , Business Mobility Services

We are seeking an Operations manager, to support the needs of our growing India immigration Hub team based in Bangalore.
Key job responsibilities
In this role, your responsibilities will predominantly encompass overseeing immigration processes, placing a significant emphasis on team and performance management, making up 60% of your tasks. This includes ensuring compliance, supervising visa cases, managing workload distribution, providing ongoing team training, and acting as a point of contact for service escalations. The remaining 40% of your responsibilities will involve project management, leadership values, and initiatives related to process automation. Your role will require fostering ownership, adapting to project dynamics, upholding integrity, and building strong relationships. Additionally, you will represent the team in meetings, document updates, and stay informed about legislative changes. Overall, you will play a pivotal role in meticulous immigration process management with a strong focus on team development and performance enhancement.
A day in the life
Process responsibilities (Time allocation: 60%)
• Ensure that cases are processed in accordance with immigration laws, regulations, and company policies.
• Supervise the end-to-end process of visa cases, from the initial application to approval or denial.
• Provide higher judgment in complex circumstances.
• Ensure the distribution of case initiations across the team, considering workload, expertise, and availability.
• Oversee the temporary transition of cases across the team aligned with annual leave commitments and capacity.
• Provide ongoing training and professional development opportunities for the team's skills and knowledge.
• Act as a second point of contact for service escalations for root cause analysis and remediation.
• Monitor the hub process execution to ensure service delivery is on time and meets the required quality standard.
• Identify process defects, working with the local team and continuous improvement/process specialist to create sustainable improvements.
• Engage with Partner Teams and business stakeholders (HR, recruitment, and other stakeholders) on strategic matters to streamline service delivery.
• Draft content expansions and updates, coordinating the review process and publishing with the Content Team.
• Investigate legislative changes with the potential to impact customers, draft notices, and issue them to stakeholders post-review by the Content Team.
• Prepare and present Weekly Business Review (WBR) and Monthly Business Review (MBR) as per schedule.
• Monitor team performance metrics and key performance indicators (KPIs).
• Seek external counsel on complex circumstances requiring legal advice.
• Raise strategic issues with Public Policy to support delayed applications and visa denials.
Project Responsibilities and Leadership Values (Time allocation: 40%)
• Encourage a sense of ownership and accountability among team members for their respective tasks and responsibilities.
• Embrace and promote adaptability to respond effectively to changing project requirements and dynamics.
• Uphold the highest standards of integrity in all interactions and decision-making processes.
• Drive initiatives for the automation of manual processes to enhance overall team efficiency and accuracy
• Build and nurture strong relationships with internal and external stakeholders to identify opportunities for immigration process improvement
• Take ownership of specific focus areas such as expansions, case status reporting, program health reporting, escalations, communications and content, ISP management, and insourcing requirements.
• Document updates such as SOPs, process changes etc.
• Attend business/project/program meetings (if/as required), to represent India Immigration as a Subject Matter Expert (With Country/Team Leader alignment).
• Handle moderately complex tasks requiring independent research and interpretation of immigration processes and policies.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 2+ years of HR experience
- Knowledge of Microsoft Office products and applications (especially Excel) at an advanced level
- Bachelor's degree
- 8+ years of HR Generalist or HR Specialist in a corporate environment experience
- 4+ years of using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan experience