Marcus Muniandi

Experience

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  VFS Global

  Sept 2011 - Dec 2023

  Operations Manager

  Managing and supporting 35 employees with day-to-day tasks.• Led 6 new process roll outs in the respective Visa Application Centre(s) and provided support remotely to other locations.• Ensure conduct of customer service & process training to all staff on a regular basis through coaching and development including online platforms.• Ensure that all staff attend training courses scheduled by HR, L&D and other required training.• Manage Security (Physical & Data) at the Application Centre and to ensure effective controls are in place to pre-empt any physical / data security breach• Ensure on-going Value-Added services areachieving the monthly/annual targets.• Ensure updating of Productivity & VAS Conversion Grid - to track performance on a weekly/monthly/basis - data available for H1 & H2 appraisal.• Work closely with the Value-Added Services team in order to create new channels of Revenue.• Act as a counsellor at various occasions between Deputy Manager & the officers when required.• Liaison with support functions (Administration, HR, Finance etc.) to ensure a smooth operation.• Manpower forecasting specially to meet peak season hiring requirements.• Ensure judicious use of natural resources by strictly following the ESG policies.• Adhere to the environment health and safety policy/objectives and guidelines of the organization.• Developed credible relationships with senior key stakeholders and team members to provide effective communication that is aligned with the organizational goals.• Recruited, hired and trained new employees to follow protocols and procedures.• Exceeded targets within measurable frameworks and continuously achieved SLAs.• Delivered continuous improvement mindset through performance evaluations andKPI management Show less

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  HSBC

  Jun 2024 - now

  Customer Service Advisor