Divya Malhotra
New Delhi
Summary
Visa Outreach Officer at British High Commission, works for UK Visas & Immigration (UKVI), Home Office; with expertise in stakeholder engagement and customer relationship management. Led initiatives that significantly enhanced operational efficiency and service delivery. Experienced in audit coordination and public speaking, with a strong focus on team development and training. Committed to achieving impactful results across diverse environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Visa Outreach Officer
BRITISH HIGH COMMISSION
New Delhi
08.2015 - Current
- Promote awareness and understanding of the UK’s visa offer, delivering regionally tailored customer and stakeholder communications, assisting with high-profile/value applications, and working with His Majesty Government Partners (including Foreign & Commonwealth Development Office, Department of Business and Trade, Visit Britain, and the British Council) to increase understanding of visits, study, and investment visa offers.
- Manage the relationship with key contacts in the regions/countries including Home Office partners and commercial partners like VFS, key agents in the education and tourism sectors, British Chambers and Business Councils, airlines, like minded mission counterparts, and Host / Post governments.
- Use the Comms and Engagement forward-look to plan engagement activities to deliver best impact for Visa, services and Information (VSI)
- Deliver Induction on arrival of new Head of the mission or Head of Network on the posting and deliver quarterly upskilling sessions for missions within geographical remit.
- Work with External Relations and International Communications Managers to distribute regionally tailored communications as and when required, including delivery of annual strategic campaigns, operational messaging, and crisis support.
- Support high profile events and high value applications, distributing event specific communications (e.g. King’s Coronation, sporting events) and encouraging applicants to apply early.
- Support Head of Region with input in Country Business Planning for priority countries.
- Manage the Regional Outreach inbox on a rota basis, replying to queries from HMG, businesses & governments within 24 hours.
- Conduct formal audits of Visa Application Centres and Secure English Language Testing Centres to ensure compliance with UKVI standards, within timescales set by the Assurance and Integrity Manager.
- Investigate local customer experience issues identified via VSI Customer Insight Dashboard, stakeholder insight, VAC visits and social media listening.
- Regularly collect information on market, visa service and customer offer sharing with relevant teams, directly where appropriate or using the IN Insight tool.
- Implement the Global Partner Programme in the priority markets, working with Department for Business and Trade to identify potential programme members.
- Customer Account Manager for Education Sector, UK Visa & Immigration (UKVI) from 1 May 2019 – Dec 2023.
- As Office Manager from 10 Aug 2015 to 30 Apr 2019, supervised and managed the biggest team of 40-50 team members in visa section.
Manager- Operations
Genpact
11.2010 - 06.2015
- I managed Operations of Wealth Management team of Australia’s largest Bank- Westpac.
- Leading a team of 56 - 60 associates and 2 Team Leads; accountable for overall client delivery.
- Drive process improvements initiatives to boost the operational efficiency of the site and process.
- Understanding the training, assessment and certification needs of the team and ensuring their Performance & Skills development.
- Identifying customer impacting issues, working out solutions and process improvements to improve TAT & quality of delivery.
- Effective Client Management on month on defined SLAs of Productivity, Cycle Time and Accuracy.
- Periodic Audits to ensure all process and procedures are adhered to as per ISO.
- Successfully transitioned and migrated team of 40 Full Time Employees (FTES) to an outsourced location which grew into a 74 Employees team for a Health Insurance Process.
Deputy Manager
Max New York Life Insurance Co. Ltd.
09.2004 - 11.2010
- I managed operations of Policy Owner Service activities at Service Centers and Stand Alone Offices at various locations and additional channels like Bancassurance and direct sales team, PAN India.
- Meeting set targets of TAT, Accuracy, Productivity.
- Periodic Audits to ensure all process and procedures are adhered to as per ISO.
- Ensuring Regular updations of Customer and Agent Portal for Max Life Insurance.
Assistant Manager
Max New York Life Insurance Co. Ltd.
04.2007 - 10.2008
- Manage operations of Policy Owner Services activities at Service Centers and Stand Alone General Offices of North & South Zone.
- Ensure robust feedback and training plan for all executives at various locations.
- I managed inventory of each Service Center/General Office and met targets of TAT, Accuracy, Productivity.
- Reduction in Rejection of Policy Servicing Requests was achieved by being part of Lean Six Sigma project.
Customer Service Specialist
Max New York Life Insurance Co. Ltd.
09.2004 - 04.2007
- Team Member of the biggest project in Helpline – Project IVR to automate the system.
- Servicing of Agent Advisors & Customers with respect to queries and status on pending proposals.
- Handling queries and complaints of Policyholders and Agent Advisors.
- Processing the Policy changes requests of the Policyholders.
- Doing hourly Analysis of the daily call volume.
- I initiated and implemented decentralization of service activities of Banca & DST Channel PAN India.
- I have successfully decentralized customer services processing at 90 locations PAN India.
- Successfully completed GB Project on Reduction of Decline of Service Request, as a Core Team Member.
Education
Post Graduate Diploma in Business Administation - HR
Symbiosis Institute Of Management
PuneBachelor of Commerce -
Delhi University
Grade XII - C.B.S.E
St. Marks Sr. Secondary Public School
Skills
- Stakeholder engagement
- Customer relationship management
- Performance management
- Training delivery and staff development
- Audit coordination
- Public speaking and presentation
- Multitasking skills
- Positive attitude and motivation
- Onboarding and orientation processes
- Organizational skills
- Team development and collaboration
Certification
- Certified in Foundational & Advanced Managerial Skills, CLS Training, Genpact
- Certified in Imparting Impactfully, Max Life
- Achieving Customer Service Excellence, Max Life
- Situational Leadership, Dale Carnegie
Accomplishments
- Initiated and implemented decentralization of service activities of Banca & DST Channel PAN India.
- Successfully decentralized customer services processing at 90 locations PAN India.
- Awarded with Team Excellence Award twice for the highest productivity.
Timeline
Visa Outreach Officer
BRITISH HIGH COMMISSION
08.2015 - Current
Manager- Operations
Genpact
11.2010 - 06.2015
Assistant Manager
Max New York Life Insurance Co. Ltd.
04.2007 - 10.2008
Deputy Manager
Max New York Life Insurance Co. Ltd.
09.2004 - 11.2010
Customer Service Specialist
Max New York Life Insurance Co. Ltd.
09.2004 - 04.2007
Post Graduate Diploma in Business Administation - HR
Symbiosis Institute Of Management
Bachelor of Commerce -
Delhi University
Grade XII - C.B.S.E
St. Marks Sr. Secondary Public School
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