Operations Manager - Visa Application Unit

About the role

The Operations Manager manages the Visa Application Unit of a global technology-enabled outsourcing and business solutions provider, ensuring efficiency and productivity through effective operational strategies and process improvements. The role covers day-to-day supervision, resource management and performance driving to meet organizational goals and service standards.

Key responsibilities

• Oversee the business unit, ensure its profitability and meet EBIT targets set by the Zone/Region, and manage expense budgets and resources
• Track productivity and Value-Added Services conversion weekly or monthly, forecast manpower needs and lead new processes in the Visa Application Centre(s)
• Mentor teams to follow SOPs and ISO standards, align them with team objectives and implement process improvements
• Run regular product and process training, ensure staff attend HR-scheduled training and run Internal Process Certifications (OCLs)
• Build relationships with Consulate officials, collaborate with the Value-Added Services team on new revenue channels and coordinate with support functions
• Manage physical and data security at the centre, promote sustainable use of resources and follow environmental, health and safety policies
• Follow the Anti-Bribery Management Systems manual, understand ethical standards and identify bribery-related risks

Required profile

• 10+ years of experience, preferably in hospitality, customer-facing, travel and tourism or service industries, with team-handling and process-management experience
• Graduate or postgraduate degree, globally equivalent qualification or equivalent certifications

Required skills

• Operations management and project management
• B2C sales and client (mission) management