Operations Manager

Job Purpose The Operations Manager is responsible for leading and managing the Visa Application Centre (VAC) operations to ensure service excellence, operational efficiency, regulatory compliance, and achievement of business objectives. The role oversees day-to-day operations, financial performance, resource planning, process enhancement, stakeholder engagement, and team development while maintaining the highest standards of customer service and information security.

As this role involves managing diverse customer groups and liaising with diplomatic missions, proficiency in additional languages such as French, Arabic, Mandarin, or other relevant languages will be an advantage.

Key Responsibilities: Business & Financial Management

• Lead and manage the overall operations of the VACs to achieve business objectives and service excellence.
• Drive profitability and ensure achievement of EBIT and other financial targets set by the Zone and Region.
• Monitor and control operating expenses, budgets, and resource allocation to optimise operational efficiency.
• Drive revenue growth through Value-Added Services (VAS) and ensure achievement of monthly and annual conversions targets.
• Track and analyse operational productivity and VAS performance through regular reporting and reviews.
• Forecast workforce requirements and implement effective manpower planning strategies, including peak season recruitment.

Operations & Process Management

• Ensure compliance with all Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), client requirements, and internal policies.
• Lead, coach, and mentor teams to maintain consistent service delivery and operational excellence.
• Monitor operational performance against established objectives and key performance indicators.
• Identify, recommend, and implement process improvements to enhance efficiency, productivity, and customer experience.
• Lead the rollout and implementation of new operational processes, systems, and initiatives across the VACs.
• Ensure adherence to quality management standards, including ISO and organizational compliance requirements.
• Conduct regular operational audits and reviews to maintain process effectiveness and service quality.

People Leadership & Development

• Lead and develop a high-performing team through effective coaching, mentoring, and performance management.
• Ensure employees receive appropriate product, process, compliance, and customer service training.
• Support employee growth through continuous learning, skills development, and operational certification programs.
• Monitor workforce productivity, attendance engagement, and succession planning initiatives.
• Foster a collaborative and inclusive work environment aligned with organizational values.

Stakeholder & Client Relationship Management

• Build and maintain strong professional relationships with Consulate, Embassy, and client representatives.
• Act as the primary operational escalation point for stakeholders and ensure timely resolution of issues.
• Collaborate with internal departments, including Human Resources, Finance, Administration, IT, and Compliance, to support business objectives.
• Partner with business teams to identify opportunities for service enhancement and new revenue streams.

Security, Compliance & Risk Management

• Ensure full compliance with corporate policies, contractual obligations, and regulatory requirements.
• Oversee physical security, document security, and information security measures within the VAC.
• Identify and mitigate operational, compliance and security risks.
• Drive awareness and adherence to Corporate Security Policies and Information Security Standards.
• Lead investigations and corrective actions relating to operational incidents, security breaches, or compliance concerns.

Innovation & Continuous Improvement

• Promote a culture of innovation and continuous improvement.
• Encourage employees to contribute ideas, best practices, and solutions that enhance operational efficiency and customer satisfaction.
• Support digital transformation initiatives and implementation of technology-driven solutions.

Sustainability, Health & Safety

• Promote responsible and sustainable use of organizational resources.
• Ensure compliance with Environment, Health & Safety (EHS) policies, procedures, and regulatory requirements.
• Foster a safe and healthy workplace culture through continuous awareness and adherence to safety standards.

Qualifications & Experience:

• Bachelors' Degree in Business Administration, Operations Management, Hospitality, Management, or a related discipline.
• Minimum 5 to 8 years of operations management experience, preferably within customer service, shared services, visa processing, hospitality, aviation, BPO, or service-oriented industries.
• Proven experience in leading teams and managing operational performance in a fast-paced environment.
• Strong financial acumen with experience managing budgets, revenue targets, and operational profitability.
• Experience working with government agencies, diplomatic missions, embassies or multinational stakeholders will be an advantage.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities and deliver results under pressure.
• High attention to detail and compliance standards.
• Proficiency in Microsoft Office applications and operational reporting tools.
• Ability to drive change, process improvement, and operational excellence.

Why Join Us? Join a global organisation where you will play a critical role in delivering exceptional visa and consular support services while leading operational excellence, innovation, and team success across a dynamic multicultural environment.