About Our Client

Our client is a leading global provider of technology-enabled outsourcing and business solutions, supporting organizations and customers across multiple markets worldwide. The company operates across a broad international network and places strong emphasis on operational excellence, technology, and service quality.

Job Description

The Manager - Operations will be responsible for managing the Visa Application Unit, ensuring optimal efficiency and productivity through the implementation of effective operational strategies and process improvements. Additionally, the role involves supervising day-to-day activities, managing resources, and driving performance to meet organizational goals and service standards.

Key Responsibilities

Business Unit and Financial Management

• Oversee the entire business unit, ensuring overall operational success.
• Ensure the unit’s profitability and meet EBIT targets set by the Zone/Region.
• Manage the unit’s expense budgets and allocated resources effectively.
• Enhance and maintain ongoing Value-Added Services to meet monthly and annual targets.
• Update and track productivity and Value-Added Services Conversion Grid on a weekly/monthly basis for performance reviews.
• Forecast manpower requirements, particularly for peak season hiring needs.

Process and Team Management

• Adhere to all existing processes and meet the defined Service Level Agreements.
• Mentor teams to ensure adherence to all SOPs and processes, in line with organizational and ISO standards.
• Align teams with objectives listed in the Team Objective Tracker and ensure their contribution toward achieving these goals.
• Implement process improvements to enhance quality and efficiency within the unit.
• Lead the implementation of new processes in the Visa Application Centre(s).
• Oversee regular product and process training for staff, including coaching and development.
• Ensure staff attendance at HR-scheduled training and conduct Internal Process Certifications (OCLs) to monitor effectiveness.

Relationship Building and Innovation

• Build and maintain strong business relationships with Consulate officials.
• Encourage the team to share innovative ideas and best practices.
• Collaborate with the Value-Added Services team to develop new revenue channels.
• Manage both physical and data security at the Application Centre, ensuring adherence to the company's Corporate Security Policy and pre-empting potential breaches.
• Coordinate with support functions (Administration, Human Resources, Finance, etc.) as needed.

Sustainability

• Promote judicious use of natural resources.
• Adhere to the organization's environment, health, and safety policies, objectives, and guidelines.

Anti-Bribery Management Systems (ABMS)

• Follow the roles and responsibilities prescribed in the company's Anti-Bribery Management Systems manual.
• Understand ethical standards and the importance of integrity in business practices.
• Identify and evaluate risks related to bribery in various business contexts.

Key Requirements

• 10+ years of experience, preferably in hospitality, customer-facing, travel and tourism, or service industries, with experience in handling teams and managing processes.
• Graduate/Postgraduate degree or globally equivalent qualification, or equivalent certifications.
• Behavioral Competencies
• Communication
• Digital Fluency
• Diversity, Equity, and Inclusion Orientation
• Personal and Professional Development
• Leadership
• Entrepreneurship
• Quality and Service Orientation
• Teamwork and Collaboration
• Delivering Results
• Functional Competencies
• Operations Management
• Project Management
• B2C Sales
• Client (Mission) Management

Equal Opportunity

Our client is committed to providing equal employment opportunities and fostering an inclusive workplace where individuals from diverse backgrounds are welcomed and supported.