About the Role

To take full ownership of the business units operations (Visa Centre), ensuring efficient service delivery, process compliance, and customer satisfaction at the Visa Application Centre (VAC). The Operations Manager/Visa Center Manager is directly responsible for managing day-to-day operations, team performance, and maintaining professional relationships with the respective Diplomatic Missions, while aligning with the strategic direction provided by the Country Manager.

Key Responsibilities

• Manage the day-to-day operations of the business unit, ensuring smooth functioning and full accountability for the units profitability
• Drive achievement of revenue and targets set by the company for the unit/VAC
• Develop, monitor, and control the Units profitability
• Ensure strict compliance with all operational processes and service level agreements (SLAs) within the Unit
• Mentor and guide teams to adhere to Standard Operating Procedures (SOPs), organisational policies, and internal quality standards
• Maintain high level of staff productivity and efficiency through performance tracking and continuous feedback
• Encourage innovation by encouraging staff to generate ideas and share best practices across the team. Also ensure every idea is examined and viable ideas are presented to management for review and implementation
• Lead process improvement initiatives to enhance service quality and operational efficiency, including rollout of new processes at the VAC
• Lead process improvement initiatives to enhance service quality and operational efficiency, including rollout of new processes at the VAC
• Conduct regular product and process training through structured coaching and development programs
• Oversee physical and information security at the VAC, ensuring effective controls and full adherence to the Corporate Security Policy
• Collaborate with the Value-Added Services team to identify and implement new revenue streams
• Monitor and improve applicant satisfaction scores through pro-active service excellence and issue resolution
• Monitor and improve diplomatic mission satisfaction scores through proactive engagement and service alignment
• Monitor and improve employee satisfaction scores (ESAT) through team engagement, recognition, and development initiatives
• Develop and maintain strong relationships with diplomatic missions  (Embassies/Consulates), ensuring responsiveness and trust
• Maintain positive working relationships with the local partners and their staff
• Conduct manpower planning and forecasting based on operational needs and historical trends
• Drive personal and professional development of employees through targeted training and growth opportunities
• Ensure staff participation in HR-led training programs and conduct internal process certifications (OCLs) to reinforce compliance
• Organise regular meetings with missions to review performance, discuss initiatives, and strengthen diplomatic relationships
• Review Monthly Operational Reports (MOR) and address all action points and correspondence
• Promote responsible use of natural and company resources across the unit
• Ensure full compliance with the organisations environmental, health, and safety (EHS) policies and objectives

Budgetary and Revenue Responsibilities

• Financial figures - Revenue 
• Productivity target - FTE Optimal utilisation
• Value Added Services Target
• Ensures & Drives updating of Productivity & VAS Conversion Grid - to track performance on a weekly/monthly/basis - data available for H1 & H2 appraisal
• Targets to be shared with the staff & progress reviewed at defined frequency, (recommended weekly)
• Incentives to be disbursed to the staff, as per achievement on a monthly basis
• Customers satisfaction applicants - ensures adequate Surveys are completed (minimum 5% of application counts) and objectives met as per Team Objective Tracker
• Customer satisfaction - Mission scores
• Mystery audit scores - Satisfactory scores on all aspects
• Adherence to client SLA - No penalties
• Adherence to SOP - Work Instruction Manual (to be updated for all Processes, all changed incorporated, post sign-off, from Head-Operations
• Attrition (to be less than 5% - Annualised, or, in line with HR Teams recommendations)
• Employee satisfaction survey scores, Employee feedback & ideas encouraged. Whistle blowers to be managed effectively
• MOR Completed - Reported Timely - MOM Recorded & Closure Completed, for previous open points
• Training man days of staff - Adherence to Annual Training Calendar (-Trainings scheduled by HR)
• Turnaround time - TAT Targets met as prescribed in Team Objective Tracker
• Zero Incidents for any Operations, related to Process Integrity, Loss of Passports, Staff Integrity
• Immediate logging and reporting of Incidents to Reporting Manager, Head of Operations and Security Manager within 24 hours of the incident
• Completion of Action Plan to prevent recurrence of any Incidents, averse to company business Interests
• Maintains & Update the company Website hosted for the mission - reviews the website periodically, to ensure accuracy of information updated & all relevant updates / changes to the Process - Updated on the Website, on an on-going basis
• Completion of Roll outs as per planned dates
• Ensure that the team works on execution of Roll Outs as per target dates
• Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits
• Complaint Tracking - process in place to ensure complaints are monitored, repeats identified, RCA & Action Plan implemented to prevent recurrence
• Percentage of Complaints are within prescribed limits (< 0.05% of Application Volumes)
• Ensures 100% complaints are responded within 48 hours of receipt
• Internal Process Assessment completed - for Team (for 100% staff twice a month)
• Conformance to Internal Audit Requirements - Internal Calibration (RCA in place - Implementation Evident)
• Timely Completion - Reporting (Weekly/Fortnightly/Monthly/Quarterly, or as per desired frequency)
• Financial Audits/ Compliance Certificate to be completed every month, for all teams, and sign-off recorded & sent to Regional Finance
• Staff Reward & Recognition Culture to be encouraged – Staff of the month, employee of the Quarter, et al

Qualifications and Experience 

• Minimum: Graduate or global equivalent
• Additional: Post-Graduate or global equivalent
• 8-10 years of work experience preferably in Travel and Tourism or Service industry
• Adaptability and presence of mind to handle complaints and escalations
• Ability to Innovate and enhance procedures and methods to increase productivity and cost effectiveness
• Ability to read, write and speak fluently in local language
• Ability to read, write and speak fluently in English
• Knowledge of an additional international language would be helpful.