About the Role

We are seeking an experienced and entrepreneurial candidate for the position of Country Manager – Lebanon to set up and lead our clients' Visa and Government Service Centers across Lebanon.  The role reports to the Regional Head of Operations.

This role will be responsible for establishing operations, managing multi-site service centres, driving commercial performance, ensuring regulatory compliance, and representing VAS with government entities, partners, and key stakeholders.

The ideal candidate will bring strong leadership experience within visa services, government outsourcing, customer service centres, shared services, BPO, or other regulated service environments, with a proven ability to build, stabilise, and scale operations in Lebanon.

Key Responsibilities

Strategic Leadership & Market Expansion

• Develop and execute the country strategy for launching and scaling our clients' visa service centres across Lebanon.
• Identify new locations, partnerships, and growth opportunities aligned with business objectives.
• Monitor market trends, competitor activity, and regulatory changes in visa and government services.
• Represent our client in discussions with government authorities, embassies, consulates, and strategic partners.

Operations & Service Delivery

• Oversee end-to-end operations of multiple visa and service centers.
• Ensure high standards of customer service, operational efficiency, and service quality.
• Implement SOPs, SLAs, and operational controls across all locations.
• Drive continuous improvement initiatives to enhance customer experience and turnaround times.

Financial & Commercial Management

• Own the country P&L, including revenue, costs, and profitability.
• Develop and manage annual budgets, forecasts, and business plans.
• Optimise operational costs while maintaining service excellence. 
• Support pricing strategies, contract negotiations, and commercial agreements.

People & Leadership

• Build, lead, and develop the country leadership and operations teams.
• Ensure effective workforce planning, recruitment, and talent development.
• Drive performance management, productivity, and engagement across service centers.
• Ensure compliance with local labor laws and company HR policies. 

Compliance, Governance & Risk

• Ensure full compliance with Lebanese regulations, licensing requirements, and contractual obligations.
• Maintain strong governance, internal controls, and risk management practices.
• Ensure data privacy, security, and compliance standards are upheld.
• Manage audits, inspections, and regulatory reviews.

Stakeholder & Partner Management

• Act as the primary point of contact for key government bodies and partners.
• Build strong relationships with embassies, consulates, vendors, and service providers.
• Provide regular performance and risk updates to group leadership.

Qualifications & Experience

Education:

• Bachelors degree in Business Administration, Management, Operations, or a related field.
• MBA or equivalent postgraduate qualification is preferred.

Experience:

• 12+ years of progressive leadership experience.
• Proven experience as a Country Manager, General Manager, Operations Head, or similar role.
• Strong background in visa services, government outsourcing, service centers, BPO, shared services, customer experience, or regulated operations.
• Experience setting up and managing multi-site operations in Lebanon is essential.
• Proven P&L ownership and large-scale team management experience.

Skills & Competencies:

• Strong strategic, commercial, and operational leadership skills.
• Deep understanding of service center operations and customer journey management.
• Excellent stakeholder management and negotiation skills.
• Strong financial acumen and decision-making capability.
• Ability to operate in a regulated, high-volume service environment.
• Excellent communication skills in English; Arabic is a strong advantage. 
• Results-driven, resilient, and capable of scaling operations from setup to maturity.