Centre Operations Head

Job PurposeTo manage the Visa Application Centre, ensuring service standards, process compliance and customer satisfaction while leading the center team and managing costs and revenue. The role is accountable for centre operations and serves as the main point of contact for the diplomatic mission.Key ResponsibilitiesManage daily centre operations, ensuring applications are processed in accordance with SOPs, service levels and turnaround times.Deliver revenue, value-added services and productivity targets while managing operating costs.Lead the centre team, including workforce planning, rostering, performance management and development.Ensure staff complete required process training and certifications, and that SOPs and work instructions are followed and kept current.Maintain physical and information security, ensuring incidents are reported within required timeframes.Monitor and improve applicant, mission and employee satisfaction.Manage the day-to-day relationship with the diplomatic mission, including operational reviews and follow-up actions.Lead process improvements and implement new processes at the centre.Maintain confidentiality and handle personal data in accordance with applicable data protection requirements.Follow health and safety requirements and report concerns promptly.Complete mandatory training within required timeframes.Key Working RelationshipsInternal: Country Operations Head, Centre Operations Lead, centre team, Centre Finance Head, HR Lead, IT Lead, Security Head, and Country Finance and HR Heads.External: Diplomatic missions, consulates, applicants, travel agents, vendors and contractors.Qualifications and ExperienceBachelor’s degree or equivalent.Minimum eight years of experience in service operations, including at least three years leading a customer-facing site or team.Experience in high-volume environments with defined service-level agreements.Fluency in the local language of the assigned country.Fluency in spoken and written English.Required Skills and CompetenciesLeadership and team management.Service quality and results delivery.Communication, teamwork and collaboration.Visa application centre operations management.Process and SOP compliance.Customer experience management.Workforce planning and productivity.Security and incident management.Working RequirementsOccasional travel within the assigned country.Work according to centre operating hours, including shifts, peak-period coverage and weekends where required.