Operations Manager

Job PurposeTo take full ownership of the business unit’s operations (Visa Centre), ensuring efficient service delivery, process compliance, and customer satisfaction at the Visa Application Centre (VAC).The 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.Roles and ResponsibilitiesManage the day-to-day operations of the business unit, ensuring smooth functioning and full accountability for the unit’s profitability.Drive achievement of revenue and targets set by the company for the unit/VAC.Develop, monitor, and control the Unit’s profitability.Ensure strict compliance with all operational processes and SLAs within the Unit.Mentor and guide teams to adhere to SOPs, organizational policies, and internal quality standards.Maintain high staff productivity and efficiency through performance tracking and continuous feedback.Encourage innovation and best-practice sharing across the team and ensure viable ideas are presented to management.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 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 through proactive service excellence and issue resolution.Monitor and improve diplomatic mission satisfaction 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 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.Organize 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 organization’s Environmental, Health and Safety (EHS) policies and objectives.Indicative KRA's / Budgetary & Revenue ResponsibilitiesRevenue and financial targets.FTE optimal utilization and productivity targets.Value Added Services targets.Productivity and VAS Conversion Grid tracking.Staff target setting and regular performance reviews.Incentive disbursement based on achievement.Applicant satisfaction and survey completion.Mission satisfaction scores.Mystery audit scores.Client SLA adherence and avoidance of penalties.SOP and Work Instruction Manual compliance.Attrition management.Employee satisfaction and engagement.MOR completion and closure of action points.Training compliance.TAT achievement.Zero incidents relating to process integrity, passport loss, and staff integrity.Timely incident reporting and corrective action.Completion of planned rollouts.Error monitoring and reduction.Complaint tracking, RCA, and corrective action.Internal process assessments and audit compliance.Timely operational reporting.Monthly financial audits and compliance certification.Staff reward and recognition initiatives.Key InteractionsExternalTravel Agents / ApplicantsVendors and ContractorsMissionsInternalDepartments within VAS ServicesSupport Functions such as IT, HR and LegalRegional Head of OperationsQualification & Experience RequirementEducationMinimum: Graduate or global equivalent.Additional: Post-Graduate or global equivalent.Experience8–10 years of work experience, preferably in Travel & Tourism or the Service Industry.Knowledge & Key SkillsProficiency in MS Office.Adaptability and presence of mind to handle complaints and escalations.Ability to innovate and enhance procedures and methods to increase productivity and cost effectiveness.Additional RequirementsAbility to read, write and speak fluently in the local language.Ability to read, write and speak fluently in English.Knowledge of an additional international language would be helpful.