Zonal Operations Head

Zonal Operations Head – Southeast Asia

Location: Manila, PhilippinesCoverage: Philippines, Myanmar, Cambodia, Vietnam and ThailandIndustry: Visa Application Services (VAS)About the RoleVAS Global Services is looking for an experienced operations leader to oversee and drive operational excellence across its Visa Application Centre (VAC) operations in Southeast Asia.Based in Manila, the Zonal Operations Head will lead and support country operations across the Philippines, Myanmar, Cambodia, Vietnam and Thailand, ensuring consistent service delivery, operational efficiency, compliance and a high-quality customer experience across the zone.The role will work closely with country teams, regional leadership, diplomatic missions and relevant government stakeholders to support operational performance, center mobilization and business growth.Key ResponsibilitiesOversee day-to-day operations across VACs in the Philippines, Myanmar, Cambodia, Vietnam and Thailand, ensuring consistent service standards and operational performance.Lead, support and develop country operations managers and center leadership teams across the zone.Monitor operational KPIs, service levels, customer experience, productivity and quality, implementing corrective actions where required.Ensure compliance with contractual requirements, standard operating procedures, security protocols and relevant local regulations.Build and maintain effective working relationships with diplomatic missions, government authorities, local partners, landlords and service providers.Lead or support the mobilization, setup and launch of new Visa Application Centers, including operational readiness, facilities, staffing, systems and process implementation.Oversee operational budgets, resource planning, cost control and productivity improvements across the zone.Manage escalations, operational risks and business continuity matters, ensuring timely resolution and minimal disruption to services.Drive continuous improvement, process standardization and the sharing of best practices across country operations.Provide regular performance updates, operational reports and recommendations to regional leadership.Support business development initiatives, tender submissions, contract renewals and expansion opportunities across the assigned markets.Requirements12+ years of experience in operations management, service delivery or related leadership roles, with substantial experience managing multi-site or regional operations.Proven ability to lead operations across multiple countries and manage country-level teams or operational managers.Experience in visa application services, BPO, travel, hospitality, customer service or other government-facing service environments is preferred.Demonstrated expertise in operational performance management, service quality, compliance, customer experience and KPI/SLA governance.Experience with center setup, mobilization, operational readiness or the launch of new service locations is an advantage.Strong stakeholder management skills, including experience engaging with government authorities, diplomatic missions or institutional clients.Commercial awareness and experience managing budgets, costs, workforce planning and operational efficiency.Strong leadership, communication, problem-solving and decision-making skills.Ability and willingness to travel across the assigned countries as required.