Job Description
About the Role We are seeking a driven and experienced Operations Manager to lead the end-to-end operations of our Visa Application Centre (VAC). In this role, you will play a key part in ensuring operational excellence, compliance, service quality, and team performance , while continuously driving process improvements in a dynamic, customer-focused environment. What You'll Be Doing Operational Leadership Oversee daily VAC operations, including document verification, application processing, cash handling, and passport logistics. Ensure accurate data recording and timely processing of all applications. Maintain strict compliance with Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs). Quality & Process Excellence Conduct regular audits and implement process improvements to enhance efficiency and accuracy. Perform quality checks to ensure all applications meet required standards. Track and reduce internal errors, ensuring compliance and minimizing operational risks. Customer Experience & Stakeholder Management Resolve customer and applicant escalations professionally and efficiently. Liaise with stakeholders and support functions to address operational issues. Drive customer satisfaction through continuous service improvement initiatives. Team Leadership & Development Lead, monitor, and develop a high-performing team. Conduct regular training sessions to support professional growth and process compliance. Ensure completion of required certification and training programs. Support succession planning and build future leaders within the team. Performance & Business Delivery Drive productivity, cost efficiency, and achievement of operational targets. Deliver Value-Added Services (VAS) and contribute to overall business growth. Monitor team performance through structured tracking records. Governance, Sustainability & Compliance Ensure adherence to organizational policies, ISO standards, and compliance frameworks. Maintain physical and data security wi
