Operations Manager - Permanent

The Operations Manager is responsible for the overall management and smooth functioning of the Visa Application Centre (VAC). The role ensures operational efficiency, compliance with client and company standards, exceptional customer service, and effective people management while achieving business objectives.

Ability to speak English

Speaking Spanish is an asset

Key Responsibilities

Oversee the daily operations of the Visa Application Centre and ensure uninterrupted service delivery.

Ensure compliance with Standard Operating Procedures (SOPs), embassy/client requirements, and company policies.

Lead, supervise, coach, and develop the operations team, including Supervisors, Submission Officers, and support staff.

Monitor operational performance and implement process improvements to enhance efficiency and customer experience.

Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently achieved.

Manage staffing, duty rosters, leave schedules, and workforce planning.

Handle customer complaints and escalations professionally and ensure timely resolution.

Ensure accurate handling of visa, passport, consular, and value-added service applications.

Monitor cash handling, fee collection, reconciliation, and financial controls in line with company policies.

Prepare daily, weekly, and monthly operational and performance reports.

Coordinate with embassies, consulates, government authorities, vendors, and internal stakeholders.

Ensure compliance with quality standards, audit requirements, information security, and data protection regulations.

Maintain a safe, secure, and productive working environment.

Support recruitment, onboarding, training, and performance management of operations staff.