Posted 6 days ago 23 views
The role involves managing the operations of all Visa Application Centres (VACs) across the country, ensuring strict adherence to processes, driving revenue and profitability, and maintaining high levels of customer satisfaction. The position holds overall responsibility for managing relationships with the respective Mission or Embassy and business partners, aligning operational activities with organizational strategy and service standards.
Key Responsibilities
- Lead and oversee all VAC operations within the country, ensuring compliance with established processes and service level agreements (SLAs).
- Take full accountability for process adherence, operational compliance, revenue generation, profitability, strategic resource planning, cost control, and workforce allocation.
- Manage the country’s financial performance by setting and achieving EBIT targets, developing and monitoring budgets, controlling expenses, and conducting financial and productivity analyses. Collaborate with finance teams for long-term financial planning and reporting.
- Drive operational excellence through continuous process improvements, development and maintenance of Standard Operating Procedures (SOPs), policies, and manuals. Lead new process rollouts and enhance quality and efficiency across all VACs.
- Ensure robust risk management by enforcing physical and data security protocols, conducting regular risk assessments, and maintaining compliance with information security standards and statutory regulations.
- Lead, motivate, and develop operational teams to maximize staff productivity, engagement, and performance. Use data-driven methods for manpower planning and facilitate ongoing training and coaching programs. Promote a culture of ethics, integrity, and compliance with corporate values.
- Collaborate with the Value-Added Services team to identify and launch new revenue streams. Engage with government bodies and ministries to explore cross-border business opportunities and build strategic partnerships to expand service offerings.
- Cultivate and maintain strong relationships with Embassy and Consulate officials, manage client retention including contract renewals and rebidding, and oversee vendor and partner relationships to ensure service consistency.
- Monitor the competitive landscape and market trends to inform strategic planning and business positioning. Promote sustainable use of resources and ensure adherence to environmental, health, and safety policies.
Required Qualifications
- Postgraduate degree or global equivalent in any discipline.
- 10-15 years of relevant experience in domains such as BPO, Travel, Hospitality, or Visa services, with at least the last 5 years in a senior management role.
- Cross-domain expertise including HR, IT, Administration, Finance, and Operations within large, geographically dispersed organizations.
- Proven experience in strategic planning, project management, and people leadership.
- Strong business acumen and technology proficiency.
Preferred Qualifications and Attributes
- Experience in setting up new ventures, both local and international.
- Fluency in English and the local language (reading, writing, and speaking).
- Ability to work effectively in culturally diverse environments.
- Cross-functional expertise across multiple business areas.
Competencies
- Behavioral: Entrepreneurship, quality and service orientation, teamwork, diversity sensitivity, personal and professional development, delivering results, communication, networking, and leadership.
- Functional: VAC operations management, project management, and business development/selling skills.
This role demands a dynamic leader capable of balancing operational rigor with strategic growth initiatives while fostering strong stakeholder relationships and delivering exceptional service standards.
Skills
Job Details
VAS Global
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