Manager Operations

Job Overview The Manager - Operations will oversee the Visa Application Unit, ensuring optimal efficiency and productivity through the implementation of effective operational strategies and process improvements. Additionally, the role involves supervising day-to-day activities, managing resources, and driving performance to meet organizational goals and service standards.

 

Business Unit and Financial Management • Oversee the entire business unit, ensuring overall operational success. • Ensure the unit’s profitability and meet EBIT targets set by the Zone/Region. • Manage the unit’s expense budgets and allocated resources effectively. • Enhance and maintain ongoing Value-Added Services to meet monthly and annual targets. • Update and track productivity and Value-Added Services Conversion Grid on a weekly/monthly basis for performance reviews. • Forecast manpower requirements, particularly for peak season hiring needs. 

Process and Team Management • Adhere to all existing processes and meet the defined Service Level Agreements. • Mentor teams to ensure adherence to all SOPs and processes, in line with organizational and ISO standards. • Align teams with objectives listed in the Team Objective Tracker and ensure their contribution toward achieving these goals. • Implement process improvements to enhance quality and efficiency within the unit. • Lead the implementation of new processes in the Visa Application Centre(s). • Oversee regular product and process training for staff, including coaching and development. • Ensure staff attendance at HR-scheduled training and conduct Internal Process Certifications (OCLs) to monitor effectiveness. 

Relationship Building and Innovation • Build and maintain strong business relationships with Consulate officials. • Encourage the team to share innovative ideas and best practices. • Collaborate with the Value-Added Services team to develop new revenue channels. • Manage both physical and data security at the Application Centre, ensuring adherence to the Corporate Security Policy and pre-empting potential breaches. • Coordinate with support functions (Administration, Human Resources, Finance, etc.) as needed.  Environment, Social & Governance • Promote judicious use of natural resources. •  Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines