Center Operations Head

Center Operations Head

Location: Manila, Philippines

Function: Operations

Company: VAS Global Services

VAS Global Services is looking for an experienced Center Operations Head to lead the day-to-day operations of our Visa Application Centre in Manila, Philippines.

The successful candidate will be responsible for ensuring efficient service delivery, operational excellence, compliance with established procedures, and a high-quality applicant experience. This role will also oversee center performance, team management, cost control, and the operational relationship with the relevant diplomatic mission.

Key Responsibilities

• Oversee daily Visa Application Centre operations, ensuring compliance with SOPs, service standards, and turnaround times.
• Drive operational performance, productivity, revenue, and value-added services while managing operating costs.
• Lead and develop the center team, including workforce planning, staff scheduling, performance management, and training.
• Ensure all employees are trained on operational procedures and consistently adhere to established policies and work instructions.
• Maintain high standards of physical and information security, ensuring incidents are promptly reported and addressed.
• Monitor and improve applicant satisfaction, service quality, and employee engagement.
• Manage day-to-day operational coordination with the relevant diplomatic mission, including performance reviews and follow-up actions.
• Identify opportunities for process improvement and lead the implementation of new procedures and operational initiatives.
• Coordinate with internal stakeholders across Finance, HR, IT, and Security to ensure smooth center operations.

Requirements

• Bachelor’s degree or equivalent qualification.
• At least 8 years of experience in service operations , including a minimum of 3 years leading a customer-facing site or team.
• Proven experience managing high-volume, customer-facing operations in an SLA-driven environment.
• Strong leadership, workforce planning, and performance management capabilities.
• Demonstrated understanding of operational compliance, SOP implementation, customer experience, and security procedures.
• Excellent communication, stakeholder management, and problem-solving skills.
• Fluency in English and the local language required for the role.
• Willingness to work according to center operating hours, including shifts, weekends, and peak periods when required.