Deputy Manager - Operations

About Us

Are you ready to build a career with a truly global organization?

At VFS Global, we are the world's leading outsourcing and technology services specialist for governments and diplomatic missions worldwide. Operating in 144 countries and serving 63 client governments, we facilitate visa, passport, and consular services that enable millions of people to travel internationally. Since 2001, we have successfully processed millions of applications, making a meaningful impact on global mobility.

Why Join VFS Global?

Global Impact
Be part of an organization that supports governments and travelers worldwide. Your contribution will help facilitate international travel and mobility across the globe.

Diverse and Dynamic Workplace
Work in a multicultural environment where no two days are the same. Gain exposure to diverse customers, processes, and experiences.

Professional Growth
Develop your customer service, communication, and administrative skills while working with industry-leading processes and standards.

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Key Responsibilities

Operations Management

• Manage all day-to-day administrative and functional activities at the Visa Application Centre (VAC).
• Ensure accurate document scrutiny, verification, application processing, and passport logistics.
• Handle cash and banking transactions, where applicable.
• Maintain accurate and timely records of all application data.

2. Quality Assurance & Compliance

• Conduct regular audits and implement new processes, rollouts, and changes.
• Perform quality checks to identify and rectify incorrect or incomplete information.
• Monitor, track, and reduce operational errors within acceptable limits.
• Ensure adherence to SLAs, SOPs, ISO requirements, and organizational policies.
• Maintain high standards of ethics, integrity, and compliance.

3. Service Excellence

• Enhance customer and mission satisfaction through process improvements and operational efficiencies.
• Ensure all applications are processed within mandated turnaround times.
• Handle customer/applicant escalations effectively.
• Support achievement of Team Objective Tracker parameters.

4. Risk & Performance Management

• Ensure no penalties are incurred through effective monitoring and control of internal errors.
• Manage VAC productivity and maintain physical and data security standards.
• Promote cost-effective operations and continuous improvement initiatives.

5. People Management & Development

• Conduct regular product and process training for staff.
• Ensure completion of HR-mandated training programs and Internal Process Certifications (OCLs).
• Mentor team members and support succession planning initiatives.
• Provide ongoing guidance and operational support to team members.
• Coordinate with support functions to resolve team-related matters.

6. Business Growth

• Drive Value Added Services (VAS) delivery and support achievement of VAC VAS targets.

7. Environment, Health & Safety

• Ensure judicious use of natural resources.
• Adhere to environmental, health, and safety policies, objectives, and organizational guidelines.