Manager - Operations

VFS Global serves 71 client governments and operates more than 4,275 application centres across 170 countries, according to its September 2026 figures. Its services include applications for Norway, Sweden and Iceland in the Schengen area, as well as Canada, and biometric collection for Australia. Canadian visa application centres operated by VFS Global include Sydney, Melbourne and Perth in Australia, and Auckland in New Zealand.

The Manager - Operations will be responsible for managing 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.

Duties & Responsibilities

Job Description

• 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.

• Sustainability

Promote judicious use of natural resources.

Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines

• Anti Bribery Management Systems (ABMS)

Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.

a. Understanding of ethical standards and the importance of integrity in business practices.

b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.

Education

Graduate/ Postgraduate or global equivalent degree.

Experience

5 – 7 years of experience preferably in Travel and Tourism or Service, Airlines industry with experience in handling teams and managing processes.

Language:

Fluent in English

Japanese N1/N2 certificate

Email [email protected] if you need further information about the position.

Requirements

• 5 – 7 years of experience preferably in Travel and Tourism or Service
• Airlines industry with experience in handling teams and managing processes.

Work location

Sydney NSW Australia

Pay: $80,000.00 – $85,000.00 per year

Work Location: In person