Manager Operations - Zimbabwe - Turkish Speaker preferably

Job Overview - The Manager - Operations will be responsible for overseeing all VFS operations in Zimbabwe, ensuring optimal efficiency, productivity, and service excellence through the implementation of effective operational strategies and continuous process improvements. The role will manage and supervise day-to-day operational activities, resource allocation, stakeholder engagement, and performance management to achieve organizational objectives and service standards.

In addition, the Manager - Operations will serve as the designated language-speaking Single Point of Contact (SPOC) for Turkey operations across the African region, providing operational oversight, support, and coordination for Turkey visa application services in Benin, Mauritania, Djibouti, and Zimbabwe. The role will be responsible for facilitating communication between stakeholders, ensuring compliance with client requirements, driving service delivery excellence, and supporting the seamless execution of Turkey-related operations within these countries

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 as the designated language specialist and SPOC for Turkey operations in Benin, Mauritania, Djibouti, and Zimbabwe, ensuring continuous, accurate, and effective communication with the client government and other key stakeholders.

·          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.

Desired Candidate Profile

Minimum Requirement :

Education

• Graduate/ Postgraduate or global equivalent degree.

Experience

• 5-7 plus years of experience preferably in Travel and Tourism or Service (Hospitality/Hotel/Airline etc) industry with experience in handling teams and managing processes.
• Should communicate fluently in English and Turkish language.