Visa Center Manager / Operations Manager

About the role

Leads daily VAC operations and is accountable for service quality, staff productivity, process compliance and applicant experience.

Key responsibilities

• Oversee reception, application submission, biometrics, call support and back-office processing, including staff deployment and shift coverage
• Monitor service levels, turnaround time, accuracy, complaints, productivity and approved revenue targets; resolve issues and escalate risks
• Ensure teams follow approved procedures, privacy and security controls, and applicable safety requirements
• Coach supervisors and staff, organize process training and certification, and lead service improvements
• Prepare operational reports and coordinate with VAS, IT, HR, Finance, Admin, Security and mission contacts

About you

• Graduate degree in Business, Tourism, Operations or a related field; postgraduate qualification preferred
• 8–10 years of experience, preferably in travel, tourism or service operations
• Experience leading teams and managing customer escalations, service targets, budgets or process controls
• Proficient in MS Office and reporting; strong leadership, communication, customer-service and problem-solving skills