Job Description

We are seeking an experienced Operations Manager to oversee the daily operations of a Visa Application Centre supporting the French market. The role is responsible for operations management, regulatory compliance, people leadership, customer service excellence, and financial performance, ensuring full adherence to internal procedures, service standards, and government requirements.

This role supports visa application services for French-speaking applicants and requires regular verbal and written communication in French to assist applicants and handle visa-related documentation.

Key Responsibilities

Operations & Compliance

• Manage day-to-day operations of the Visa Application Centre in accordance with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).

• Ensure compliance with ISO standards, Operational Compliance Learning (OCL) requirements, and internal audit frameworks.

• Monitor Turnaround Time (TAT), productivity, and service quality metrics.

• Act as the first responder for physical and data security incidents, ensuring zero tolerance for breaches.

• Ensure compliance with Environmental, Health & Safety (EHS) policies and workplace safety regulations.

Financial & Performance Management

• Manage operational budgets and control costs to meet EBIT targets.

• Track operational performance using productivity and reporting tools.

• Implement manpower planning and workforce scheduling to support peak periods.

Stakeholder Management

• Maintain effective working relationships with internal teams and stakeholders involved in visa processing operations.

• Represent the organisation in operational, compliance, and service-related engagements.

People Management & Training

• Lead, supervise, and develop operations staff to achieve performance targets.

• Conduct staff training on process, compliance, security, and customer service standards.

• Support employee engagement, succession planning, and team development initiatives.

• Ensure staff participation in all required HR and compliance programmes.

Customer Service & Service Quality

• Oversee all customer-facing activities to ensure end-to-end service delivery.

• Assist and communicate with French-speaking applicants regarding visa application procedures and documentation requirements.

• Monitor and improve customer satisfaction (Voice of Customer - VOC) metrics.

• Ensure consistent delivery of a premium customer experience.

Revenue & Continuous Improvement

• Implement and monitor Value-Added Services (VAS) to support revenue growth.

• Support business development initiatives in collaboration with Sales and regional teams.

• Identify and implement process improvements to enhance operational efficiency.

Performance Indicators

• Achievement of EBIT and cost control targets

• Compliance with ISO, OCL, and internal audit standards

• Turnaround Time (TAT) and productivity performance

• Customer satisfaction (VOC) scores

• Zero physical or data security breaches

• Staff performance, engagement, and retention

Job Requirements

Education

Diploma or Degree in Business, Operations Management, or a related field.

Experience

• Minimum 5 years of experience in operations management.

• Experience in visa services, regulated service operations, travel services, or customer service operations is preferred.

Language

• Fluency in French (spoken and written) is required as the role involves assisting French-speaking applicants and handling visa-related documentation in French.

• Proficient in English (spoken and written).

Skills & Competencies

• Operations Management

• Regulatory Compliance

• ISO Standards & Internal Audits

• SOP & SLA Management

• Turnaround Time (TAT) Management

• Budgeting & Cost Control

• Manpower Planning & Workforce Scheduling

• Team Leadership & People Management

• Staff Training & Development

• Stakeholder Management

• Data & Physical Security Compliance

• Customer Service & Experience Management

• Value-Added Services (VAS)

• Process Improvement

• Environmental Health & Safety (EHS)

Additional Information

• This role requires the ability to manage regulated operations and handle confidential information.

• Candidate must be comfortable working in a fast-paced, service-oriented environment.