We are seeking a highly capable Operations Manager to lead our Visa Application Centre. The ideal candidate will be a native Japanese speaker with a minimum of 5 years of operations management experience, preferably in the visa, travel, or customer service industry.
This role demands a strong leader who can drive performance, uphold compliance, manage client relationships, and inspire teams-all while ensuring a premium customer experience.
Key Responsibilities
- Lead the daily operations of the Visa Application Centre, ensuring compliance with internal SOPs and Service Level Agreements (SLAs).
- Achieve financial targets, including EBIT goals set by the regional leadership.
- Develop and maintain strong relationships with Japanese Consulate officials and government stakeholders.
- Drive staff productivity, service quality, and team alignment with the Team Objective Tracker.
- Oversee all customer-facing functions and ensure smooth end-to-end application processing.
- Conduct internal audits and lead Operational Compliance Learning (OCL) assessments to uphold ISO and regulatory standards.
- Monitor physical and data security compliance and act as the first responder to potential breaches.
- Ensure proper implementation and tracking of Value-Added Services (VAS), enhancing revenue through innovation and process excellence.
- Encourage team-generated Spark Ideas and the adoption of best practices across all locations.
- Prepare for peak periods with accurate manpower forecasting and scheduling.
- Control operational expenses and ensure effective resource allocation.
- Conduct process, product, and compliance training for staff ensure attendance in all HR-mandated programs.
- Guide business development initiatives alongside the regional VAS and Sales teams to grow new revenue streams.
- Foster an inclusive, supportive, and mentally safe working environment, especially during seasonal workloads.
- Ensure strict adherence to environmental, health, and safety (EHS) policies, promoting sustainability in all operations.
Performance & Success Metrics
- EBIT target achievement and cost control
- Zero tolerance for physical/data security breaches
- OCL & audit compliance scorecards
- TAT (Turnaround Time) and customer service excellence
- Team development and succession planning
- Innovation through Spark Ideas contributions
- Weekly/monthly tracking of Productivity & VAS Conversion Grid
- Customer satisfaction (VOC) metrics
Requirements
- Education: Diploma or Degree in Business, Operations, or a related field
- Experience: Minimum 5 years in an operations management role
- Languages: Native Japanese speaker, fluent in English (spoken and written)
- Skills & Competencies:
Strong leadership and mentoring capabilities
Advanced knowledge of process compliance, internal audits, and ISO practices
Budgeting, cost control, and resource planning
Conflict resolution and team counselling
Proficiency in MS Office tools and operational tracking systems
Customer-focused mindset and business development acumen
Strong organizational, communication, and interpersonal skills
Committed to inclusive practices and TRIFAP workplace standards
Contact
Vijay
+65 93864399
EA Reg No: R1768305
