VAC Operations Manager

Reporting to: Country managerSubordinates: Supervisors, Team leaders, Agents Requirements: MUST SPEAK ENGLISHQualifications:· Bachelor’s degree or aboveExperiences:· Minimum 5 years’ experience in an international company with customer experience focus· At least 3 years in team management experience· Minimum 3 years’ experience in Operations process managementSkills and abilities:· local Language, French and fluent English(speaking/reading/writing) are mandatory; other foreign language is a plus· Proficiency in MS Office· Detail oriented, initiative and independent· Strong communication and organizational skills· Mature, intelligent and high level of personal integrity· Fast learner· Strong team player, ability to build relationship cross-functionally· Strong sense of responsibility and ability to work effectively within limited deadlines and under pressure· General finance literacy· Emotional inelegance· Project management skill is an advantage· Business development skill is an advantage Responsibilities:· Manage the day-to-day operations of Visa Applications Centre in compliance with Standard Operations Procedure, and for larger Centre’s additionally manage the operations of one or more subsidiary temporary remote Application Centres (TELs)· Develop, coordinate and implement first-class services· Work with the government client, other support organizations and companies to develop and enhance services· Manage the physical facilities of the VAC to ensure they are fit for purpose.· Contribute to strategic planning and implementation actions· Contribute to strategic commercial developments, develop turnover and gross margin, increase market share and lead new commercial developments· Maximize productive efficiency within the company· Ensure the effective management of the VAC/TEL staff team through recruitment, objective setting and review, training and development, and the motivation of staff through effective leadership and appropriate implementation of recognition and reward practices· Ensure appropriate communication channels exist between the staff and customers· Ensure the integrity of systems and processes to manage applications effectively and ensure the confidentiality of client· Manage the VAC operation and staff in accordance with Corporate Values, and develop the Centre’s culture to ensure its alignment with the Values· Support the development of other VAC/TEL locations through advice and mentoring· Ensure the effective implementation of central Company initiatives· Ensure a healthy and safe working environment· Perform business reporting in accordance with Company processes· Improve on Employer’s current delivery and reporting processes KPIs for the Role:· Meet/exceed agreed financial metrics· Meet/exceed agreed service performance metrics· Continuous performance improvement against a dashboard of business metrics, including reduction of accidents and lost time incidents, reduction in staff attrition, reduction of client complaints, and increase in customer satisfaction measures.