Operations Manager

Description

Hillcrest Solutions (Private) Limited is seeking an experienced Operations Manager to lead the Visa Application Centre (VAC) business unit. This role commands full ownership of daily operations, ensuring efficient service delivery, strict process compliance, and high levels of customer satisfaction. The Operations Manager is responsible for managing a team of 20 staff members, driving profitability, maintaining strong relationships with diplomatic missions, and aligning operational goals with the strategic vision of the Country Manager. Through active mentoring, performance tracking, and fostering innovation, this position ensures the VAC operates smoothly and responds promptly to evolving demands. The ideal candidate brings 8 or more years of experience, preferably in the travel and tourism or service industry, and possesses strong skills in process improvement, supply chain management, project management, and data analysis. They will lead initiatives to enhance service quality and operational efficiency, uphold corporate security and environmental standards, and manage critical performance metrics including revenue targets, customer satisfaction, and compliance. Their responsibilities also include manpower planning, team development, and collaboration with internal and external stakeholders to ensure sustained business success and operational excellence.

Responsibilities

• Manage all day-to-day operations of the Visa Application Centre, ensuring uninterrupted workflow and accountability for unit profitability.
• Drive achievement of established revenue targets and key performance indicators to support company growth objectives.
• Develop, monitor, and enforce financial controls to sustain and improve the unit’s profitability margins.
• Ensure strict compliance with operational procedures, service level agreements, and internal quality standards across all processes.
• Lead and mentor a team of 20 employees by setting clear performance goals, conducting regular reviews, and providing constructive feedback.
• Promote a culture of continuous improvement by encouraging employees to generate ideas and implement best practices for enhanced productivity.
• Plan and lead process improvement initiatives focusing on operational efficiency, service quality, and effective rollout of new procedures.
• Organize and facilitate regular training sessions to ensure staff remain well-informed on product updates, process changes, and compliance requirements.
• Maintain robust physical and information security protocols to safeguard assets and sensitive information in accordance with corporate policies.
• Collaborate with the Value-Added Services team to identify new revenue sources and optimize existing offerings for increased business value.
• Monitor applicant, mission, and employee satisfaction scores; implement strategies to enhance experience and address concerns proactively.
• Build and sustain strong professional relationships with key stakeholders, including diplomatic missions, local partners, vendors, and service providers.
• Conduct manpower planning and forecasting to align workforce capacity with operational demands and business cycles.
• Support employee growth and development through targeted training programs, mentorship, and career advancement opportunities.
• Manage the implementation and adherence to human resources initiatives including staff training, certifications, and compliance with company policies.
• Schedule and lead meetings with diplomatic missions and internal teams to review operational performance and foster collaboration.
• Oversee budgetary responsibilities including revenue management, tracking incentives, and ensuring optimal cost management.
• Ensure compliance with environmental, health, and safety standards, promoting responsible use of resources across the unit.
• Monitor complaint tracking, error reduction, and incident reporting processes, ensuring timely resolution and preventive actions.
• Maintain operational documentation including Standard Operating Procedures, operational manuals, and reporting metrics to support continuous improvement.
• Promote staff recognition programs to motivate team members and enhance employee engagement and retention.
• Review and update the Value-Added Services website regularly to ensure accuracy and current information for diplomatic missions and applicants.

Experience

8 Years

Apply By

Nov 2, 2026

Required Skills

• Process Improvement
• Supply Chain Management
• Project Management
• Lean Management
• Data Analysis
• Budgeting and Forecasting
• Team Leadership
• Performance Management
• Compliance Management

Nice to Have Skills

• Customer Relationship Management
• Training and Development
• Risk Management
• Communication