Manager Operations - One Vasco VFS Global

The Manager – Operations – One Vasco will be responsible for managing visa concierge services for business clients. Additionally, this role involves managing daily operations, ensuring a smooth workflow, and supervising a team of staff members. The key objective is to ensure the efficient processing of visa applications, prompt resolution of ticket issues, and the delivery of exceptional customer service.

Strategic Planning and Business Development

· Oversee the creation and execution of business plans, ensuring alignment with corporate goals.

· Analyze and streamline processes to improve productivity.

· Implement best practices to ensure operational excellence.

· Identify and address bottlenecks in workflow.

· Supervise, mentor, and manage the B2B team.

· Foster a culture of collaboration, accountability, and continuous improvement.

· Manage recruitment, training, and performance evaluations for the B2B team.

· Analyze financial reports to identify trends and areas for improvement.

· Oversee the implementation and usage of technologies.

· Promote products and services to new and existing customers to maximize revenue generation.

· Ability to work under pressure in a target-driven environment.

Client and Stakeholder Engagement

· Build and maintain relationships with corporates and internal stakeholders.

· Act as a point of escalation for operational issues with external parties.

· Communicate and implement changes effectively across teams.

· Enhance customer satisfaction through seamless operational processes.

· Assess customers’ needs and provide assistance and information on product features.

· Establish long-term customer relationships for future cross-sell and up-sell opportunities.

· Conduct monthly review calls with corporate clients.

· Onboard new corporates.

Compliance, Brand Management, and Market Intelligence

· Ensure adherence to SOPs, compliance, legal, regulatory, and company standards.

· Identify potential risks and implement measures to mitigate them.

· Improve employee experience by addressing operational challenges that impact productivity.

Environment, Social & Governance

• Promote judicious use of natural resources.

• Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.