Visa Center Manager (Operations Manager)

Job Description

Visa Center Manager (Operations Manager)

Company: VAS Global Services

Location: Nepal

Job Type: Full-time

About the Role

VAS Global Services is seeking an experienced and results-driven Visa Center Manager (Operations Manager) to lead the operations of our Visa Application Centre (VAC) in Nepal.

This role is responsible for overseeing end-to-end operations, ensuring service excellence, compliance with SLAs, and maintaining strong relationships with Diplomatic Missions while driving business performance and customer satisfaction.

Key Responsibilities

• Manage day-to-day operations of the Visa Application Centre with full accountability for performance and profitability
• Drive revenue targets and ensure achievement of business objectives
• Ensure strict adherence to SOPs, SLAs, and operational processes
• Lead, mentor, and manage teams to achieve high productivity and service standards
• Monitor staff performance and provide continuous feedback and development
• Drive process improvement initiatives and implement operational enhancements
• Conduct training programs and ensure staff certification and compliance
• Oversee security protocols, including data protection and physical security
• Collaborate with internal teams to drive Value-Added Services (VAS) revenue
• Monitor and improve applicant and mission satisfaction scores
• Build and maintain strong relationships with Embassies, Consulates, and stakeholders
• Manage manpower planning and workforce optimization
• Ensure timely reporting, audits, and operational documentation

Key Performance Indicators (KPIs)

• Revenue and profitability targets achievement
• Staff productivity and optimal utilization (FTE)
• Value-Added Services (VAS) performance
• Customer satisfaction (applicants and diplomatic missions)
• SLA adherence with zero penalties
• Audit and compliance scores (internal & external)
• Attrition control and employee satisfaction
• Turnaround time (TAT) adherence
• Error reduction and complaint management within defined limits
• Timely reporting and operational reviews
• Zero incidents related to process integrity or security

Qualifications & Experience

Education:

• Bachelor’s degree (mandatory)
• Postgraduate qualification preferred

Experience:

• 8–10 years of experience in operations, preferably in travel & tourism, visa services, or service industry
• Experience managing teams in high-volume, customer-facing environments
• Experience handling government or embassy-related processes is an advantage

Skills & Competencies

• Strong operations management and leadership skills
• Ability to handle escalations, complaints, and high-pressure situations
• Experience in process improvement and performance management
• Strong business and commercial acumen
• Proficiency in MS Office and reporting tools
• Excellent communication and stakeholder management skills
• Strong focus on customer service and quality delivery