Centre Operations Head - Visa Application Centre

About the role

The Centre Operations Head manages the Visa Application Centre, ensuring service standards, process compliance and customer satisfaction while leading the centre team and managing costs and revenue. The role is accountable for centre operations and is the main point of contact for the diplomatic mission.

Key responsibilities

• Manage daily centre operations so applications are processed in line with SOPs, service levels and turnaround times.
• Deliver revenue, value-added services and productivity targets while managing operating costs.
• Lead the centre team, including workforce planning, rostering, performance management and development.
• Ensure staff complete required process training and certifications, and that SOPs and work instructions are followed and kept current.
• Maintain physical and information security, reporting incidents within required timeframes.
• Monitor and improve applicant, mission and employee satisfaction.
• Manage the day-to-day relationship with the diplomatic mission, including operational reviews and follow-up actions.
• Lead process improvements and implement new processes at the centre.
• Maintain confidentiality and handle personal data in line with data protection requirements.
• Follow health and safety requirements and complete mandatory training on time.

Required profile

• Bachelor's degree or equivalent.
• Minimum eight years of experience in service operations, including at least three years leading a customer-facing site or team.
• Experience in high-volume environments with defined service-level agreements.
• Fluency in the local language of the assigned country and in spoken and written English.

Required skills

• Leadership and team management
• Service quality and results delivery
• Communication, teamwork and collaboration
• Visa application centre operations management and SOP compliance
• Customer experience management
• Workforce planning and productivity
• Security and incident management

Working conditions include occasional travel within the country and working centre hours, including shifts, peak-period coverage and weekends where required.