Senior Operations Manager
2 weeks ago
Our client is an outsourcing and technology services specialist who work with governments and diplomatic missions worldwide, managing administrative tasks related to visas, passports, identity management, and other citizen services.
**Responsibilities**
- Managing overall operational responsibilities of the back office at the Immigration hub in Thailand with accountability for the processes, SLAs, and adherence, revenue, profitability, and customer delight.
- Handling overall responsibility for relationship management with the Immigration department of Thailand.
- Ensuring smooth functioning of the business unit & undertaking direct responsibility for the profitability.
- Ensuring profitability and the achievement of revenue targets set by the company.
- Controlling & maintaining business unit budgets (revenue & resources).
- Ensuring compliance with all existing processes and meeting defined Service Level Agreements.
- Maintaining a high level of staff productivity and efficiency.
- Enhancing processes to improve the quality and efficiency of the business unit and leading new process roll-outs as per the organizational requirements.
- Ensuring that the teams are aligned & contribute towards the achievement of parameters listed in the Team Objective Tracker.
- Ensuring necessary product and process training is provided to all staff regularly through coaching and development programs.
- Handling key interactions with Immigration, B2B, B2C and networking, the Tourism Department, and travel agents.
- Performing other tasks as assigned.
**Qualifications**
- Minimum education or global equivalent, additional in post graduate or global equivalent.
- 6-10 years of experience, preferably in the Travel and Tourism or the Service industry.
- At least 5 years of experience in handling teams and managing processes.
- Adaptability and presence of mind to handle complaints and escalations.
- Ability to innovate and enhance procedures and methods to increase productivity & cost-effectiveness.
- VAC Operation Management, Project Management, Selling & Business Development skills.
- Fluent in English (reading, writing, and speaking).
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