Position: Manager Operations

Report to Head of People Operations - TH, SG, Laos

No. of Subordinates: 18 members (Singaporean, Indian, and Japanese staff)

Purpose of the role

To manage the Visa Application Unit with overall responsibility of the unit's efficiency & productivity whilst ensuring compliance to all processes as per service Level Agreements.

Role and Responsibilities

The Manager Operations is responsible for leading and managing the Visa Application Centre (VAC) to ensure operational excellence, profitability, and compliance with service level agreements. This role oversees team productivity, customer satisfaction, and financial performance while maintaining strong relationships with diplomatic missions and ensuring adherence to ISO and organizational standards. Key responsibilities include managing budgets, mentoring staff, driving process improvements, and implementing new initiatives to enhance efficiency and service quality.

• Manage Visa Application Centre operations, ensuring efficiency, productivity, and SLA compliance.
• Drive unit profitability and meet EBIT, customer satisfaction, and VAS revenue targets.
• Build and maintain relationships with consulate officials and key stakeholders.
• Lead, mentor, and train staff to ensure high performance and process adherence.
• Implement process improvements, new initiatives, and ensure ISO & audit compliance.
• Oversee budget control, manpower planning, and overall resource management.
• Ensure data and physical security, safety, and adherence to company policies.
• Report operational performance, handle incidents, and promote continuous improvement culture.

Qualifications:

• Bachelors degree (Masters preferred)
• Native Japanese Speaker with Good English Communication
• 59 years of experience in handling teams and managing process in travel, tourism, hospitality or service industry is prefer.
• (Nice to have) Experience in a related or similar industry this role is management and coordination-focused, not technical.
• Strong leadership, people Management, communication, and operational management skills
• Able to liaise effectively with the Japanese Embassy in Singapore
• Adaptability and presence of mind to handle customer queries and complaints
• Ability to innovate and enhance procedures and methods to increase productivity & cost effectiveness
• Willing and able to relocate or based in Singapore
• Proficiency in MS Office

Salary & Compensation:

• Salary: Up to SGD 6,000 per Month
• Plus 1-month fixed bonus and standard employee benefits