Center Operations Head

About the role

Manage the Visa Application Centre, ensuring service standards, process compliance and customer satisfaction while leading the centre team and overseeing costs and revenue.

Key responsibilities

• Manage daily centre operations, ensuring applications are processed according to SOPs, service levels and turnaround times.
• Deliver revenue, value‑added services and productivity targets while controlling operating costs.
• Lead the centre team, handling workforce planning, rostering, performance management and development.
• Maintain physical and information security, report incidents promptly and ensure data protection compliance.

Required profile

• Bachelor’s degree or equivalent.
• Minimum eight years of experience in service operations, with 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.
• Visa application centre operations management.
• Process and SOP compliance.