Deputy Operations Manager - German and Mandarin Speaking
We are seeking an experienced Deputy Operations Manager to oversee the daily operations of
a Visa Application Centre supporting German- and Mandarin-speaking markets. The role
is responsible for operations management, regulatory compliance, people leadership, customer
service excellence, and financial performance, ensuring full adherence to internal procedures,
service standards, and government requirements.
This role supports visa application services for German- and Mandarin-speaking applicants
and requires regular verbal and written communication in both languages to assist applicants and
handle visa-related documentation.
Key Responsibilities
Operations & Compliance
• Manage the day-to-day operations of the Visa Application Centre in accordance with
Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
• Ensure compliance with ISO standards, Operational Compliance Learning (OCL)
requirements, and internal audit frameworks.
• Monitor Turnaround Time (TAT), productivity, and service quality metrics.
• Act as the first responder for physical and data security incidents, ensuring zero tolerance
for breaches.
• Ensure compliance with Environmental, Health & Safety (EHS) policies and workplace
safety regulations.
Financial & Performance Management
• Manage operational budgets and control costs to meet EBIT targets.
• Track operational performance using productivity and reporting tools.
• Implement manpower planning and workforce scheduling to support peak periods.
Stakeholder Management
• Maintain effective working relationships with internal teams and stakeholders involved in
visa processing operations.
• Represent the organisation in operational, compliance, and service-related engagements.
People Management & Training
• Lead, supervise, and develop operations staff to achieve performance targets.
• Conduct staff training on process, compliance, security, and customer service standards.
• Support employee engagement, succession planning, and team development initiatives.
• Ensure staff participation in all required HR and compliance programmes.
Customer Service & Service Quality
• Oversee all customer-facing activities to ensure end-to-end service delivery.
• Assist and communicate with German- and Mandarin-speaking applicants regarding
visa application procedures and documentation requirements.
• Monitor and improve customer satisfaction (Voice of Customer—VOC) metrics.
• Ensure the consistent delivery of a premium customer experience.
Revenue & Continuous Improvement
• Implement and monitor Value-Added Services (VAS) to support revenue growth.
• Support business development initiatives in collaboration with Sales and regional teams.
• Identify and implement process improvements to enhance operational efficiency.
Performance Indicators
• Achievement of EBIT and cost-control targets
• Compliance with ISO, OCL, and internal audit standards
• Turnaround Time (TAT) and productivity performance
• Customer satisfaction (VOC) scores
• Zero physical or data security breaches
• Staff performance, engagement, and retention
https://talenthub.msitechnologiesinc.com/careers/phNZ7KcBsW5f7eCDZtfq/jobs/Ki7ElNbAttmiul6vV4WM