Job Overview
The Senior Manager – Operations will be responsible for managing the overall management of the business unit, ensuring smooth and efficient operations. Additionally, the role involves driving operational excellence, optimizing processes, and maintaining high standards of service, compliance, and security across the assigned center(s).
Duties and Responsibilities
Business and Financial Management
• Ensure smooth and efficient functioning of the business unit while assuming direct accountability for its profitability.
• Achieve the revenue targets (EBITA) set by the company and maintain control over the unit’s budgets, including revenue and resources.
• Collaborate with the Value-Added Services team to create new revenue streams and support regional Business Development heads in identifying and securing new business opportunities.
Operational Excellence and Compliance
• Ensure full compliance with all internal processes and external Service Level Agreements (SLAs) within the unit.
• Monitor teams to ensure adherence to Standard Operating Procedures (SOPs) and compliance with organizational and ISO standards.
• Conduct manpower planning and forecasting to ensure the unit is well-resourced for operational needs.
• Maintain high levels of productivity and operational efficiency, while encouraging the implementation of innovative ideas (e.g., SPARK initiatives).
• Manage security at the Centre, both physical and information-related, and implement effective controls to prevent security breaches.
Customer and Stakeholder Relationship Management
• Monitor and enhance satisfaction levels, including the Voice of Customer (VOC), Voice of Missions (VOM), and Employee Satisfaction (ESAT) surveys.
• Build and maintain strong relationships with diplomatic missions (embassies and consulates), resolving issues, managing correspondence, and working collaboratively to offer additional service enhancements.
• Work closely with missions to develop additional service offerings aimed at improving the applicant experience and creating revenue opportunities.
Environment, Social and Governance
• Promote judicious use of natural resources.
• Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.
Anti Bribery Management Systems (ABMS)
• Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
a. Understanding of ethical standards and the importance of integrity in business practices.
b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.
Education
• Graduate or global equivalent, and a Postgraduate degree or global equivalent is preferred.
Experience
• 8 - 10 years of experience in the Travel and Tourism or Service industry is preferred, with strong expertise in team management.
