Deputy Manager - Operations

Vfs Services Australia Pty Ltd; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

VFS Global is seeking professionals to manage day-to-day operations at the Visa Application Centre (VAC). The role covers document scrutiny, processing of applications, passport logistics, cash handling, and accurate data records.

You will conduct audits, implement improvements, ensure compliance with SLAs, SOPs, ISO standards, and mentor team members for continuous growth within a global front-line service environment.

Qualifications

• High standards of ethics, integrity and compliance.

Responsibilities

• Manage all day-to-day administrative and functional activities at the Visa Application Centre (VAC).
• Ensure accurate document scrutiny, verification, application processing, and passport logistics.
• Handle cash and banking transactions where applicable.
• Maintain accurate and timely records of all application data.
• Conduct regular audits and implement new processes, rollouts and changes.
• Perform quality checks to identify and rectify incorrect or incomplete information.
• Monitor, track, and reduce operational errors within acceptable limits.
• Ensure adherence to SLAs, SOPs, ISO requirements and policies.
• Provide training and guidance to team members and support succession planning.

Job description

Are you ready to build a career with a truly global organization?

At VFS Global, we are the world's leading outsourcing and technology services specialist for governments and diplomatic missions worldwide. Operating in 144 countries and serving 63 client governments, we facilitate visa, passport, and consular services that enable millions of people to travel internationally. Since 2001, we have successfully processed millions of applications, making a meaningful impact on global mobility.

Why Join VFS Global?

Global Impact
Be part of an organization that supports governments and travelers worldwide. Your contribution will help facilitate international travel and mobility across the globe.

Diverse and Dynamic Workplace
Work in a multicultural environment where no two days are the same. Gain exposure to diverse customers, processes, and experiences.

Professional Growth
Develop your customer service, communication, and administrative skills while working with industry-leading processes and standards.

Key Responsibilities

Operations Management

Manage all day-to-day administrative and functional activities at the Visa Application Centre (VAC).

Ensure accurate document scrutiny, verification, application processing, and passport logistics.

Handle cash and banking transactions, where applicable.

Maintain accurate and timely records of all application data.

2. Quality Assurance & Compliance

Conduct regular audits and implement new processes, rollouts, and changes.

Perform quality checks to identify and rectify incorrect or incomplete information.

Monitor, track, and reduce operational errors within acceptable limits.

Ensure adherence to SLAs, SOPs, ISO requirements, and organizational policies.

Maintain high standards of ethics, integrity, and compliance.

Enhance customer and mission satisfaction through process improvements and operational efficiencies.

Ensure all applications are processed within mandated turnaround times.

Support achievement of Team Objective Tracker parameters.

4. Risk & Performance Management

Ensure no penalties are incurred through effective monitoring and control of internal errors.

Manage VAC productivity and maintain physical and data security standards.

Promote cost-effective operations and continuous improvement initiatives.

5. People Management & Development

Conduct regular product and process training for staff.

Ensure completion of HR-mandated training programs and Internal Process Certifications (OCLs).

Mentor team members and support succession planning initiatives.

Provide ongoing guidance and operational support to team members.

Coordinate with support functions to resolve team-related matters.

6. Business Growth

Drive Value Added Services (VAS) delivery and support achievement of VAC VAS targets.

Ensure judicious use of natural resources.

Adhere to environmental, health, and safety policies, objectives, and organizational guidelines.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How much notice are you required to give your current employer?
• Do you have a current Police Check (National Police Certificate) for employment?
• Have you completed a qualification in management?
• How many years of experience do you have in the Hospitality Service Industry?