Global Operations Manager – Bilingual JP/EN

VFS Services Australia; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Job summary

VFS Global, a world‑leading outsourcing and technology services provider for governments and diplomatic missions, seeks a Manager & Deputy Manager - Operations with Japanese and English language proficiency to lead visa application centre operations in Melbourne. You will drive EBIT, GOP, productivity, and service standards while managing budgets and resources.

Lead cross‑functional teams, oversee process improvements, and ensure compliance with SLAs, ISO standards, and internal policies while

Job description

Manager & Deputy Manager - Operations - Japanese & English Speaking

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.

About Us

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
Business & Financial Management

• Overall responsibility for the Visa Application Centre (VAC) / Business Unit.

• Achieve EBIT, GOP, productivity, and profitability targets.

• Manage budgets, expenses, and allocated resources.

• Drive Value Added Services (VAS) revenue and identify new revenue opportunities.

2. Client & Stakeholder Management

• Develop and maintain strong relationships with Consulate/Mission officials.

• Ensure compliance with client Service Level Agreements (SLAs).

• Liaise with support functions including HR, Finance, Administration, and Security.

3. Operations Management

• Ensure compliance with SOPs, ISO standards, and operational processes.

• Lead new process implementations and continuous improvement initiatives.

• Monitor Turnaround Time (TAT), productivity, quality, and error rates.

• Ensure accurate and timely reporting.

4. People Leadership & Development

• Manage team productivity and efficiency.

• Conduct coaching, mentoring, and succession planning.

• Ensure staff attend mandatory trainings and process certifications.

• Promote employee engagement, recognition, and reward programs.

• Act as a counselor and mediator between management and staff.

5. Compliance, Security & Risk Management

• Ensure compliance with Code of Conduct and organizational policies.

• Manage physical and data security controls.

• Oversee audit readiness and compliance certifications.

• Investigate incidents, conduct RCA, and implement preventive action plans.

6. Customer & Service Excellence

• Maintain high customer satisfaction and minimize complaints.

• Ensure complaints are addressed within 48 hours.

• Monitor Voice of Customer (VOC) and Voice of Mission (VOM) scores.

• Drive service excellence and process consistency.

7. Workforce Planning & Employee Wellbeing

• Support manpower forecasting and peak-season staffing.

• Monitor employee wellbeing, workload, overtime, and workplace safety.

• Manage attrition and staff retention initiatives.

8. Environmental, Health & Safety

• Ensure compliance with Environmental Health & Safety (EHS) policies.

• Promote responsible use of natural resources.

• Maintain a safe and healthy working environment.

Key Performance Indicators
Financial & Business
Operational Excellence
Customer Service
People Management
Compliance & Governance
Continuous Improvement

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