Operations Manager

Vfs Global; São Paulo; Presencial; BRL 180.000 - 220.000; Tempo integral

Resumo da oferta

A leading visa application service provider in São Paulo is seeking a Manager – Operations. This role is responsible for overseeing the Visa Application Unit, focusing on operational efficiency and service excellence. Candidates should have 10+ years of experience in the Travel & Tourism or Services industry, with strong team leadership abilities. The position involves managing budgets and optimizing resources while driving performance through effective operational strategies and adherence to client standards.

Qualificações

• 10+ years of experience preferably in Travel & Tourism or Services industry.
• Proven experience managing teams and operational processes.

Responsabilidades

• Lead overall operations of the business unit ensuring profitability.
• Manage budgets, expenses, and optimal allocation of resources.
• Drive Value-Added Services (VAS) performance to meet targets.
• Mentor and develop teams to meet operational standards.

Conhecimentos

Leadership & Communication

Digital Fluency

Diversity, Equity & Inclusion

Teamwork & Collaboration

Quality & Service Orientation

Operations Management

Project Management

B2C Sales

Client / Mission Management

Formação académica

Graduate / Postgraduate degree or global equivalent

Descrição da oferta de emprego

Manager – Operations | Visa Application Unit

The Manager – Operations is responsible for overseeing the Visa Application Unit, ensuring operational efficiency, productivity, and service excellence.

This role drives performance through effective operational strategies, process improvements, and strong team leadership while ensuring compliance with organizational standards and client expectations.

Key Responsibilities

• Lead overall operations of the business unit, ensuring profitability and achievement of EBIT targets.
• Manage budgets, expenses, and optimal allocation of resources.
• Drive Value-Added Services (VAS) performance to meet monthly and annual targets.
• Track productivity and VAS conversion metrics on a weekly / monthly basis.
• Forecast manpower requirements, including peak season hiring.
• Ensure adherence to SOPs, SLAs, ISO standards, and organizational processes.
• Mentor and develop teams to consistently meet operational and quality standards.
• Align team objectives with business goals and monitor performance through defined trackers.
• Implement and lead process improvements and new operational initiatives.
• Oversee staff training, coaching, certifications (OCLs), and HR-mandated programs.
• Build and maintain strong relationships with Consulate and Mission stakeholders.
• Promote innovation, best practices, and continuous improvement within teams.
• Partner with VAS teams to develop new revenue opportunities.
• Ensure physical and data security compliance in line with Corporate Security Policies.
• Coordinate with internal support functions (HR, Finance, Administration, etc.).
• Promote responsible use of natural resources.
• Ensure compliance with environmental, health, and safety policies.
• Adhere to Anti-Bribery Management Systems (ABMS) and demonstrate integrity and ethical business practices.
• Identify and assess bribery-related risks in line with ABMS guidelines.

Education

Graduate / Postgraduate degree or global equivalent.

Experience

• 10+ years of experience, preferably in Travel & Tourism or the Services industry or BPO.
• Proven experience managing teams and operational processes.

Core Competencies

• Leadership & Communication
• Digital Fluency
• Diversity, Equity & Inclusion
• Personal & Professional Development
• Entrepreneurship
• Quality & Service Orientation
• Teamwork & Collaboration
• Results Delivery
• Operations Management
• Project Management
• B2C Sales
• Client / Mission Management