Center Manager

PT TLScontact Indonesia; Jakarta Utara; On-site; IDR 446,400,000 - 781,200,000; Full time

Job summary

TLScontact Indonesia is seeking a Centre Manager for the Visa Application Centre in Jakarta. The role requires fluency in Dutch, English and Indonesian, and a proven track record in leading multi-national customer-experience teams.

You will oversee daily operations, facilities, and service delivery, collaborating with government clients and partner organisations to enhance the centre's performance. The ideal candidate brings at least five years in a multinational setting, three years of team

Qualifications

• Bachelor’s degree or above.
• Fluent in Dutch, English and Indonesian.
• Minimum five years in multinational customer-experience.
• At least three years of team management.
• Minimum three years of operations process management.

Responsibilities

• Manage day-to-day operations of the Visa Application Centre.
• Develop, coordinate, and implement first-class services.
• Work with government clients, support organisations, and partner companies to develop and enhance services.
• Manage the physical facilities of the Visa Application Centre to ensure they are fit for purpose.
• Contribute to strategic planning and the implementation of related actions.
• Contribute to strategic commercial development, increase turnover and gross margin, expand market share, and lead new commercial initiatives.
• Maximise productive efficiency within the company.
• Ensure effective management of the Visa Application Centre and temporary remote Application Centre staff through recruitment, objective setting, performance reviews, training, development, and motivation.

Skills

Dutch fluency

English fluency

Indonesian fluency

Team leadership

Project management

Communication

Education

Bachelor's degree or above

Tools

Microsoft Office

Job description

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service.

We are looking for a Centre Manager in Jakarta, Indonesia. The successful candidate must be fluent in Dutch, English, and Indonesian.

If you have the experience and language skills to take on this exciting opportunity, we would love to hear from you!

Qualifications

Bachelor’s degree or above.

Fluency in Dutch, English and Indonesian, including speaking, reading, and writing, is required.

Experience

Minimum of five years of experience in a multinational company with a customer-experience focus.

At least three years of team management experience.

Minimum of three years of experience in operations process management.

Skills and Abilities

Fluency in Dutch, English and Indonesian, including speaking, reading, and writing, is required.

Proficiency in Microsoft Office.

Detail-oriented, proactive, and able to work independently.

Strong communication and organisational skills.

Mature, intelligent, and demonstrating a high level of personal integrity.

Fast learner.

Strong team player with the ability to build relationships across functions.

Strong sense of responsibility and the ability to work effectively under tight deadlines and pressure.

Project management skills are an advantage.

Business development skills are an advantage.

Responsibilities

Manage the day-to-day operations of the Visa Application -Centre in compliance with Standard Operating Procedures. For larger centres, additionally manage the operations of one or more subsidiary temporary remote Application Centres.

Develop, coordinate, and implement first-class services.

Work with government clients, support organisations, and partner companies to develop and enhance services.

Manage the physical facilities of the Visa Application Centre to ensure they are fit for purpose.

Contribute to strategic planning and the implementation of related actions.

Contribute to strategic commercial development, increase turnover and gross margin, expand market share, and lead new commercial initiatives.

Maximise productive efficiency within the company.

Ensure the effective management of the Visa Application Centre and temporary remote Application Centre staff through recruitment, objective setting, performance reviews, training, development, and motivation.

Provide effective leadership and appropriately implement employee recognition and reward practices.

Ensure appropriate communication channels exist between staff and customers.

Ensure the integrity of systems and processes used to manage applications effectively and protect client confidentiality.

Manage Visa Application Centre operations and staff in accordance with TLScontact’s Corporate Values.

Develop the centre’s culture to ensure alignment with the company’s values.

Support the development of other Visa Application Centre and temporary remote Application Centre locations through advice and mentoring.

Ensure the effective implementation of central company initiatives.

Ensure a healthy and safe working environment.

Complete business reporting in accordance with company processes.

Improve the employer’s current service-delivery and reporting processes.

Key Performance Indicators

Meet or exceed agreed financial targets.

Meet or exceed agreed service-performance targets.

Achieve continuous performance improvement against a dashboard of business metrics, including:

Reduction in workplace accidents and lost-time incidents.

Reduction in staff attrition.

Reduction in client complaints.

Improvement in customer-satisfaction measures.

Please read the privacy notice carefully:
https://static.tlscontact.com/media/indonesia_privacy_notice_tlscontact_candidates_id.pdf