Operations Manager(Dutch Speaking)

TLScontact; Jakarta Pusat; On-site; IDR 350,000,000 - 700,000,000; Full time

Job summary

TLScontact, Jakarta, seeks an Operations Manager to lead Supervisors and Customer Service Agents in delivering high-quality visa and consular services. You will drive service levels, reporting, and client communications, ensuring efficiency and accuracy across processing operations.

Reporting to the Center Manager, you will foster collaboration, manage ISO-aligned duties, and push for continuous improvement while maintaining strong relationships with clients and staff in a fast-paced

Qualifications

• Bachelor’s degree or above.
• Minimum 2 years of experience in a multinational company with a customer-experience focus.
• Excellent communication and interpersonal skills.
• Able to establish and maintain effective relationships with team members and customers.
• Demonstrable skill in independent problem-solving.
• Self-motivated, patient, and professional.
• Strong sense of responsibility and ability to work well under pressure.
• Experience of managing in a collaborative team environment, delegating workloads and authorities.
• Knowledge of customer service techniques and principles.

Responsibilities

• Develop and coordinate first-class application processing services.
• Achieve all client-led Service Level Agreements.
• Directly lead, develop, motivate, coach, manage, and organize Supervisors and Customer Service Agents.
• Provide statistical and analytical insights to shape operations and meet SLA.
• Maximize productive efficiency and improve delivery and reporting processes.
• Ensure the quality of customer service.
• Maintain clear communication channels between staff and customers.
• Report to high management.
• Provide feedback and implement strategies to increase sales.
• Be the main contact for daily client communications.
• Drive annual KPI monitoring and reporting.
• Support other positions when needed.
• Adapt to changing business needs.
• Etc.

Skills

Communication

Interpersonal skills

Problem solving

Team leadership

Customer service

Education

Bachelor’s degree

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.

Job Title

Operations Manager

Languages

English and Indonesian and Dutch are Mandatory

Reporting to

Center Manager

Direct Reports

Supervisors and Agents

Qualifications

• Bachelor’s degree or above.

Experience

• Minimum of 2 years of experience in a multinational company with a customer-experience focus.
• Excellent communication and interpersonal skills.
• Able to establish and maintain effective relationships with team members and customers.
• Demonstrable skill in independent problem-solving.
• Self-motivated, patient, and professional.
• Strong sense of responsibility and ability to work well under pressure.
• Experience of managing in a collaborative team environment, delegating workloads and authorities.
• Knowledge of customer service techniques and principles.

Responsibilities

• Developing, coordinating, and implementing first-class application processing services.
• The achievement of all client-led Service Level Agreements.
• Directly leading, developing, motivating, coaching, managing, and organizing teams of Supervisors and Customer Service Agents.
• The provision of statistical and analytical insights to help shape and drive the operations to succeed in meeting the client’s SLA.
• Maximizing productive efficiency within the company and improving on our current delivery and reporting processes.
• Ensuring the quality of customer service.
• Ensuring appropriate communication channels exist between the staff and customers.
• Report to high management.
• Providing feedback and implementing strategies to increase sales.
• Main person in charge of daily communications with the clients.
• Responsible for driving annual KPI (KPI used to assess yearly performance).
• Support other positions when needed.
• Together with any other duties and responsibilities as may be designated by the company from time to time.
• Responsibilities may change as the business grows; therefore, any candidate will need to be able to adapt to the changing needs of the business.
• Etc.

ISO Duties

• Participate in security-related trainings.
• Attend ISMS Management Review Meetings.
• Participate and provide necessary support for the security internal audit.
• Within the scope supervised by this position, implement and maintain security-related procedures.
• Make sure the security-related activities are assigned to designated employees.
• Make sure the security-related requirements are well communicated and followed.
• Report security incidents to the security team and track the issues to closure.

KPIs for the Role

• Operations productivity and efficiency.
• Sales target and continuous progress.
• Employee and client satisfaction.
• Human resource development and skill improvement.
• Overall communication with client, employees, and applicants.

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