Visa Officer Team Lead

Spun; Jakarta Pusat; Hybrid; IDR 167,400,000 - 334,800,000; Full time

Job summary

Spun Srl is seeking a proactive Visa Operations Team Lead to oversee the Documents Team and Visa Officers working with B2B clients under SPUN Global. The role focuses on efficient workflows, accurate documentation, timely processing, and high service quality across the Visa operations.

The ideal candidate will demonstrate strong leadership, the ability to manage daily operations, develop team capabilities, resolve escalations, and collaborate with internal stakeholders to support business growth

Qualifications

• Min. 2 years in the Visa Processing industry.
• Curiosity and good understanding of AI-tools.
• Familiarity with embassy procedures and document requirements is essential.
• High attention to detail and the ability to multitask under time pressure.
• Excellent communication skills, both written and spoken.
• Proficiency in English is required (written and conversational).
• Able to work independently as well as collaborate with internal teams and external partners; also able to prioritize tasks.

Responsibilities

• Lead, supervise, and coordinate the Documents Team and Visa Officers responsible for B2B accounts.
• Allocate workloads, establish priorities, and ensure tasks meet SLAs.
• Monitor team performance, productivity, accuracy, and turnaround times.
• Provide coaching and regular feedback for development.
• Oversee end-to-end visa processes from document collection to delivery.
• Ensure compliance with embassy/consulate/immigration requirements.

Skills

Team leadership

Communication skills

Attention to detail

English proficiency

AI-tools understanding

Tools

AI-tools

Job description

We are looking for a proactive and detail-oriented Visa Operations (Team Lead) to lead and oversee visa processing operations, managing the Documents Team and collaborating closely with Visa Officers under SPUN Global who handle B2B clients.

This role is responsible for ensuring efficient workflows, accurate documentation, timely visa application processing, and consistent service quality across teams. The ideal candidate is a strong team leader who can manage daily operations, develop team capabilities, resolve operational challenges, and collaborate effectively with internal stakeholders to support business growth while at the same time manage high-speed work load.

Working Conditions

Location: South Jakarta (Hybrid WFH + WFO)

Type: Full time

Key Responsibilities:

1. Team Leadership & Performance Management

Lead, supervise, and coordinate the Documents Team and Visa Officers responsible for B2B accounts under SPUN Global.

Allocate workloads, establish priorities, and ensure tasks are completed within agreed timelines and service-level agreements (SLAs).

Monitor individual and team performance, productivity, accuracy, and turnaround time.

Provide coaching, guidance, and regular feedback to improve team performance and professional development.

Identify capacity gaps, operational bottlenecks, and training needs, and implement appropriate solutions.

2. Visa Operations & Process Management

Oversee end-to-end visa application processes, from document collection and verification to application submission, tracking, and final delivery.

Ensure visa applications meet the relevant embassy, consulate, immigration authority, and destination-country requirements.

Ensure the Documents Team prepares, checks, and organizes supporting documents accurately and completely.

Establish clear workflows, standard operating procedures (SOPs), and quality-control checkpoints across teams.

Handle escalations involving complex applications, missing documentation, processing delays, and other operational issues.

Keep the team updated on changes in visa regulations, documentation requirements, and application procedures.

3. B2B Operations & Stakeholder Management

Oversee visa processing services for B2B clients managed by SPUN Global, ensuring reliable service delivery and professional communication with main task in managing SPANVISA, but not limited to.

Coordinate with relevant internal teams to ensure client requirements are clearly communicated and properly executed.

Support Visa Officers in handling client inquiries, urgent requests, escalations, and service-related issues.

Maintain strong coordination between the Documents Team and B2B Visa Officers to ensure seamless handovers and minimize processing delays.

Identify recurring client issues and recommend improvements to enhance client satisfaction and retention.

4. Quality Assurance, Automation & Compliance

Ensure all visa applications and supporting documents are accurate, complete, and compliant with applicable requirements.

Conduct periodic quality checks and review application errors, rejections, and processing discrepancies.

Identify root causes of operational errors and implement corrective and preventive actions.

Maintain proper documentation, application records, and operational reporting.

Ensure the team follows company policies, data confidentiality requirements, and established operational procedures.

To the best of their ability, implement necessary automation and champion AI-tools provided by the company and to ensure continuous exploration to more effective working ways.

Monitor and report key operational metrics, including application volume, turnaround time, error rates, SLA achievement, and team productivity.

Prepare regular operational reports and communicate key updates, risks, and improvement opportunities to management.

Identify opportunities to improve workflows, resource allocation, and operational efficiency.

Collaborate with relevant stakeholders to support process improvements, operational scalability, and business growth.

Requirements:

Min. 2 years in the Visa Processing industry

Curiosity and good understanding of AI-tools

Familiarity with embassy procedures and document requirements is essential.

High attention to detail and the ability to multitask under time pressure.

Excellent communication skills, both written and spoken.

Proficiency in English is required (written and conversational).

Able to work independently as well as collaborate with internal teams and external partners ; also able to prioritize tasks