Center Operations Head

VAS Global; Manila; On-site; PHP 3,000,000 - 5,500,000; Full time

Job summary

VAS Global Services is seeking an experienced Center Operations Head to lead the day-to-day operations of our Visa Application Centre in Manila, Philippines. The successful candidate will ensure efficient service delivery, operational excellence, and strict adherence to procedures while delivering a high-quality applicant experience.

You will oversee center performance, team management, cost control, and the operational relationship with the relevant diplomatic mission, while driving process

Qualifications

• 8+ years in service operations with 3+ years in a customer-facing lead role.
• Proven ability to manage high-volume, SLA-driven operations.
• Strong leadership, workforce planning, and performance management.
• Excellent communication and stakeholder management skills.

Responsibilities

• Oversee daily Visa Application Centre operations in accordance with SOPs and service standards.
• Drive performance, productivity, revenue, and cost control.
• Lead and develop the center team, including scheduling and training.
• Ensure staff adhere to procedures and security policies.
• Monitor applicant satisfaction and service quality; improve engagement.
• Coordinate with diplomatic mission and internal stakeholders to ensure smooth operations.

Skills

Leadership

Stakeholder management

Operational excellence

Communication

Problem-solving

People management

Fluent English

Job description

VAS Global Services is looking for an experienced Center Operations Head to lead the day-to-day operations of our Visa Application Centre in Manila, Philippines.

The successful candidate will be responsible for ensuring efficient service delivery, operational excellence, compliance with established procedures, and a high-quality applicant experience. This role will also oversee center performance, team management, cost control, and the operational relationship with the relevant diplomatic mission.

Key Responsibilities

• Oversee daily Visa Application Centre operations, ensuring compliance with SOPs, service standards, and turnaround times.
• Drive operational performance, productivity, revenue, and value-added services while managing operating costs.
• Lead and develop the center team, including workforce planning, staff scheduling, performance management, and training.
• Ensure all employees are trained on operational procedures and consistently adhere to established policies and work instructions.
• Maintain high standards of physical and information security, ensuring incidents are promptly reported and addressed.
• Monitor and improve applicant satisfaction, service quality, and employee engagement.
• Manage day-to-day operational coordination with the relevant diplomatic mission, including performance reviews and follow-up actions.
• Identify opportunities for process improvement and lead the implementation of new procedures and operational initiatives.
• Coordinate with internal stakeholders across Finance, HR, IT, and Security to ensure smooth center operations.

Requirements

• At least 8 years of experience in service operations, including a minimum of 3 years leading a customer-facing site or team.
• Proven experience managing high-volume, customer-facing operations in an SLA-driven environment.
• Strong leadership, workforce planning, and performance management capabilities.
• Demonstrated understanding of operational compliance, SOP implementation, customer experience, and security procedures.
• Excellent communication, stakeholder management, and problem-solving skills.
• Fluency in English and the local language required for the role.
• Willingness to work according to center operating hours, including shifts, weekends, and peak periods when required.