Deputy Manager - Japanese Bilingual

Trinity Workforce Solutions Inc; Makati; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Trinity Workforce Solutions Inc. is seeking a Deputy Manager – Operations to oversee daily operations at the Visa Application Centre, focusing on efficiency, productivity, and high-quality customer service.

The role aims to achieve performance goals aligned with service standards and organizational objectives. The candidate should have a graduate degree with 2–3 years of experience in travel, tourism, or service, and a strong customer service background; fresh graduates will be considered.

Qualifications

• Graduate degree or global equivalent.
• 2–3 years in travel, tourism, or service with strong customer service.
• Fresh graduates will be considered.

Responsibilities

• Oversee daily administrative tasks, including document processing, cash handling, and data recording.
• Ensure accurate and timely documentation, scrutiny, and verification for visa processing, and maintain thorough records of all application data.
• Handle cash and banking transactions, if assigned, while ensuring the overall security of both physical assets and data at the Visa Application Centre (VAC).
• Manage the logistics of delivery to consulates, applicants, or logistics companies, ensuring adherence to SLAs and SOPs.
• Ensure visa application accuracy, eliminating address errors and maintaining compliance with service standards and ethical guidelines.
• Continuously improve productivity, security, and process compliance by participating in regular self-development training and certifications.

Skills

Customer service

Operations management

Leadership

Process improvement

Education

Graduate degree

Job description

Job Overview

The Deputy Manager – Operations will be responsible for managing daily operations at the Visa Application Centre, ensuring efficiency, productivity, and high-quality customer service. The role will also focus on achieving performance goals in alignment with organizational objectives and service standards.

Education: Graduate degree or global equivalent degree.

Experience: 2–3 years of experience in the travel, tourism, or service industry with a strong customer service background (fresh graduates will be considered).

Duties & Responsibilities

Operational Management and Compliance

• Oversee daily administrative tasks, including document processing, cash handling, and data recording.
• Ensure accurate and timely documentation, scrutiny, and verification for visa processing, and maintain thorough records of all application data.
• Handle cash and banking transactions, if assigned, while ensuring the overall security of both physical assets and data at the Visa Application Centre (VAC).
• Manage the logistics of delivery to consulates, applicants, or logistics companies, ensuring adherence to SLAs and SOPs.
• Ensure visa application accuracy, eliminating address errors and maintaining compliance with service standards and ethical guidelines.
• Continuously improve productivity, security, and process compliance by participating in regular self-development training and certifications.

Customer Relations and Business Development

• Handle escalations from staff and applicants, with a focus on improving customer satisfaction and enhancing productivity.
• Address customer inquiries, concerns, and feedback in a timely manner.
• Enhance the overall customer experience by offering best-in-class service and leveraging language proficiency for clear communication with both internal and external stakeholders.
• Maintain a high level of customer service, offering Value-Added Services (VAS) to meet and exceed revenue targets while ensuring customer satisfaction.
• Strengthen relationships with stakeholders to facilitate smooth communication and promote business growth.

Security and Compliance Management

• Oversee security at the Visa Application Centers, ensuring adherence to Corporate Security Policies, environmental guidelines, and ISO standards.
• Ensure strict compliance with all operational processes, SLAs, and SOPs, while maintaining high productivity and aligning with industry standards.

Sustainability

• Promote judicious use of natural resources.
• Adhere to the organization's environment, health, and safety policies, objectives, and guidelines.

Anti Bribery Management Systems (ABMS)

• Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
• a. Understanding of ethical standards and the importance of integrity in business practices.