Deputy Manager - Operations Japanese Speaking

VFS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A visa application services company in Singapore is seeking a candidate to manage end-to-end operations at the Visa Application Centre. The role entails day-to-day administration, team mentorship, compliance with processes, and conducting audits. The ideal candidate must be fluent in Japanese (N1) and demonstrate strong leadership and customer service skills. This position focuses on enhancing productivity and ensuring adherence to service level agreements and quality checks.

Qualifications

• Mandatory Japanese speaking with N1 language proficiency.
• Ability to manage and mentor teams effectively.
• Strong focus on process compliance and quality checks.

Responsibilities

• Manage day to day activities at the Visa Application Centre.
• Conduct regular audits and implement new process rollouts.
• Ensure compliance with company policies and service level agreements.

Skills

Japanese speaking

Leadership

Auditing

Error monitoring

Customer service

Job description

Purpose of the role

To manage end to end operations of the VAC whilst ensuring quality and cost saving, ensure compliance to the set processes, and manage people to bring the best efficiency out of them.

To ensure implementation of new process roll outs or changes.

Mandatory Japanese speaking, preferable with N1 language proficiency.

Responsibilities

1. Manage all day to day activities (administrative and functional) conducted at the Visa Application Centre which involves:
   
   
   
   • Document scrutiny & verification for visa processing
   
   
   • Handling cash & bank related transactions if assigned
   
   
   • Maintaining & recording all application data in a timely and accurate manner
   
   
   • Ensuring all administration & logistics of passport delivery to consulate / applicant / logistics company etc.
   
   
   
   


2. Conduct regular Audits for all processes & implement all new process rollouts or changes


3. Identify incorrect or incomplete information by regular quality checks thereby ensuring accuracy of the visa application


4. Ensure regular Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits


5. Maintain & improve level of customer & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness.


6. Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker


7. Maintain adherence to the Service Level Agreements ’s for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation.


8. Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.


9. Ensure compliance with VFS Global defined principles, policies & procedures as applicable to the role


10. Maintain high standards of ethics, integrity and compliance with corporate procedures


11. Ensure that the entire process is completed within the mandated Turn Around Time


12. Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker


13. Ensure that no penalties are incurred and monitor , track and maintain internal errors


14. Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker


15. Ensure personal & professional development for self and team by conducting trainings on regular basis (product & process)


16. Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff.


17. Provide assistance to staff when needed and handle applicant/customer escalations


18. Liaise with various support functions to handle team related queries.


19. Ensure delivery of Value Added Services options and achievement of the VAS targets for the VAC


20. Manage VAC productivity and VAC security (Physical & data)


21. Mentor the team on a regular basis, thereby ensuring a successor is created for the position – assist Manager/Unit Manager in Succession planning


22. Ensure judicious use of natural resources


23. Adhere to the environment health and safety policy/objectives and guidelines of the organization