Operations Manager ( Japanese Proficiency / Travel industry )

We are partnering with a Global MNC hiring for an Operations Manager. As you will need to liaise directly with stakeholders and counterparts based in Japan, proficiency in JAPANESE (min. JLPT N1 or equivalent) is required.

Responsibilities

• Oversee the operations of the Visa Application Unit, ensuring optimal efficiency, productivity, and full compliance with all processes outlined in Service Level Agreements (SLAs).
• Foster and maintain professional relationships with all Consulate officials, both in Singapore and in Japan.
• Ensure consistent adherence to established processes and achievement of SLA targets.
• Provide guidance and mentorship to teams to ensure alignment with Standard Operating Procedures (SOPs), organizational policies, and ISO compliance requirements.
• Monitor and manage unit performance, driving staff efficiency and productivity.
• Align team efforts with objectives outlined in the Team Objective Tracker, ensuring consistent progress and goal achievement.
• Drive the implementation of process improvements to enhance service quality and operational efficiency.
• Lead the roll-out of new processes within the Visa Application Centre(s), ensuring seamless transitions and compliance.
• Manage the unit's budget, optimizing use of allocated resources and controlling operational expenses.
• Oversee regular product and process training for all staff through structured coaching and development initiatives.
• Ensure staff participation in HR-scheduled trainings and conduct internal process certifications (OCLs) to reinforce process adherence.
• Safeguard physical and data security at the Application Centre by enforcing effective control measures to prevent breaches.
• Ensure full compliance with the Corporate Security Policy.
• Drive performance in Value-Added Services (VAS), meeting or exceeding monthly and annual revenue targets.
• Provide continuous mentorship to the team, cultivating internal talent and preparing successors for leadership roles.
• Serve as a mediator between Deputy Managers and officers, facilitating effective communication and conflict resolution.
• Collaborate with support departments such as Administration, HR, and Finance, including counterparts in Japan, to ensure cohesive unit operations.

Requirements

• Bachelor's degree in Business Administration, or a related field.
• Preferably 3 years in the travel or hospitality industry.
• Able to handle customer queries and complaints.
• Ability to innovate and enhance procedures and methods to increase productivity.
• As you will need to liaise directly with stakeholders and counterparts based in Japan, proficiency in JAPANESE (min. JLPT N1 or equivalent) is required.