Operation Manager - Bulgarian Speaker - Ankara

VFS Global; Çankaya; On-site; TRY 250,000 - 420,000; Full time

Job summary

VFS Global in Ankara, Türkiye, is seeking an Operation Deputy Manager who speaks Bulgarian to lead our Visa Application Centre unit. You will oversee profitability, drive process improvements, and build relationships with consulate officials while ensuring strict SLA compliance and ISO-aligned practices.

The role requires a bachelor’s degree, 5+ years in travel/serve sectors, and proficiency in Bulgarian and English. Turkish competence is also required; local living in Ankara is preferred.

Qualifications

• Minimum a bachelor’s degree from a university or global equivalent.
• Minimum 5 years of experience preferably in Travel and Tourism or Service Industry
• Experience in handling teams and managing processes
• Proficiency in Bulgarian & English language
• Proficiency in MS Office
• Adaptability and presence of mind to handle customer queries and complaints
• Ability to innovate and enhance procedures and methods to increase productivity & cost effectiveness

Responsibilities

• Undertake overall responsibility of the business unit
• Direct responsibility for the Unit's profitability and achieve targets (EBIT) set by the Zone/Region
• Develop and maintain business relationships with all Consulate officials
• Ensure compliance to all existing processes and meet the defined Service Level Agreement’s
• Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective
• Manage unit and staff efficiency & productivity
• Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
• Responsible for implementation of process enhancements to improve quality & efficiency of the Unit
• Facilitates & encourages team to share "Spark Ideas", and, encourages sharing of Best Practices
• Lead new process roll outs in the respective Visa Application Centre(s)
• Control & maintain Unit's expense budgets and allocated resources
• Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development
• Ensure that all staff attend trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff
• Manage Security (Physical & Data) at the Application Centre and to ensure effective controls are in place to pre-empt any physical / data security breach incidents
• Adherence to Corporate Security Policy
• Ensure on going Value Added services are enhanced & maintained thereby achieving the monthly/annual targets
• Ensure updating of Productivity & VAS Conversion

Skills

Bulgarian language proficiency

English language proficiency

Team management

MS Office

Customer service

Education

Bachelor's degree

Tools

MS Office

Job description

VFS Global is a Trusted Partner for Diplomatic Missions and is currently carrying out the administrative work and non judgemental tasks for its client governments with 3533 Visa Application Centres and operations in 143 countries across five continents as at 30 April 2014. VFS Global serves the interests of 63 client governments. The company has successfully processed over 100 million applications since its inception in 2001.

We are looking for an Operation Deputy Manager Bulgarian Speaker for our Visa Application Center in Ankara, Türkiye.

Qualification & Experience

• Minimum a bachelor’s degree from a university or global equivalent.
• Minimum 5 years of experience preferably in Travel and Tourism or Service Industry
• Experience in handling teams and managing processes
• Proficiency in Bulgarian & English language
• Proficiency in MS Office
• Adaptability and presence of mind to handle customer queries and complaints
• Ability to innovate and enhance procedures and methods to increase productivity & cost effectiveness

Additional Requirements:

• Proficiency in Bulgarian preferred in addition to English.
• Minimum level of Turkish is required
• Experience in dealing with customers (Dealing with Diplomatic Missions / Foreign Nationals would be an added advantage)
• Preferably living in Ankara.

Candidate should have good knowledge of operations available in the market and should be proficient in Bulgarian language.

Job Description:

• Undertake overall responsibility of the business unit
• Direct responsibility for the Unit's profitability and achieve targets (EBIT) set by the Zone/Region
• Develop and maintain business relationships with all Consulate officials
• Ensure compliance to all existing processes and meet the defined Service Level Agreement’s
• Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective
• Manage unit and staff efficiency & productivity
• Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker
• Responsible for implementation of process enhancements to improve quality & efficiency of the Unit
• Facilitates & encourages team to share "Spark Ideas", and, encourages sharing of Best Practices
• Lead new process roll outs in the respective Visa Application Centre(s)
• Control & maintain Unit's expense budgets and allocated resources
• Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development
• Ensure that all staff attend trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff
• Manage Security (Physical & Data) at the Application Centre and to ensure effective controls are in place to pre-empt any physical / data security breach incidents
• Adherence to Corporate Security Policy
• Ensure on going Value Added services are enhanced & maintained thereby achieving the monthly/annual targets
• Ensure updating of Productivity & VAS Conversion