Thedeputy general manager - operationswill be responsible for managing all visa application centers within the designated countries, ensuring strict compliance with operational procedures while optimizing revenue streams, enhancing profitability, and upholding high standards of customer satisfaction. Additionally, the role involves managing diplomatic interactions and cultivating relationships with the corresponding mission/embassy.business management and compliance• oversee the business unit and its processes within the country.• ensure adherence to established processes and compliance with defined service level agreements (slas).• develop and maintain standard operating procedures (sops), policies, and manuals to uphold process standards.• control and manage the country's expense budgets and allocated resources.• conduct periodic cost and productivity analyses to monitor and optimize financial performance.• lead process improvement initiatives to enhance productivity at all levels.• implement process enhancements to improve quality, efficiency, and operational systems.• lead new process rollouts in respective value-added centers (vacs).• improve operational systems, processes, and policies to support better management reporting, information flow, and organizational planning.financial management• manage profitability and achieve ebit (earnings before interest and taxes) targets.• plan and forecast manpower resourcing requirements based on trends and time in motion studies.• process improvement• training and development• ensure regular product and process training for staff to maintain high levels of competence and efficiency.security management• oversee security measures at the application centre, including physical and data security, to prevent breaches.• business development• collaborate with the value-added services team to create and develop new revenue channels.• explore new business opportunities and acquire new clients, including potential international markets.• retain existing clients by managing relationships and securing contract renewals.• explore and develop revenue channels through government bodies and ministries.relationship and market management• maintain relationships with vendors and partner fmcs (facilities management companies).• track market intelligence to monitor competition and stay informed about regional market dynamics.environment, social & governance• promote judicious use of natural resources.• adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.education• graduate/ postgraduate or global equivalent degree.• fluent in english (b2 - c1)experience• 8 - 10 years of experience in business process outsourcing / travel / hospitality industry.• 5 years of experience in a senior management position/level.