Overview

VFS Global, the world’s largest outsourcing and technology services specialist for governments and diplomatic missions worldwide, is currently hiring Manager in our Visa Application Center in Toronto. We are looking for someone who would like to manage our Visa Application Centre of with overall responsibility of the unit’s efficiency & productivity whilst ensuring compliance to all processes as per Critical Service Levels and Reporting requirements from the Embassy/Consulate.

Written & verbal communication skills in Japanese is required. This position might require the candidate to travel.

Areas of responsibility and brief description

Business Unit and Financial Management

- Oversee the entire business unit, ensuring overall operational success.
- Ensure the unit’s profitability and meet EBIT targets set by the Zone/Region.
- Manage the unit’s expense budgets and allocated resources effectively.
- Enhance and maintain ongoing Value-Added Services to meet monthly and annual targets.
- Update and track productivity and Value-Added Services Conversion Grid on a weekly/monthly basis for performance reviews.
- Forecast manpower requirements, particularly for peak season hiring needs.

Process and Team Management

- Adhere to all existing processes and meet the defined Service Level Agreements.
- Mentor teams to ensure adherence to all SOPs and processes, in line with organizational and ISO standards.
- Align teams with objectives listed in the Team Objective Tracker and ensure their contribution toward achieving these goals.
- Implement process improvements to enhance quality and efficiency within the unit.
- Lead the implementation of new processes in the Visa Application Centre(s).
- Oversee regular product and process training for staff, including coaching and development.
- Ensure staff attendance at HR-scheduled training and conduct Internal Process Certifications (OCLs) to monitor effectiveness.

Relationship Building and Innovation





- Build and maintain strong business relationships with Consulate officials.
- Encourage the team to share creative ideas and best practices.
- Collaborate with the Value-Added Services team to develop new revenue channels.
- Manage both physical and data security at the Application Centre, ensuring adherence to the Corporate Security Policy and pre-empting potential breaches.
- Coordinate with support functions (Administration, Human Resources, Finance, etc.) as needed.

Sustainability

- Promote judicious use of natural resources.
- Adhere to the organisation'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.

b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.

REQUIREMENTS

Education: Minimum: Graduate/ Postgraduate or global equivalent degree.

Experience

- 5 – 7 years of experience preferably in Travel and Tourism or Service industry with experience in handling teams and managing processes.
- Prior experience of managing a mid-sized team
- Experience in managing processes, as well as leading on projects, a plus.

Knowledge & Key Skills:

- Proficiency in MS office, especially Excel
- Adaptability and presence of mind to handle complaints and escalations
- Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness
- Skilled level of both written and spoken communication for interactions with VAC staff

Pay: $70,000.00-$80,000.00 per year

Benefits

- Dental care
- Life insurance
- Paid time off
- Vision care
- Work from home

Application question(s):
- Are you authorized to work in Canada
- Are you available to be onsite daily
- Do you read, write and speak Japanese/Nihongo

Work Location: In person

📌 Operations Manager- Visa Application Centre - Japanese speaker (Toronto)
🏢 VFS Global
📍 Toronto