Job Description
Job Summary:
We are seeking a
Visa Operation Head to lead and oversee end-to-end visa processing, documentation, and stakeholder communication. The ideal candidate will combine strong operational expertise in visa services with leadership skills to manage a team, improve processes, ensure compliance, and maintain high client satisfaction. This role involves embassy/consulate liaison, document verification oversight, appointment coordination, fee management, performance reporting, and continuous improvement of visa operations.
Key Responsibilities
- Lead and supervise the visa operations team; allocate workload, provide coaching, and conduct performance reviews.
- Oversee processing of visa applications, ensuring accuracy, timeliness, and adherence to internal SLAs and external regulations.
- Act as primary point of escalation for complex or sensitive visa cases and maintain strong relationships with embassies, consulates, and external vendors.
- Develop, document, and continually improve standard operating procedures (SOPs), checklists, and workflows for visa handling.
- Manage appointment scheduling processes, courier/logistics arrangements for passport submissions and collections, and vendor performance.
- Ensure robust document verification practices, confidentiality, and compliance with data protection and immigration regulations.
- Monitor team KPIs, generate operational reports and dashboards, and present insights to senior management to drive decisions and improvements.
- Handle fee management processes, reconcile payments, and ensure accurate record-keeping for financial and audit purposes.
- Drive training initiatives to upskill the team on country-specific requirements, e-visa systems, and new policy updates.
- Support client communications on process overview, timelines, and escalations; ensure high levels of client service and timely resolution of inquiries.
Qualifications & Requirements
- Education: Bachelor's degree or diploma in any field.
- Experience: Minimum 46 years of experience in visa operations, immigration support, or a related field, with at least 2 years in a supervisory or team lead role.
- Strong organizational and analytical skills; experience managing operational KPIs and generating management reports.
- Proficiency with Microsoft Office (Word, Excel) and Google Workspace; experience with CRM or visa management systems is a plus.
- Excellent communication and interpersonal skills; proven client-service orientation and ability to manage stakeholder expectations.
- Languages Required: Arabic, Malayalam, and English.
- Knowledge of common visa categories and processes (tourist, business, work, student, residency) and familiarity with e-visa and embassy appointment systems.
- High attention to detail, strong document verification capabilities, and commitment to confidentiality and regulatory compliance.
- Ability to prioritize, manage multiple tasks under pressure, and lead process improvements in a fast-paced environment.
- Experience in vendor management, budgeting/fee reconciliation, and implementing quality controls is desirable.
Skills & Keywords
- Visa operations leadership, team management, process improvement
- Embassy liaison, consulate coordination, appointment scheduling
- Document verification, passport handling, visa stamping
- e-Visa, Schengen, GCC, work visa, tourist visa, student visa
- CRM, visa management software, case tracking, KPI reporting
- Data entry, MS Excel, Microsoft Office, Google Workspace
- Customer service, client communication, multilingual support
- Attention to detail, time management, confidentiality
Skills: management,application,crm,confidentiality,communication
