ASSISTANT MANAGER - Visa Operations

Job Title: Assistant Manager – Visa Operations

Department: Visa Operations

Location: Dubai, UAE

Reports to: Manager – Visa Operations

Job Outline:

The Assistant Manager – Visa Operations plays a crucial role in supporting the Visa Operations Manager with the administration and execution of operational, administrative, and logistical tasks within the department. This role requires overseeing the daily operations of visa processing, ensuring all tasks are completed within deadlines and according to regulatory standards. The Assistant Manager will ensure operational efficiency, staff productivity, and maintain strong communication across teams.

Key Responsibilities:

Team Leadership and Supervision:

• Provide direct support to the Operations Manager in managing day-to-day operational tasks and responsibilities.
• Lead a team of Visa Operations staff by providing coaching, guidance, and addressing team inquiries.
• Conduct regular team performance evaluations, ensuring that Key Performance Indicators (KPIs) are met.
• Ensure timely resolution of operational issues and escalate complex matters to the Department Head as needed.
• Oversee and guide the work of Team Leads to ensure efficient performance.
• Monitor, assess, and optimize hardware/software functionality, performing regular system health checks.
• Manage logistics and messenger teams to ensure seamless operations and timely delivery.

Workflow Management:

• Stay updated on changes in government visa regulations and processes, ensuring that the team follows the latest requirements.
• Monitor job queues daily and ensure all tasks are processed on time, escalating delays when necessary.
• Maintain proper funding for payment cards and manage payment-related tasks.
• Identify operational bottlenecks and propose improvements to optimize workflow and productivity.
• Ensure an equitable distribution of workload among team members and offer necessary leave coverage.
• Provide leave cover for the Operations Manager during their absence.

Training and Development:

• Provide guidance and ongoing feedback to team members to improve performance and skill development.
• Assist in creating and enhancing training programs to ensure smooth onboarding and continuous development.
• Monitor the progress of new hires and ensure that they are integrated into the team effectively.
• Recommend cross-training initiatives to enhance the team’s versatility and capability.

Communication:

• Serve as the primary liaison between Team Leads and the Assistant Manager/Operations Manager.
• Facilitate daily planning meetings and assist in the coordination of team efforts.
• Assist the Department Head in managerial meetings and strategic discussions.
• Schedule regular departmental meetings to maintain consistent communication and transparency.
• Escalate unresolved issues to the Department Head and ensure timely resolution.

Process Improvement:

• Review, update, and optimize internal templates and processes for continued operational excellence.
• Periodically assess and improve the Employee Information Forms (EIFs) to streamline processing.
• Recommend and implement process improvements aimed at enhancing efficiency and team productivity.
• Stay abreast of industry best practices and integrate them into Standard Operating Procedures (SOPs) to drive innovation.

Administrative Responsibilities:

• Develop, update, and delegate SOPs for operational tasks.
• Consolidate and review weekly payment requests for EID and DHA.
• Conduct regular fleet audits and manage vehicle/bike handovers.
• Consolidate monthly ACT reports and review them for accuracy.
• Assist in the recruitment and hiring process for new team members.
• Conduct and document regular performance evaluations for team members.

Working Conditions:

• Location: Based in Dubai, with potential travel to regional offices and external locations.
• Hours: Standard working hours with flexibility for overtime as required by operational demands.