Operations Manager

**Capago is an outsourcing company for processing Schengen visas on behalf of the Ministry of Foreign Affairs of different Schengen countries.**

**SUMMARY**

The main mission of the Operations Manager is to manage and supervise the operations of a Capago Visa Application Centres and to handle the liaison between Capago and the represented Diplomatic Authority.

His main responsibility is to ensure that operations at Capago comply with the requirements of the specifications and to create a good working relationship based on trust between the represented Diplomatic Authority and the company.

He must also ensure that all Capago Group requirements are communicated to the teams and applied.
- **The Operations Manager has to be fluent in Italian, Hindi and English - French is a big plus.**
- **RESPONSIBILITIES**

As an Operations Manager, you will be responsible for:
**Ensure the operational and economic efficiency of the Visa Centre by**:

- Ensuring the well-being of the team and informing management of any difficulties

encountered by staff;
- Managing the day-to-day operations of the branch;
- Being proactive in operations and deploying continuous improvement methods to optimize all processes;
- Managing the availability of appointments on Capago's internal management tool;
- Planning and leading staff meetings in collaboration with the supervisor(s);
- Defining the needs of employees with the help of the Supervisor(s) and highlighting them with the cross-functional services concerned;
- Promoting and animating the sales dynamic within the team.

**Ensure the good quality of the relationship with the Consular Authority by**:

- Facilitating communication between the consulate(s) and Capago;
- Attending key meetings with the Consulate;
- Promptly respond to questions from the Consulate regarding records, requirements or procedures;

**Comply with and ensure compliance with Capago specifications and standards by**:

- Ensuring the proper execution of the specifications defined by the represented Ministry of Foreign Affairs;
- Ensuring compliance with applicable internal policies and procedures;
- Ensuring confidentiality and compliance with security policies defined by Capago.

**Ensure the quality of service provided to applicants by**:

- Ensuring that the daily production is of excellent quality;
- Handling specific customer complaints that cannot be handled by the Supervisor(s).

**Be an effective relay for cross-functional resources by**:

- Participating in recruitment procedures in collaboration with the HR department;
- Ensuring proper compliance with HR and financial procedures;
- Immediately transmit important information or scanned documents to the correct communication channels defined by Capago;
- Managing all other tasks assigned by the Regional Management.

**COMPETENCIES**

As an Operations Manager, you need to demonstrate the following competencies:
Perfect command of Italian, Hindi and English - French is a big plus;
Sense of responsibility ;
Relationship and communication skills;
Team management and skills development;
Crisis management ;
Seriousness ;
Organization ;
Reactivity ;
Rigor.

**HIERARCHIC REATTACHMENT**

The Operations Manager will report directly to the Regional Manager and/or any other person that Capago Group General Management stipulated.

**EDUCATIONAL QUALIFICATIONS**

The required educational qualifications for this position are as follows:

- Matric with a bachelor's degree pass;
- Minimum: Degree in Business Administration or any other relevant degree.

**NB**: