Operations Manager – Visa Application Unit

About the role

The Manager – Operations will lead the Visa Application Unit in Casablanca, driving efficiency, productivity and service quality through strategic operational planning and process improvement. The role oversees day‑to‑day activities, resource allocation and performance management to meet the organization’s financial and service targets.

Key responsibilities

• Oversee the entire business unit, manage expense budgets, achieve EBIT targets and monitor profitability.
• Ensure compliance with SOPs, ISO standards and Service Level Agreements while mentoring teams and driving process improvements.
• Build and maintain relationships with Consulate officials, develop new revenue channels and ensure physical and data security at the centre.
• Lead implementation of new processes, conduct regular training and internal certifications for staff.
• Promote sustainable use of resources and adhere to the organization’s health, safety and anti‑bribery policies.

Required profile

• Current VFS employee at Manager/Senior Executive/Deputy Manager level with at least 24 months in grade P3/P4.
• Performance rating of 3 or above, no disciplinary actions, and a graduate degree (post‑graduate preferred).
• 5‑7 years of experience in travel, tourism or service industry with team and process management exposure.
• European nationality, preferably Italian, with native Italian and professional English and French proficiency.