Operations Manager - Japanese Speaking

ABOUT US

Founded in 2007, TLScontact works with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Present in 90 countries, TLScontact operates 150 visa application centres and handles over 4 million visa applications every year. TLScontact is part of the Teleperformance Group, the global leader in customer experience management.

ABOUT THE ROLE

We are seeking an experienced and proactive Operations Manager to lead and optimize the operational efficiency of our center. As the Operations Manager, you will be responsible for ensuring the smooth execution of daily activities, driving continuous improvement in processes, and maintaining the highest standards of service quality.

You will play a key role in overseeing and developing a motivated team, guaranteeing client satisfaction, and ensuring that all operational functions are performed in compliance with company policies and security standards.

RESPONSIBILITIES

• Optimize the operational efficiency and productivity of the center.
• Ensure continuous improvement of processes and procedures related to the proper functioning of operational activities.
• Guarantee the quality of service provided to customers.
• Ensure the accurate and up-to-date information (procedures, documents, tariffs, etc.) on external websites and intranet according to the consular client’s instructions.
• Contribute significantly to the motivation and efficiency of the team under their authority, ensuring adequate training for the agents in their service.
• Guarantee the quality of relationships between employees and customers.
• Take all necessary measures to ensure the smooth conduct of any internal or external meetings essential for the proper operation of activities.
• Regularly ensure proper evaluation of the activities of the agents in their service in accordance with internal regulations.
• Participate in security-related training sessions.
• Adhere to security requirements while fulfilling responsibilities associated with this role.
• Report security incidents to the supervisor as soon as they are detected.
• Guarantee the confidentiality of client information and fully comply with the anticorruption policy.
• Systematically report any anomalies that may adversely affect the operation's smooth functioning to the supervision.
• Perform any other tasks assigned by the Country Manager.

QUALIFICATIONS

Bachelor’s degree in business administration, Operations Management, or a related field. More than 3 years’ experience in management; sales background is a Plus.

At least 3-5 years of experience in operations management or a similar role, ideally within a customer service, administrative, or operational environment.

Proven track record of Leading teams and driving operational improvements in a service-based environment.

Flexibility to travel is required for the role.

Security Clearance is Required

Applicants must be authorized to work in the U.S. Visa sponsorship is not provided.

PREFERED QUALIFICATIONS

Strong leadership abilities with the capacity to motivate, coach, and develop a diverse team.

Excellent problem-solving and decision-making skills.

High level of organizational and multitasking abilities, with a keen eye for detail.

Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of quality and service.

Strong communication skills, both written and verbal, to interact effectively with internal teams and clients.

Proficient in the use of Microsoft Office Suite (Word, Excel, PowerPoint)

Strong understanding of security protocols and ability to ensure compliance with safety and confidentiality standards.

WHY JOIN US?

Tls Contact is an Equal Opportunity Employer - By Choice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other legally protected status.