Operations Supervisor

3 weeks ago

New York, United States CAPAGO INTERNATIONAL Full time

| WHAT TO KNOW BEFORE APPLYING

  • You have to be fluent in French & English (written - spoken)
  • Team Management experience mandatory
  • Experience in the visa industry is a big plus
  • This position can be based in Houston, New York, Atlanta, Miami, Los Angeles, Seattle, San Francisco, Boston, Chicago or Washington - USA
  • Resumes needs to be sent in English

| SUMMARY

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centers to process their Schengen visa applications.

We currently operate in 10 countries, and welcome more than 250,000 visa applicants each year.

As part of our development, we are looking to strengthen our Operation Department and are looking for an experienced English / French -speaking Operations Manager , who is dedicated and customer-focused individuals to join our team.

Tasks

The main mission of the Operations Manager is to manage and supervise the operations of a Capago visa application center 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.

| RESPONSIBILITIES

As an Operations Manager, you will be responsible for:

  • Ensure the operational and economic efficiency of the visa center 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;

  • Transmitting and updating the instructions of the consulate(s) and ensuring their application in operations.

  • Comply with and ensure compliance with our 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.

Requirements

As an Operations Manager, you need to demonstrate the following competencies:

  • Sense of responsibility ;
  • Fluent in English & French - mandatory
  • Experience in the visa industry is a big plus
  • Great communication skills;
  • Team management and skills development;
  • Crisis management ;
  • Seriousness ;
  • Organization ;
  • Reactivity ;
  • Rigor.

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