Country Operations Manager

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travelers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service.

We are looking for a Country Operations Manager (French speaking) based in Vietnam to report to the VAC Manager.

Responsibilities and Requirement:

Responsibilities:

- Operational and Sales (AVS) management in Vietnam

- Support the day-to-day operations of VACs in Vietnam, ensuring consistent and high-quality service delivery.

- Support VAC Manager, Supervisor and Supervisor in achieving operational excellence and improving AVS sales

- Act as a Country point of contact for operational and Sales (AVS) matters between TLScontact and embassy clients.

- Drive alignment of processes, service models, and performance standards across all locations.

Performance & KPI Management

- Monitor Operational KPIs (productivity, security and compliance, quality, customer satisfaction, client Satisfaction, Employee Satisfaction, AVS Sales) across all centers.

- Lead Operations for all VACs in Vietnam

- Attend monthly performance reviews with center managers to track progress and implement corrective actions as needed.

- Ensure timely reporting of center performance, including compliance with embassy SLAs and internal benchmarks.

- Present Operational performance during Monthly Call

- Proactive engagement with embassy stakeholders to address operational needs, service improvements

- Performance KPI will be assign on Quarterly and Yearly Basis

Project & Change Management

- Support and coordinate the deployment of projects in Vietnam (e.g., AVS rollouts, new VAC setups, digital transformation initiatives).

- Coordinate country action plans to address operational issues, improve efficiency, or launch new services.

- Mobility in Vietnam and provide operational support in person when needed or assigned (Regular Missions)

- Facilitate knowledge-sharing sessions among VACs to replicate successes and avoid repeated issues.

Compliance & Quality Assurance

- Ensure full compliance with embassy contracts, TLScontact procedures, Security & Compliance, and data protection regulations (e.g., GDPR).

- Ensure compliance with all ISO certifications applicable to TLScontact

- Monitor internal audits, embassy feedback, and incident reports; implement follow-up actions accordingly.

- Support local teams in maintaining high standards in visa application handling, biometrics, and customer care.

- Ensure the maintenance and achievement of GPTW certification

Team Leadership & Development

- Support Operational Team (Supervisor, Agent) in Vietnam

- Support Operational training

- Promote a culture of excellence, accountability, and continuous improvement.

- Define strong Operational KPI for Supervisors and Agents

Reporting:

- Report directly to VAC Manager (Ho Chi Minh, Hanoi)

- Weekly Report to be delivered for Operations

- Monthly Report to be delivered for Operations

- Quarterly Report (Operation & Sales)

- Ensure timely report of all communication, incident, challenge, opportunity to VAC Manager

Requirements:

Essential Qualifications & Experience

- Strong experience as an Operational Manager in Customer Service and, or Government Sector

- Knowledge of government Service

- Demonstrated success in leading Front office Service Team.

- Fluent in French and English.

Key Competencies

- Strategic mindset with attention to operational detail

- Results-driven, with a strong focus on KPIs and continuous improvement

- Excellent leadership, people management, and stakeholder communication skills

- Adaptability to multicultural environments and diplomatic contexts

- High level of autonomy, organization, and initiative

In TLScontact we are cultivating a supportive, inclusive working environment where all our employees can thrive and express their talent, whatever their gender, background, race, or religion. This is our way to build the most diverse and engaged talent pipeline where each employee's voice matter and valued. We believe that this approach will lead us to a long-term success as an organization in visa services industry.

Here you can find our Privacy Notice for Recruits, please read it carefully!

https://static.tlscontact.com/media/vietnam_privacy_notice_recruits_vie.pdf