We are looking for a Visa Center Manager - German Speaker to join our client team.

Roles and Responsibilities:

• Directly leading, developing, motivating, coaching, managing and organizing teams of Supervisor and Customer Service Advisors.
• Boost the sales.
• Ensure delivery of Added Value Services options and achievement of the AVS targets for the VAC.
• Own the PnL and cost saving .
• Prepare Ops Financial report and communicate with Accountants.
• Bank Payments preparation.
• Maximizing productive efficiency within the company and improving on our current delivery and reporting processes.
• The achievement of all client led Service Level Agreements.
• Ensuring appropriate communication channels exist between the staff and customers.
• Keeping customers information confidential.
• Report to high management
• Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
• Ensure compliance with TLScontact Global defined principles, policies & procedures as applicable to the role.
• Maintain high standards of ethics, integrity, and compliance with corporate procedures.
• Ensure no penalties are incurred and monitor , track and maintain internal errors.
• Provide assistance to staff when needed and handle applicant/clients escalations.
• Liaise with various support functions to handle team related queries.
• Manage VAC productivity and VAC security (Physical & data).
• Maintain adherence to the Service Level Agreements ’s for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation.
• Maintain & improve level of clients & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness.
• Participate and provide necessary support for the security internal audit
• Implement and maintain security related procedures
• Make sure the security related activities are assigned to designated employees
• Make sure the security related requirements are well communicated and followed
• Report security incidents to security team and track the issues to closure
• Responsibilities may change as the business grows and so therefore any candidate will need to be able to adapt to the changing needs of the business

•        Bachelor degree in management or related subject.
•        More than 3 years’ experience in management;

Skills and abilities:

• Excellent command in English and German
• Excellent communication and interpersonal skills
• Able to establish and maintain effective relationships with team members and customers
• Demonstrable skill in independent problem-solving
• Self-motivated, patient and professional
• Strong sense of responsibility and ability to work well under pressure
• Experience of managing in a collaborative team environment, delegating workloads and authorities
• Knowledge of customer service techniques and principles