Operations Manager (Dutch fluent speaker)

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers 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 an Operations Manager in Jakarta, Indonesia. The successful candidate must be fluent in Dutch, English, and Indonesian.

If you have the experience and language skills to take on this exciting opportunity, we would love to hear from you! 

Reporting to: Center Manager

Subordinate: Customer Service Supervisor

Requirements:

Qualifications:

• Bachelor degree in management or related subject, overseas studying and working experience is preferable

Experience:

• More than 3 years working experience, including 1 year in management

Skills and abilities:

• Excellent command in English and fluent in Dutch; additional fluency in other Schengen languages is an evident advantage

• 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

Responsibilities:

• Developing, coordinating and implementing first-class application processing services

• The achievement of all client led Service Level Agreements

• Directly leading, developing, motivating, coaching, managing and organizing teams of Supervisor and Customer Service Advisors

• The provision of statistical and analytical insights to help shape and drive the operations to succeed in meeting the client’s SLA

• Maximizing productive efficiency within the company and improving on our current delivery and reporting processes

• Ensuring the quality of customer service

• Ensuring appropriate communication channels exist between the staff and customers

• Keeping customers information confidential

• 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

ISO duties

• Participate security related trainings

• Attend ISMS Management Review Meetings

• Participate and provide necessary support for the security internal audit

• Within the scope supervised by this position to:

• 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

Key Performance Indicators

•  Meet or exceed agreed financial targets.

• Meet or exceed agreed service-performance targets.

• Achieve continuous performance improvement against a dashboard of business metrics, including:

• Reduction in workplace accidents and lost-time incidents.

• Reduction in staff attrition.

• Reduction in client complaints.

• Improvement in customer-satisfaction measures.