Zonal Operations Head

Zonal Operations Head – East Africa Job Title: Zonal Operations Head – East Africa Location: Ethiopia Geographical Breadth: East Africa – Ethiopia, Kenya, and Uganda 1. Role Purpose To lead and oversee VAS operations across the East Africa zone, covering Ethiopia, Kenya, and Uganda, ensuring consistent delivery of service, quality, compliance, customer experience, and cost-efficiency standards across all countries. The role translates regional business objectives into country-level operating plans, leads and develops country operations teams, and oversees the mobilisation and launch of new offices and visa application centres across the zone. The position is responsible for ensuring operational readiness, consistent implementation of VAS policies and procedures, effective stakeholder management, and sustainable operational performance across all assigned markets. 2. Role Responsibilities Lead and oversee VAS operations across Ethiopia, Kenya, and Uganda, ensuring each country meets agreed service levels, quality standards, customer experience targets, and operational performance objectives. Translate regional strategies, business objectives, and performance targets into actionable country-level operating plans, monitoring progress and holding country operations teams accountable for delivery. Lead, develop, and performance-manage Country Operations Heads and Country Cluster Operations Heads, where applicable, ensuring effective leadership, coordination, and accountability across the zone. Ensure consistent implementation of VAS policies, standard operating procedures (SOPs), service standards, and operational controls across all assigned countries. Lead the mobilisation, setup, and operational launch of new offices and visa application centres across the zone, ensuring timely readiness of facilities, staffing, systems, equipment, and operational processes. Monitor country-level operational performance through key performance indicators (KPIs), management reports, service delivery metrics, and regular operational reviews, implementing corrective actions where required. Ensure compliance with applicable local laws and regulations, contractual obligations, government requirements, data protection standards, and relevant operational policies in Ethiopia, Kenya, and Uganda. Identify, manage, and resolve operational risks, service disruptions, escalations, and business continuity issues, ensuring minimal impact on service delivery and customer experience. Manage zonal operating costs within approved budgets, working closely with the Zonal Finance Head and country teams on resource planning, cost control, productivity, and operational efficiency. Build and maintain effective working relationships with diplomatic missions, government authorities, local partners, service providers, landlords, and other key in-country stakeholders. Support the Regional Operations Head in business development activities, contract renewals, tender submissions, new market entry, and the expansion of VAS services across East Africa. Coordinate with IT, Security, Quality, HR, Finance, and other corporate functions to ensure operational requirements are addressed and country teams receive the support needed to deliver business objectives. Drive continuous improvement initiatives across the zone, identifying opportunities to standardise processes, enhance service quality, improve productivity, and strengthen operational controls. Provide regular operational updates, performance reports, risk assessments, and recommendations to the Regional Operations Head to support informed decision-making and regional planning. 3. Key Stakeholders Internal Regional Operations Head Country Operations Heads and Country Cluster Operations Heads Zonal Finance Head and Zonal HR Head Country-level HR and Finance teams Visa application centre management teams IT, Security, Quality, and other corporate support functions External Diplomatic missions and government authorities In-country business partners and local representatives Service providers, suppliers, and vendors Landlords and facilities management providers Other relevant local and regional stakeholders 4. Role Experience Education and Qualifications Bachelor’s degree in Business Administration, Operations Management, Management, or a related discipline. A Master’s degree or relevant professional qualification is an advantage. Experience Minimum 12 years of experience in operations management, regional management, service delivery, or a related field, including multi-country operational responsibility. Demonstrated experience managing senior operations teams and overseeing service delivery across multiple countries or locations. Proven ability to translate business strategies into operational plans and deliver measurable performance improvements. Experience in visa application services, business process outsourcing (BPO), travel services, hospitality, customer service operations, or other government-facing service environments is highly desirable. Experience in launching, mobilising, or scaling new offices, service centres, or operational facilities is an advantage. Strong experience in stakeholder management, operational budgeting, compliance, risk management, and service quality oversight. Previous experience working across East African markets, particularly Ethiopia, Kenya, and Uganda, is an advantage. 5. Competencies Behavioural Competencies Leadership Delivering Results Entrepreneurship Networking and Relationship Management Communication Technical Competencies Multi-country Operations Management Operational Planning and Performance Management Government and Stakeholder Relationship Management Service Quality and Customer Experience Management Compliance, Risk, and Budget Management Centre Mobilisation and Operational Readiness Continuous Improvement and Operational Efficiency 6. Role Requirements Travel Frequent travel across Ethiopia, Kenya, and Uganda, with additional regional travel as required by business needs.