Country Operations Head

Country Operations Head – Ethiopia VAS Global Services | Addis Ababa, Ethiopia VAS Global Services is seeking an experienced Country Operations Head to lead and oversee its Visa Application Centre (VAC) operations across Ethiopia. This role will be responsible for ensuring operational excellence, high-quality service delivery, regulatory and process compliance, and strong relationships with diplomatic missions and business partners. The successful candidate will lead country-wide operations, drive financial and operational performance, develop center management teams, and support the growth and expansion of VAS services in Ethiopia. Key Responsibilities Oversee all Visa Application Centre operations across Ethiopia, ensuring service standards, quality, turnaround times and operational targets are consistently achieved. Manage the country's operational and financial performance, including revenue, operating costs, budgets and productivity, in coordination with the Country Finance Head. Lead, develop and manage Centre Operations Heads, including workforce planning, performance management, succession planning and team development. Ensure all centers comply with company policies, SOPs, quality standards, client requirements and applicable local regulations. Maintain effective physical and information security controls, manage operational risks, and ensure appropriate incident reporting and resolution. Build and maintain strong working relationships with diplomatic missions, embassies, consulates, government authorities, business partners and other key stakeholders. Drive customer experience, service quality, operational efficiency and continuous improvement across all centers. Identify opportunities to grow value-added services and other revenue streams in the country. Lead the implementation of new processes, operational initiatives and service rollouts. Support the establishment and opening of new Visa Application Centers, ensuring operational readiness, appropriate staffing and compliance with required standards. Monitor operational performance through KPIs, management reporting and regular reviews, taking corrective action where necessary. Requirements Bachelor's degree in Business Administration, Operations Management, Hospitality Management or a related field. A postgraduate qualification is an advantage. Minimum 10 years of relevant experience in visa services, BPO, travel, hospitality or a comparable customer-facing service industry. At least 5 years in a management or senior leadership role , with responsibility for operational teams and business performance. Proven experience managing multi-site operations, preferably across multiple locations within a country. Demonstrated experience in budget management, cost control, revenue performance and operational planning. Strong stakeholder management experience, including engagement with government authorities, diplomatic missions, corporate clients or business partners. Experience implementing operational processes, service standards, compliance controls and continuous improvement initiatives. Excellent leadership, communication, problem-solving and decision-making skills. Fluency in English and the ability to communicate effectively with local stakeholders in Ethiopia. Knowledge of Amharic is an advantage. Willingness to travel regularly to Visa Application Centers across Ethiopia. Key Competencies Leadership and people development Operational excellence and results orientation Financial and cost management Customer experience and service quality Stakeholder and government relationship management Compliance, security and risk management Process improvement and business growth