General Manager Operations - Visa Application Centres - Ethiopia

Role The General Manager – Operations is responsible for leading the Ethiopian country Visa Application Centres , with accountability for commercial performance, service delivery, governance, compliance, and people outcomes. The role is accountable for delivering financial, operational, customer experience, compliance, and people objectives across a complex regional footprint comprising Visa Application Centres, Government clients, employees and partner resources. As a key member of the regional leadership team, the role serves as the critical link between regional strategy and country execution, balancing growth, operational control, risk management, transformation, and stakeholder engagement across complex markets. Key Performance Indicators Revenue, EBITDA, cost optimisation, budget adherence, cash discipline, and margin improvement performance. Application volumes, productivity, appointment availability, turnaround times, service levels, and operational throughput. Client and customer satisfaction, complaint resolution, service recovery effectiveness, and client retention indicators. Audit outcomes, compliance performance, control effectiveness, incident closure, data protection adherence, and risk mitigation progress. Employee engagement, attrition, leadership bench strength, training completion, workforce productivity, and succession readiness. Key Responsibilities Scope & Accountability Operational Leadership & Service Delivery Financial Management & Business Performance Client Management & Government Relations Client Growth & Market Development Enterprise Strategy & Performance Management Project Management & Transformation Governance, Risk & Compliance Stakeholder Management & Governance Cadence Customer Experience & Quality Leadership & People Management

Desired Candidate Profile

Bachelor's degree in Business Administration, Management, Economics, International Relations, or a related discipline. Minimum 10–15 years of progressive leadership experience in operations, strategy, business management, consulting, outsourcing, government services, professional services, or related sectors. Proven experience managing multi-country operations and complex service delivery environments. Demonstrated success leading large-scale transformation, growth, and operational improvement initiatives. Strong experience engaging with ministries, government authorities, diplomatic missions, boards, executive leadership teams, and strategic partners. Experience in governance, enterprise risk management, compliance, and performance management frameworks. Strong commercial acumen with experience in business development, account growth, and market expansion. Employment Type Full-time

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