Head of Operations

About BLS International:
BLS International Services Ltd. is a globally trusted, AI & tech-enabled service provider to governments and citizens, with a legacy since 2005. It is world’s largest publicly listed Visa & Counselor services company, traded on India's major stock exchanges (BSE: 540073; NSE: BLS). BLS International offers a comprehensive range of service solutions encompassing outsourced visa processing, document verification, biometrics, attestation, passport services, e-visa solutions, end-to-end solutions in e-governance, digital and retail services. BLS International partners with over 46 client governments and operates across 100+ countries through 50,000+ centres, 9 global training hubs, and 8 global contact centres. Guided by a continued focus on innovation, transparency, and service excellence, BLS International combines cutting-edge technology with robust operational processes to deliver the highest standards of data security and efficiency. Recognized for its proven track record and adherence to global standards, BLS International has been featured among Business Today's India's Most Valuable Companies, Forbes Asia's Best Under a Billion, Fortune India's ‘The Emerging 100’. To explore more about BLS International’s global presence and comprehensive service offerings, visit www.blsinternational.com.
Job DescriptionOperational Strategy & Management:Manage complex Visa management operations for multiple governments across a region (LATAM). This includes planning, directing, and coordinating operations across multiple departments and locations.
Client & Stakeholder Management: Act as the key liaison with clients (governments and diplomatic missions) and internal stakeholders, ensuring transparency, alignment on roadmaps, and high satisfaction levelsProcess Excellence & Optimization:Drive process improvement initiatives using methodologies like Lean Six Sigma to improve productivity, efficiency, and key performance indicators (KPIs) for both BLS International and its clients.
Team Leadership & Development:Lead and manage large, diverse teams (potentially hundreds of staff across many locations), including performance management, training, and career development to ensure a robust talent pipeline.
Compliance & Risk Management: Ensure all operations comply with regulatory requirements, information security policies, and standard operating procedures (SOPs). Identify and mitigate operational and settlement risks.
Financial Management & Business Development:Manage significant project budgets (e.g., total contract values exceeding £120 Million). Support business development teams in creating value-added proposals for new opportunities and driving growth.
Reporting & Data Analysis: Monitor operational performance through daily, weekly, and monthly metrics and data analysis to make data-driven decisions for continuous improvement. Prepare and present regular operational, financial, and compliance reports. Use data analytics to forecast demand and allocate resources effectively.
Customer Service ExcellenceEnsure high levels of customer satisfaction through effective service delivery.Handle escalations and sensitive customer or client issues professionally.

Key Requirements:Educational Qualifications:Master’s degree (MBA, MPA, or equivalent) in Business Administration, Operations, or Management.Additional certifications in Project Management, Strategic Leadership, or Customer Service Excellence are advantageous.
Experience:10–15 years of professional experience, with at least 5–7 years in a senior managerial role in a customer service, operations, or administrative environment. Preferably within a related industry such as travel, tourism, or service operations.Prior experience in the LATAM region with knowledge of local business practices and regulatory framework.Experience in visa processing, consular services, outsourcing, or high-volume service centres is highly desirable.
Preferred Qualifications:Master’s degree (MBA, MPA, or equivalent) in Business Administration, Operations, or Management.
Additional requirements:Fluency in Spanish & English is mandatory;Willingness to travel extensively within the LATAM .
Skills:Strong analytical, management, and oral/written communication skills.Demonstrated leadership skills with the ability to influence and lead large, diverse teams.Understanding of diverse business processes, strategy development, and data analysis techniques.Ability to work in a dynamic, fast-paced environment and manage multiple priorities simultaneously.