Role
The General Manager – Operations is responsible for leading the Afghanistan, Pakistan, Palestine, and Syria region, 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 31 Visa Application Centres, 41 Government clients, and over 600 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.
Ability to travel 40%–60% of the time throughout the region.