Zonal Manager

Company Brief:

BLS International Services Ltd., established in 2005, is a global leader in visa, passport, consular, and citizen services, recognized as one of the top 2 firms in its field with over 19 years of experience. It boasts collaborations with over 46 client governments and operates across 64 countries, maintaining over 50,000 centers, supported by 60,000 employees. The company is acclaimed for its data security and service quality, processing over 220 million applications to date. It has received numerous accolades from prestigious publications and holds several quality and security certifications. Uniquely, BLS International is the only publicly traded entity in its sector, listed on BSE, NSE, and MSE, underscoring its industry prominence and commitment to excellence.

For more information on BLS International's comprehensive services and global presence, please visit the official website at www.blsinternational.com

Job Purpose:

To lead and manage BLS International’s Visa Application Centers (VACs) across Morocco. The Zonal Manager ensures smooth operations, client satisfaction, compliance with Client Embassy guidelines, and optimal resource and staff management across all centers in the region.

Key Responsibilities:

1. Operations Oversight

* Manage and supervise daily operations of all VACs in Morocco.
* Ensure adherence to the Client Embassy protocols and BLS internal SOPs.
* Drive efficiency, reduce turnaround times, and uphold service quality standards.

2. Client & Embassy Coordination

* Manage the strategic relations for the Embassy and Consulates in the region.
* Coordinate regularly with embassy officials to implement updates, resolve issues, and ensure expectations are met.
* Prepare operational and compliance reports for embassy submission.
* Leverage the existing relationship with missions to build new business opportunities

3. Team Leadership

* Closely work with the Regional head to achieve profitability and process enhancements
* Lead and support Center Managers and their teams across the region.
* Conduct regular training, performance evaluations, and coaching sessions.
* Ensure teams are updated on the latest embassy circulars and procedural changes.

4. Compliance & Audit

* Ensure strict compliance with Schengen visa regulations, respective national visa regulations, security, data protection (GDPR), and embassy-specific requirements.
* Conduct internal audits and readiness checks ahead of any Consular audits.
* Address non-compliance findings swiftly and effectively.

5. Financial & Administrative Management

* Monitor operational expenses, center-level budgets, and P&L performance.
* Approve center-level procurement within defined authority.
* Optimize manpower and operational costs without compromising quality.

6. Customer Experience & Quality Assurance

* Monitor and improve customer satisfaction scores (CSAT/NPS).
* Address escalated complaints in coordination with embassy officials and internal grievance systems.
* Drive a service excellence culture across all VACs.
* Submit timely and accurate reports on operations, incidents, customer feedback, and staff performance.
* Analyze data to identify trends, areas for improvement, and opportunities for innovation.

Requirements:

Education:

* Bachelor’s Degree in Business Administration, Operations, International Relations, or a related field.
* Master’s Degree or MBA preferred.

Experience:

* 8–12 years in operations, preferably in visa services, consular operations, or government outsourcing.
* Minimum 3 years in a multi-country/multi-location management role.
* Prior experience working with or for diplomatic missions (especially Schengen States) is a strong asset.

Languages:

* Fluent in English – required
* French language fluency is desired
* Spanish or Arabic proficiency is an added advantage.

Technical Skills:

* Familiarity with VAC software, biometric systems, document management systems.
* Knowledge of Schengen visa procedures and Consular Services documentation.

Soft Skills:

* High integrity and discretion
* Strong interpersonal and stakeholder management
* Analytical and strategic thinking
* Crisis management and problem-solving

Travel Requirement:

Frequent travel across Morocco for operational oversight and embassy/client engagement.