Operation Manager

Position Overview

We are looking for an Operation Manager based in Hong Kong to lead daily operations, drive service excellence, and support business performance in a fast-paced office-based environment.

This role is responsible for operational management, team leadership, workforce planning, customer service quality, performance reporting, process improvement, and resource optimization. The successful candidate will oversee daily operations, manage escalations, monitor productivity and service metrics, support employee development, and implement initiatives that improve efficiency, quality, and customer experience. Working closely with internal teams, this role ensures operational excellence, consistent service delivery, and achievement of business objectives.

**As The Operation Manager, You Will **

• Oversee daily operational activity to maximize resource utilization, staffing productivity, and customer service quality.
• Maintain established standards of work, data accuracy, and quality expectations.
• Monitor productivity and deliver employee performance through various statistical and reporting methods; conduct performance reviews in adherence to schedule.
• Serve as escalation point for resolution of client complaints.
• Review calls and monitor trends based on queries, calls, and issues; use appropriate tools to make recommendations on improving service quality.
• Develop and maintain deep content knowledge on CIBT's business process to complete orders, maximize system capabilities and steward policy and procedure within the team.
• Create and maintain schedules based on actionable analytics.
• Support the training, coaching and mentorship of team members.
• Facilitate team meetings and cascading messaging to ensure effective communications and appropriate knowledge transfer.
• Additional responsibilities as determined and assigned.

**Required Qualifications **

• Associate's degree or equivalent, Bachelor's degree preferred.
• Minimum of 7 years' experience in a Customer Service or Sales Customer Service capacity.
• Minimum of 2 - 3 years' experience as a direct supervisor providing management and leadership.
• Prior experience successfully managing call center(s)/campaigns.
• Strategic mindset and ability to drive projects forward amidst shifting priorities, situations and goals.
• Strong project management and organizational skills; proven track record of high productivity in deadline sensitive environment.
• Ability to develop and manage analytics and report on trends and metrics.
• Strong written and verbal communication skills; excellent presentation and meeting facilitation skills.
• Commitment to data security and integrity, information accuracy, and attention to detail.
• Experience and aptitude with Microsoft Office Suite.

**Working Conditions and Location: **

• Office environment: exposure to computer screens, working closely with others in an open office environment.
• Hong Kong Office
• Office Base

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world's leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at GlobalRecruiting@cibt.com .