Operations Lead

Job Title: Operations Manager

Location: Bangalore Office – TerraTern Pvt Ltd

Employment Type: Full Time [WFO]

About TerraTern

TerraTern is the fastest growing Global Talent Mobility Solution, dedicated to guiding clients through seamless relocation journeys. We offer personalized visa assistance, job search support, and comprehensive resources to empower individuals pursuing opportunities abroad. Our commitment to client satisfaction and transparency ensures a smooth, reliable experience at every step of the immigration process.

Job Overview

The Operations Manager will be responsible for overseeing the daily operations of Terratern's visa, job assistance, live learning and customer success teams. This role ensures that all processes are optimized, customer issues are resolved efficiently, and teams deliver exceptional service. The ideal candidate will bring previous experience in travel, immigration, ed-tech or related fields, with strong leadership and problem-solving skills.

Key Responsibilities

Team Management:

• Provide leadership, mentorship, and training to team members to ensure a high level of performance and productivity.
• Conduct regular performance evaluations and provide constructive feedback to team members.

Visa Processing & Job Assistance:

• Supervise and ensure accurate visa filing and job assistance services are provided to clients in a timely manner.
• Ensure compliance with immigration laws, rules, and company procedures during the visa process.
• Guide the teams in addressing client needs related to visa applications and job placement services, ensuring high-quality support.

Customer Success & Escalation Handling:

• Manage escalations from customers and resolve issues quickly, efficiently, and professionally.
• Develop strategies to improve customer satisfaction, minimize complaints, and enhance the client experience.
• Serve as the point of contact for escalated issues, providing solutions and ensuring effective communication with clients.

Process Optimization:

• Evaluate and improve operational processes, streamlining workflows to ensure efficiency and reduce processing time.
• Design and deploy workflow/AI automations (Zapier/Make/n8n, Apps Script). Build live dashboards for TAT, SLA, backlog, and risk.
• Identify and implement improvements to streamline processes and increase efficiency.
• Oversee the entire customer journey, from onboarding to escalation handling, ensuring high CSAT and NPS scores.

Reporting & Compliance:

• Monitor key performance indicators (KPIs) for teams and report on operational performance regularly.
• Ensure that all client interactions, visa documentation, and job placements comply with relevant immigration laws and company policies.
• Ensure that the company meets service level agreements (SLAs) and operational targets.

KPI (Key Performance Indicators):

• Timely and accurate visa filing
• Client satisfaction (CSAT & NPS scores)
• Resolution time for escalated issues
• SLA adherence
• Process improvement milestones
• Team performance metrics

Eligibility

Experience:

• Proven experience in managing teams in a fast-paced environment
• Previous experience in the travel, immigration, ed-tech or customer service industry is highly desirable
• A strong understanding of visa processing and job assistance services is a plus

Skills & Competencies:

• Strong leadership and people management skills
• Strategic thinking to develop and implement long-term operational strategies
• Excellent problem-solving abilities and experience handling escalations
• Exceptional communication and interpersonal skills
• Detail-oriented with a focus on compliance and accuracy
• Hands-on with workflow/AI automation; strong process design; data-led with spreadsheets/dashboards (SQL basics a plus)
• Ability to manage multiple tasks and prioritize effectively in a high-pressure environment

Qualifications:

• Bachelor’s degree in Business Administration, Engineering, or a related field
• Certification or training in immigration services or travel management is a plus

Why Join Terratern?

Joining TerraTern puts you in a mission-driven organisation that is changing lives. Here’s what makes us unique:

• Impactful Work: Assist individuals in achieving their global mobility goals by guiding them through the entire process.
• Professional Growth: Learn from our industry experts and get access to continuous training about the latest immigration trends and policies.
• Entrepreneurial Culture: You have authority and ownership in your role. Share ideas, try new solutions and more.
• Collaborative Environment: Be part of an enthusiastic team eager for collaboration and excellence.