Zonal Operations Head

V

Zonal Operations Head

Vas Global

Today

New

Kampala

Full Time

Recruitment

Confidential

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Experience Level

Executive level

Experience Length

12 years

Language Requirement

English

Work Type

Full Time

Working Hours

8 to 5

Applicant Location

Uganda

Job descriptions & requirements

Zonal Operations Head – East Africa

Job TitleZonal Operations Head – East Africa

LocationKampala, Uganda

Geographical BreadthEast Africa – Uganda, Kenya, and Ethiopia

Reports ToRegional Operations Head

• Role Purpose

To lead and oversee VAS operations across the East Africa zone, covering Uganda, Kenya, and Ethiopia, ensuring consistent delivery of service, quality, compliance, customer experience, and cost-efficiency standards across all countries.

Based in Kampala, Uganda, the role translates regional business objectives into country-level operating plans, leads and develops country operations teams, and oversees the mobilisation and launch of new offices and visa application centres across the zone. The position is responsible for ensuring operational readiness, consistent implementation of VAS policies and procedures, effective stakeholder management, and sustainable operational performance across all assigned markets.

• Role Responsibilities

• Lead and oversee VAS operations across Uganda, Kenya, and Ethiopia, ensuring each country meets agreed service levels, quality standards, customer experience targets, and operational performance objectives.
• Translate regional strategies, business objectives, and performance targets into actionable country-level operating plans, monitoring progress and holding country operations teams accountable for delivery.
• Lead, develop, and performance-manage Country Operations Heads and Country Cluster Operations Heads, where applicable, ensuring effective leadership, coordination, and accountability across the zone.
• Ensure consistent implementation of VAS policies, standard operating procedures (SOPs), service standards, and operational controls across all assigned countries.
• Lead the mobilisation, setup, and operational launch of new offices and visa application centres across the zone, ensuring timely readiness of facilities, staffing, systems, equipment, and operational processes.
• Monitor country-level operational performance through key performance indicators (KPIs), management reports, service delivery metrics, and regular operational reviews, implementing corrective actions where required.
• Ensure compliance with applicable local laws and regulations, contractual obligations, government requirements, data protection standards, and relevant operational policies in Uganda, Kenya, and Ethiopia.
• Identify, manage, and resolve operational risks, service disruptions, escalations, and business continuity issues, ensuring minimal impact on service delivery and customer experience.
• Manage zonal operating costs within approved budgets, working closely with the Zonal Finance Head and country teams on resource planning, cost control, productivity, and operational efficiency.
• Build and maintain effective working relationships with diplomatic missions, government authorities, local partners, service providers, landlords, and other key in-country stakeholders.
• Support the Regional Operations Head in business development activities, contract renewals, tender submissions, new market entry, and the expansion of VAS services across East Africa.
• Coordinate with IT, Security, Quality, HR, Finance, and other corporate functions to ensure operational requirements are addressed and country teams receive the support needed to deliver business objectives.