Manager Sales and Ops

Job Description

About the role

You own CREW's visa business end to end: every member gets the right visa, on time, with no surprises, and the visa team hits its numbers.

You will lead the team of Visa Experts, own our visa partners, and build the playbooks that make visas a smooth, predictable experience for premium members. 

What you will own

• Visa delivery. Own every visa from first message to passport back in hand. Track turnaround time, approval rate and rejections, and fix what causes delays.

• The team. Hire, train and lead a team of Visa Experts. Set daily targets, run regular performance reviews and coach the team on quality and speed.

• Business targets. Own visa bookings, revenue and customer experience metrics. Work with the Destination Experts so every international trip is offered visa help.

• Country playbooks. Build and keep up to date document checklists, timelines and fees for every country we serve. Track embassy rule changes and update the team the same day.

• Quality checks. Set up document checks before submission so we avoid rejections. Study every rejection and stop it happening again.

• Partners. Choose and manage visa partners and service providers. Agree prices and service levels, review their performance and escalate when they miss.

• Peak season and urgent cases. Plan appointment slots and team capacity ahead of peak travel months, and run a clear process for urgent and express visas.

• Escalations. Be the final point of escalation for visa issues, including rejections, delays and re-applications.

• Data privacy and ethics. Make sure passports and personal documents are collected, stored and shared safely, in line with company policy and the law. Never cut corners on documents or declarations.

• Reporting. Share a daily and weekly view of applications, turnaround time, approvals and rejections with leadership.

• Process and automation. Spot manual, repetitive work (form filling, document checks, status tracking) and work with Product and Tech to automate it, including with AI tools

Qualifications

Preferred background

• Based in Bangalore, or open to relocating to Bangalore

• Comfortable with rotating shifts, including weekends and peak holiday season (5 working days a week)

• 4-7 years in tourist visa operations at a visa service company, travel company or visa application centre

• 2+ years leading a team

• Deep, hands-on knowledge of visas for popular countries (Schengen, UK, US, Singapore, Canada, Australia, UAE, South-East Asia)

• Experience managing partners and vendors against service levels

• Comfortable with data: tracks metrics in Excel or dashboards and acts on them

• Clear communication in English, with members, partners and senior stakeholders

• Calm under pressure, takes ownership and gets things done

Additional Information

Visit our tech blogs to learn more about some the challenges we deal with: https://medium.com/swiggy-bytes

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.