Company: YESTE Migration & Education Consulting Pvt. Ltd.
Location: Kochi, Kerala
Department: Operations & Business Management
Job Type: Full-time
Experience: 8–12 years of relevant experience, preferably with 3–5 years in a senior operations leadership role
Industry Preference: Migration & Immigration Consulting, Overseas Education, Study Abroad, Visa Processing, International Recruitment, Education Consulting, or Service-Based Organisations

Job Summary

The Operations Manager will be responsible for the overall operational performance of YESTE, working closely with the management and department heads to ensure that all business verticals function efficiently and contribute to organisational goals.

The role involves managing and coordinating the following departments:

- Telecalling and Lead Generation
- Migration Sales
- Migration Operations
- Application Processing
- Visa Processing and Documentation
- Study Abroad Counselling and Operations
- Marketing and Digital Marketing
- Information Technology (IT)

This is a senior operational leadership role, not an individual contributor position. The primary responsibility is to manage department heads, establish accountability, monitor business outcomes, and ensure that the organisation operates as one coordinated unit.

Key Responsibilities

1. Overall Operations Management

- Oversee the day-to-day operations of all business departments, excluding Human Resources.
- Ensure that departmental activities align with company objectives, management directives, business priorities, and service standards.
- Develop and implement operational plans, workflows, systems, and procedures to improve efficiency and productivity.
- Establish clear responsibilities, reporting structures, performance expectations, and accountability mechanisms for department heads.
- Monitor the overall functioning of departments and ensure that operational bottlenecks are identified and resolved promptly.
- Ensure smooth coordination between sales, client acquisition, application processing, visa, study abroad, marketing, and IT teams.
- Identify opportunities to reduce turnaround time, minimise errors, improve conversion rates, and optimise operational costs.
- Maintain operational discipline and ensure that decisions and instructions are implemented consistently across departments.

2. Leadership and Management of Department Heads

- Lead, guide, and monitor department heads across all designated business verticals.
- Conduct structured operational review meetings with department heads to assess targets, achievements, pending work, challenges, and action plans.
- Set clear departmental objectives and measurable KPIs in alignment with management expectations.
- Ensure that department heads maintain performance trackers, operational reports, pending-task registers, and corrective-action plans.
- Evaluate departmental performance based on productivity, quality, turnaround time, customer experience, revenue contribution, and achievement of targets, as applicable.
- Hold department heads accountable for agreed deliverables, deadlines, service standards, and team performance.
- Coach department heads in leadership, decision-making, delegation, problem-solving, and performance management.
- Identify recurring performance gaps and implement time-bound improvement plans.
- Ensure that departmental issues are escalated to management with relevant data, analysis, and proposed solutions.
- Promote a culture of ownership, collaboration, professional communication, and result-oriented execution.

3. Telecalling and Lead Generation Operations

- Monitor lead generation, outbound calling, inbound enquiries, connected calls, lead qualification, and follow-up activities.
- Ensure that telecalling teams generate quality leads and transfer qualified prospects to the appropriate sales teams.
- Establish and review productivity metrics, including calls made, connected calls, qualified leads, lead-to-sales handovers, follow-up completion, and conversion contribution.
- Review call quality, communication standards, lead handling, and adherence to calling processes.
- Coordinate with marketing and sales teams to improve lead quality and conversion efficiency.
- Identify gaps in lead response time, prospect engagement, and follow-up discipline.

4. Migration Sales Operations

- Monitor migration sales performance, sales pipelines, lead conversion, registrations, revenue, and target achievement.
- Work closely with migration sales department heads to improve sales productivity and conversion rates.
- Review individual and team performance against targets, forecasts, and agreed KPIs.
- Ensure timely follow-up of prospects, effective objection handling, accurate reporting, and consistent sales practices.
- Identify conversion bottlenecks and coordinate with migration operations and application teams to improve client handovers.
- Ensure appropriate communication between sales teams and processing teams regarding client commitments, documentation requirements, and service delivery.
- Review lost leads, delayed closures, and underperforming sales channels to identify improvement opportunities.

5. Migration Operations

- Oversee operational coordination for migration-related services and client case progression.
- Ensure that migration teams follow established workflows, documentation standards, internal checklists, and service timelines.
- Monitor case allocation, pending cases, documentation gaps, client updates, processing progress, and escalations.
- Ensure effective coordination between migration sales, application processing, visa documentation, and other relevant teams.
- Track operational backlogs and ensure that delays are addressed through defined corrective actions.
- Work with the relevant technical and professional teams to maintain process quality and compliance with applicable requirements.
- Escalate complex case-related, regulatory, or service-delivery concerns to the appropriate qualified personnel or management.

6. Application Processing Management

- Monitor application preparation, document collection, verification, processing progress, and submission readiness.
- Ensure applications are handled according to approved checklists, quality standards, internal workflows, and agreed turnaround times.
- Establish visibility over pending documents, incomplete applications, rework, application errors,



and delayed cases.
- Coordinate workload distribution and resource utilisation through the respective department head.
- Review processing accuracy, documentation completeness, productivity, and quality-control outcomes.
- Ensure proper handover of cases between sales, application processing, migration, and visa teams.
- Drive continuous improvements to reduce avoidable errors, rework, and processing delays.

7. Visa Processing and Documentation

- Oversee the operational performance of the visa processing and documentation department.
- Monitor documentation status, case readiness, pending requirements, internal review timelines, and client communication.
- Ensure that established documentation checklists, quality-assurance procedures, and review processes are followed.
- Coordinate with application and migration teams to resolve case dependencies and incomplete documentation.
- Monitor turnaround times, error rates, pending cases, and quality issues.
- Ensure that visa-related work is handled in accordance with applicable requirements and the guidance of appropriately qualified personnel.
- Escalate sensitive, complex, or compliance-related matters to the relevant authorised professionals.

8. Study Abroad Operations

- Oversee the operational performance of study abroad counselling and application-related activities.
- Monitor student enquiries, counselling progress, registrations, application conversion, documentation, and university application timelines.
- Ensure coordination between counselling, sales, documentation, application processing, and marketing teams.
- Review student follow-ups, application backlogs, registration performance, pending documents, and service delivery.
- Work with the department head to improve counsellor productivity, registration outcomes, process consistency, and student experience.
- Identify gaps in lead handling, counselling conversion, application progression, and client communication.
- Ensure that operational priorities and student application timelines are monitored systematically.

9. Marketing and Digital Marketing Operations

- Coordinate with the marketing department head to ensure that marketing activities support business and departmental objectives.
- Review lead generation performance, campaign execution, enquiry quality, conversion contribution, and marketing productivity.
- Ensure alignment between marketing campaigns and the capacity, priorities, and requirements of sales and service-delivery teams.
- Monitor campaign timelines, content and creative approvals, lead allocation, and campaign reporting.
- Evaluate the effectiveness of marketing channels based on relevant performance data and business outcomes.
- Work with the marketing team to identify opportunities to improve lead quality, cost efficiency, and campaign effectiveness.
- Ensure that marketing commitments and service-related messaging are aligned with approved business practices.

10. IT and Systems Management

- Oversee the operational performance of the IT department through the IT department head.
- Ensure that IT support, business systems, user access, technical issue resolution, and system availability support daily business operations.
- Monitor IT service requests, issue-resolution timelines, recurring technical problems, and departmental support requirements.
- Coordinate with relevant teams to improve the utilisation of CRM, productivity tools, reporting systems, and other business applications.
- Identify opportunities for process automation, system integration, data accuracy, and operational reporting improvements.
- Ensure that access management, data security, backups, and IT controls are handled according to approved policies and technical standards.
- Prioritise technology initiatives based on business impact and management-approved requirements.

11. KPI, MIS and Performance Monitoring

- Develop and maintain a structured operational reporting system across all designated departments.
- Establish standard daily, weekly, and monthly reporting formats for department heads.
- Consolidate departmental performance data into a comprehensive management information system (MIS).
- Monitor key indicators, including:
- Revenue and sales target achievement.
- Lead quality and conversion rates.
- Registrations and client acquisition.
- Application and case-processing turnaround time.
- Documentation accuracy and rework.
- Pending tasks, backlogs, and overdue cases.
- Client response time and service quality.
- Departmental productivity and resource utilisation.
- Marketing lead generation and campaign performance.
- IT support resolution and system availability.
- Identify performance deviations, analyse their causes, and initiate corrective actions.
- Present management with data-driven operational reviews, business risks, performance trends, and improvement recommendations.
- Ensure that department heads maintain accurate, timely, and verifiable performance records.

12. Process Improvement and Standardisation

- Review existing operational processes to identify duplication, inefficiency, delays, communication gaps, and unnecessary manual work.
- Develop and standardise SOPs, process maps, checklists, escalation matrices, and interdepartmental handover procedures.
- Ensure that approved processes are implemented consistently across departments.
- Conduct periodic operational audits and compliance reviews in coordination with the relevant department heads.
- Introduce process improvements that enhance productivity, service quality, transparency, and accountability.
- Ensure that recurring issues are addressed through root-cause analysis rather than temporary fixes.
- Drive continuous improvement through measurable outcomes and periodic reviews.

13. Client Experience and Service Delivery

- Ensure that clients receive timely, professional, and consistent service across relevant business functions.
- Monitor client complaints, escalations, delayed responses, service-quality issues,



and recurring operational concerns.
- Establish clear ownership for client issues and ensure that resolutions are tracked to completion.
- Improve coordination between client-facing teams and processing departments to minimise communication gaps.
- Review service-delivery performance and recommend measures to improve client satisfaction and retention.
- Ensure that client commitments are realistic, properly communicated, and aligned with approved processes.

14. Resource Planning and Cost Efficiency

- Assess operational workload, resource utilisation, departmental capacity, and business priorities.
- Coordinate with department heads to optimise work allocation and reduce operational bottlenecks.
- Identify opportunities to improve productivity without compromising service quality.
- Monitor operational expenses and resource requirements within approved budgets.
- Recommend investments in systems, technology, training, or process improvements based on measurable business needs.
- Support management in operational planning, forecasting, capacity management, and business expansion initiatives.

15. Management Coordination and Reporting

- Serve as the central operational coordination point between management and department heads.
- Translate management decisions into explicit operational action plans, ownership assignments, and timelines.
- Provide periodic reports on departmental achievements, pending deliverables, risks, concerns, and recommendations.
- Ensure that important decisions are documented and followed through to completion.
- Escalate critical operational risks, unresolved interdepartmental conflicts, compliance concerns, and major performance gaps.
- Participate in management meetings and provide data-backed recommendations for improving organisational performance.
- Maintain professional communication and ensure timely follow-up on management directives.

Key Performance Indicators (KPIs)

The Operations Manager will be evaluated against measurable business and operational outcomes, including:

- Overall operational efficiency and achievement of agreed business objectives.
- Department-wise KPI and target achievement.
- Sales conversion, registrations, and revenue performance in coordination with the respective sales heads.
- Reduction in processing delays, backlogs, and overdue deliverables.
- Improvement in application accuracy, documentation quality, and reduction of rework.
- Timely client responses, effective escalation management, and service quality.
- Quality and timeliness of departmental MIS and operational reporting.
- Effectiveness of interdepartmental coordination and handover processes.
- Implementation of SOPs, process improvements, and operational controls.
- Productivity and accountability of department heads.
- Effective utilisation of manpower, systems, and operational resources.
- Timely execution of management decisions and corrective-action plans.

Specific KPI weights and targets will be finalised by management based on business priorities and the baseline performance of each department.

Required Qualifications and Experience

- Bachelor's degree in Business Administration, Management, Commerce, Operations, or a related discipline.
- MBA or postgraduate qualification in Operations, Business Management, or a related field will be an advantage.
- 8–12 years of relevant professional experience, preferably including 3–5 years in operations management, multi-department leadership, or business operations.
- Demonstrated experience managing department heads, team leaders, or multiple operational teams.
- Experience in migration and immigration consulting, overseas education, study abroad, visa processing, client advisory, or a related service industry is strongly preferred.
- Proven ability to manage operational performance through KPIs, MIS reports, SOPs, and structured review mechanisms.
- Experience in sales operations, client service delivery, process management, and cross-functional coordination.
- Strong understanding of workflow optimisation, productivity management, service quality, and operational risk control.

Required Skills and Competencies

- Strong leadership and multi-department management skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Solid business acumen and a results-oriented approach.
- Proficiency in Excel, Google Sheets, MIS reporting, and performance dashboards.
- Familiarity with CRM platforms, workflow management systems, and business productivity tools.
- Ability to interpret operational data and translate findings into action plans.
- Excellent verbal and written communication skills.
- Strong follow-up, delegation, prioritisation, and execution capabilities.
- Ability to manage competing priorities and resolve interdepartmental conflicts professionally.
- High standards of accountability, confidentiality, process discipline, and professional conduct.
- Ability to work independently while maintaining close alignment with senior management.

Reports to: Senior Management / Directors

Direct functional coordination with:

- Telecalling Department Head
- Migration Sales Department Head
- Migration Operations Department Head
- Application Processing Department Head
- Visa Department Head
- Study Abroad Department Head
- Marketing Department Head
- IT Department Head

What We Offer

- An opportunity to lead multiple operational functions within an international service-oriented business.
- Direct exposure to senior management and business decision-making.
- The opportunity to implement systems, improve productivity, and influence organisational growth.
- A challenging leadership role with measurable performance expectations and opportunities for professional growth.
- Compensation commensurate with experience, leadership capability, and suitability for the role.

YESTE Migration & Education Consulting Pvt. Ltd. is looking for an operations leader who can bring every department together, strengthen accountability, and translate business objectives into consistent operational performance.

Pay: ₹70,000.00 - ₹100,000.00 per month

Benefits:

- Provident Fund

Application Question(s):

- Do you have any Team handling and leadership experience ?

Experience:

- Sales : 5 years (Preferred)
- Operations management: 3 years (Preferred)
- CRM software: 2 years (Preferred)

Location:

- Palarivattom, Kochi, Kerala (Required)

Work Location: In person

📌 Operations Head (Palarivattom)
🏢 YESTE Migration and Education Consulting
📍 Palarivattom