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General information

Name
Visa Services Supervisor

Description & Requirements

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.


As a Visa Services Supervisor, you will oversee daily visa operations, ensuring efficient service delivery, regulatory compliance, and team performance. This role acts as a key liaison with immigration authorities and external partners, manages escalated cases, and contributes to strategic improvements aligned with business goals.



In this role you will:

  • Supervise visa processing activities, ensuring adherence to service level agreements (SLAs), compliance standards, and internal policies. 
  • Manage resource allocation and maintain operational continuity during peak travel periods.
  • Resolve escalated or urgent visa cases by coordinating with immigration authorities and external facilitators to ensure timely and accurate outcomes.
  • Serve as the primary contact for Dubai Immigration, embassies, consulates, and visa facilitators, overseeing critical services such as cancellations, overstays, and special approvals.
  • Conduct risk screening and review visa applications for eligibility and documentation accuracy. Provide coaching to team members to enhance compliance and reduce errors.
  • Monitor team performance, conduct appraisals, manage leave and overtime schedules, and coordinate training initiatives with Learning & Talent teams and internal trainers.
  • Prepare departmental reports on visa volumes, overstay incidents, and refund trends. Collaborate with sales, customer service, and escalation teams to align visa operations with commercial strategies and customer expectations.




Qualification

To be considered for the role, you must meet the below requirements: 

  • 12 yrs schooling or equivalent Professional certification in Customer Service Travel & Tourism, Hospitality Management, or a related field is an advantage.
  • 5+ years of experience in visa processing or immigration services, with at least 2 years in a supervisory or team leadership role.
  • Strong knowledge of visa types, UAE/GCC immigration rules, and online application platforms.
  • Experience handling escalations, coordinating with government agencies, and managing service teams.
  • Familiarity with customer service metrics, and reporting tools.

 

Knowledge/skills:

  • Proven experience in visa operations or immigration services, with supervisory responsibilities
  • Strong understanding of visa regulations and immigration systems
  • Excellent communication and stakeholder management skills
  • Ability to lead teams, manage performance, and drive service excellence
  • Proficiency in reporting and data analysis tools
  • Adaptability to changing regulations and operational demands
  • Arabic written/spoken Preferred



Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. 



Salary & Benefits


Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers