Main purpose of job:

The British High Commission in Singapore is part of the Foreign, Commonwealth and Development Office’s (FCDO) worldwide network of 270 Posts, representing British political, military, economic and consular interests overseas.
 
Consular assistance is an FCDO priority and issuing Emergency Travel Documents (ETDs) is a key part of the support provided to British nationals working or travelling overseas.
 
The Emergency Travel Document Centre is a specialist global operation, handling ETD applications from three centralised hubs in Singapore, Madrid and Mexico City. Together, these centres provide a near 24-hour service across multiple regions and time zones, helping British nationals continue urgent journeys when they need support most.
 
As Workflow Manager, you will play a central role in keeping that operation moving. You will oversee the flow of work across the service, ensuring applications are prioritised effectively, resources are directed to where they are most needed, and straightforward cases are delivered within the published 2 working day ETD service standard. Working closely with colleagues in Singapore, Madrid and Mexico City, you will use sound judgement, pace and people leadership to help deliver a professional, high-quality service in a fast-moving environment. You will also lead work to improve productivity and strengthen quality decision-making across the operation.
 
This role offers the chance to lead a global workflow, solve operational problems in real time, support and develop others, and contribute directly to a service with clear impact and purpose. It is a varied, hands-on position with genuine responsibility and international reach.

Roles and responsibilities / what will the jobholder be expected to achieve?

The successful candidate will be expected to keep the global ETD operation running smoothly, ensuring work is prioritised effectively across the centres and that service standards, quality and customer focus are maintained in a fast-paced environment. A key part of the role is active workflow management: spotting pressure points early, directing resources to where they will have the greatest impact, and making sure cases move efficiently from receipt through to completion.
 
The jobholder will provide day-to-day leadership to ETD staff, setting clear expectations, supporting performance, and helping colleagues build confidence in both routine and more complex casework. This includes overseeing handovers, supporting induction and onboarding, maintaining effective communication across shifts and locations, and making sure staff are equipped to deliver a consistently high standard of service.
 
The role also requires strong judgement and the ability to make timely decisions on urgent, sensitive or higher-risk cases, including vulnerable customers and complex applications. The Workflow Manager will work closely with the Regional Operations Manager and wider stakeholders to flag operational risks, respond to case queries, support workforce planning, oversee interview activity, and contribute to service improvement by identifying practical ways to strengthen processes, guidance and delivery.
 
Alongside managing workflow, the postholder will step into ETD processing and approvals when required, particularly during periods of high demand or operational disruption, and may also provide wider technical or administrative support to the ETD operation as needed.
 
You may also be required to use Consular and Her Majesty’s Passport Office systems to:
 
•    Perform background checks on applicants
•    Determine applicant’s entitlement to British Nationality, where relevant
•    Approve the issue of ETDs
•    Check applications and supporting documentation
•    Request additional supporting documentation information
•    Check applicant’s eligibility
•    Conduct interviews with applicants
•    Process payments, where relevant
•    Issue ETDs within Consular agreed service levels
•    Monitor and replenish ETD working stock

Resources managed (staff and expenditure):

Line management of up to 6 members of staff

Language requirement: English

Level of language required: Expert

•    Experience working in a high paced, customer focused working environment
•    Fully IT literate
•    Attention to detail
•    Experience in managing a team in a busy, global operation
•    Good leadership and organisational skills
•    2 years minimum experience working in a hub, centralised operation or processing centre.
•    Customer service skills with 3 years minimum experience. 
•    Excellent communication skills including senior management engagement
•    fluency in English to C level (according to Common European Framework of Reference for Languages), verbal and written, with excellent communications skills.
•    Ability to work under pressure and meet tight deadlines under little supervision
•    Ability to respond flexibly to changing priorities, and occasionally work weekends and out of hours
•    Experience in motivating others to meet deadlines, benchmarks, key performance indicators and quality standards