Way of Working - Office/Field - Employees will work full-time from their base location
About CREW
CREW is Swiggy's premium travel concierge, built to take the stress out of planning and traveling for busy professionals. We help people plan and book a trip without the stress of using five different apps. We handle flights, hotels, visas, forex, cabs, insurance and trip planning in one place, with real people supported by AI tools. CREW is early-stage, so many of our processes are still being built.
Job DescriptionAbout 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
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
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.
Skills Required
- Based in Bangalore or willing to relocate to Bangalore
- Available for rotating shifts, including weekends and peak holiday season, while working five days per week
- 4-7 years of experience in tourist visa operations at a visa service company, travel company, or visa application centre
- At least 2 years of team leadership experience
- Deep hands-on knowledge of visas for Schengen, UK, US, Singapore, Canada, Australia, UAE, and Southeast Asia
- Experience managing partners and vendors against service levels
- Comfort using Excel or dashboards to track metrics and take action
- Clear English communication with members, partners, and senior stakeholders
- Ability to remain calm under pressure, take ownership, and execute effectively
Swiggy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Swiggy and has not been reviewed or approved by Swiggy.
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Equity Value & Accessibility — Equity grants and recurring liquidity events are ongoing, and feedback suggests office employees value this as part of total compensation. These programs provide a meaningful wealth‑creation lever by India tech standards.
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Parental & Family Support — Gender‑neutral parental policies were expanded with extended leave, flexible/part‑time options, bonding leave, fertility/adoption support, and structured re‑entry. Feedback suggests these updates are viewed as progressive and supportive for caregiving.
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Healthcare Strength — Company‑paid accident insurance for delivery partners includes hospitalization and OPD cover with extensions to family members. This safety net is notable within the gig‑economy context.
Swiggy Insights
What We Do
Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500 cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India. From starting out as a hyperlocal food delivery service in 2014, to becoming a logistics hub of excellence today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees. With Swiggy’s New Supply and the recent launches of Swiggy Instamart, Swiggy Genie, and Guiltfree, we are consistently making waves in the market, while continually growing the opportunities we offer our people. *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.
