Job Description

Primary ResponsibilitiesThis position requires you to be an immigration subject matter expert and play a broad leadership role within the local practice. A Manager will lead, manage and develop a case team to ensure that all casework is of a high standard and within SLAs. . This position requires also that you provide strategic immigration advice and compliance services to the Firm\xe2\x80\x99s client base, manage clients\xe2\x80\x99 expectations and any escalations.You will be responsible for training, guiding and supervising your team members as well as advising on Malaysian immigration regulations, procedures and policy, including managing visa application process for clients. You will be responsible also for maintaining communication and relationships with key client contacts.A Manager may also be involved in regional or global projects which may relate to global clients, processes, protocols or training.KRA 1: Casework \xe2\x80\x93 focus on sensitive, strategic and complex client accounts

• Review instructions and information for each new case. Identify key issues that may impact immigration formalities (travel plans, dependents, health issues etc.) and address these issues with the client.
• Research, prepare and formulate advice for clients.
• Routine contact with clients and the local authorities. Keep clients well informed on any issues or changes to regulations or visa processes as required.
• Ensure accurate, complete and technically correct visa applications are submitted.
• Manage case work effectively within agreed time frames.
• Follow internal policies on risk management, use of Fragomen Connect, Efiles, best practices and IT usage.
• Participate in conflict resolution and management of client expectations.
• Assist with various applications to the Ministry of Foreign Affairs such as authentication of documents and obtaining Certificates of Good Conduct (ie. Police Clearance)
• Assist with various consular matters such as embassy visa applications, and legalisation/certification/attestation of documents by various embassies in Kuala Lumpur
• Assist in compiling metrics/reports as required under contractual agreement with clients.
• Update Firm\xe2\x80\x99s case management system and maintain client files in accordance with Firm\xe2\x80\x99s practice protocols.
• Attend to invoicing on completion of each case.
• Supervise and provide guidance to team members to develop their technical expertise.

KRA 2: Client Service Management

• Possess good knowledge of designated clients\xe2\x80\x99 protocols and ensure protocols are adhered to
• Drafting materials for training presentations for clients
• Coach, support and train internal practice teams on specific client accounts
• Work with the Global Knowledge Team on client information requests
• Facilitate smooth flow of communication between client contacts and caseworkers for clients
• Liaise with caseworkers in relation to specific cases for designated clients
• Develop, maintain and encourage a positive development of relationship with clients and other stakeholders
• Accountability for achieving high levels of client satisfaction
• Support management when client escalations arise
• Reviews data management reports for issues and trends in relation to client accounts
• Monitors KPI reports

KRA 3: Strategic Leadership

• Contribute to, and foster a positive work environment
• Plays a key role in training of staff - e.g. Client Services, Communications, Fragomen Connect, Reporting, etc.
• Coordinate or participate in projects as required. For example, projects relating to Fragomen processes, culture, client service, paperless office, productivity, reporting and analytics.
• Act as a \xe2\x80\x98go to\xe2\x80\x99 person for day to day matters and trouble shoot issues as they arise.
• Identify and suggest methods or processes to increase efficiency and increase staff and client satisfaction.
• Participate in networking and business development activities to promote the Fragomen brand.
• Maintains understanding of competitor information and ensures that Fragomen remains superior in services offered to clients.
• Through innovative thinking and leveraging the ideas of others continuously improves processes and delivery of services to client group.
• Maintains awareness of current and new legislation to ensure all staff are kept informed and changes are made to systems and procedures as required.
• Thinks \xe2\x80\x9coutside the box\xe2\x80\x9d to ensure the needs of all clients are met;
• Is seen by Case Team to be a reference point for complex technical matters, leadership, client service and business management.
• Creates a participative work environment where staff, at all levels are encouraged to achieve, to contribute their ideas and attain professional fulfilment through career development.

KRA 4: Business Management

• Meets agreed business targets established in budget process, including revenue generation and expenses.
• Achieves high level of work output in specified area in line with client expectations and firm targets.
• Utilizes the firm\xe2\x80\x99s planning processes to plan and review their team\xe2\x80\x99s performance to support high levels of client satisfaction, achievement of business goals and the sustainable development of the firm.
• Prepare required business reports as required by local management and firm leadership.

QUALIFICATIONS & EXPERIENCE

• A good degree in any discipline.
• Minimum 8 years\xe2\x80\x99 experience in the area of immigration with supervisory/managerial experience.
• Keeps specialist competence up to date with ongoing learning and staying current with latest technologies, trends and developments and issues.
• Holds self and others accountable for required work output and standards and has a sense of urgency to achieve results.
• Reliable and conscientious with a good eye for detail.
• Achieve high level of productivity.
• Ability to Multi-task in a fast-paced environment with competing demands.
• Demonstrate flexibility and initiative regarding assignments for self and team.
• Ability to contribute to positive work environment.
• Strong client service mentality.
• Strong analytical and judgement skills.
• Good facilitation and communication skills.

Finding the right person is very important to us. We hope that finding the right place is important to you.Interested? Apply now. Don\xe2\x80\x99t forget to include your CV and cover letter.

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