Immigration Operation Manager (AUS Immigration)

Job Description

This role is critical to drive the Firm’s strategic imperative of Operational Excellence in establishing a APAC Shared Services Operation in Malaysia. The APAC Legal Support team has a pivotal role to drive operational efficiency, consistency, standardisation and enhance service excellence across the APAC region.

In this role, you will manage operational and client excellence framework to ensure the efficient delivery of the Firm’s goals and Client service, starting with providing support to the Australian Legal Practice through a already established Australian Legal Support team based in our Fragomen Kuala Lumpur office. The Legal Support team works and communicates with various Australian legal teams and their clients (corporate and assignee) in non-legal tasks.

You are a dynamic individual who can manage all stages of achieving operational and client excellence including change and risk management. You will be required to explore technology solutions and harness those capabilities within the Firm and seek opportunities to further leverage technological enhancements.

You will quickly learn case process workflows, firm applications, service level requirements and adopt a client service focus to seek opportunities to further enhance the client experience and operating efficiency. You will be adept at building strong engagements with key stakeholders both in Malaysia and in other offices, ensuring that all parties are consulted and engaged to ensure alignment. You wlll be a strong people leader and be able to develop and supervise team members.

To be successful in this role, you will have a combination of sophisticated skill in workflow planning, client service, people management, quality and control risk management, data forecasting, internal & external stake holder management, resource planning, critical thinking, and problem-solving abilities. Ideally, you will have strong experience in legal or professional services and in client customer engagement. You will be the Firm’s brand and delivering optimal outcomes and support best in class delivery across Fragomen’s APAC Shared Services Operation.

OVERVIEW OF DEPARTMENT / FUNCTION

Fragomen APAC Shared Services Operations in Malaysia provides end-to-end Corporate and Private Client Immigration services to Clients globally. The team provides a range of exceptional level of business support and end to end processing of Immigration services to a wide range of Clients in achieving their global mobility needs.

KEY RESPONSIBILITIES

Daily Team Operations

• Well versed with the end-to-end of the APAC Immigration process flow from reviewing documentation right up to approval and communication to Clients. This is currently with respect to the Australian practice.
• Responsible for monitoring workload and adjusting work assignments, in coordination with Practice management; responsible for ensuring proper training for new client/team assignments is provided to team members.
• Ensure team members adhere to firmwide processes, procedures and policies.
• Identify training needs for LSAs and coordinate to prepare and deliver training
• Maintain continual engagement with the local case teams to ensuring Client’s immigration needs are managed with utmost importance.
• Ensure there is strong understanding and culture as it relates to our clients’ needs and expectations, and also management of risk.
• Technically savvy on the end-to-end operational workflow and act as the subject matter expert of the function / department.
• Managing risk and potential issues, and proactively address with management.
• Develop processes to retain and share best practices, technical/legal updates and other shared information.
• Constantly review functions operating procedures and ensure all details are sound in accordance with the agreed operating model and regulatory requirements.
• Provide guidance and support to the team members as and when required and foster a collaborative and productive work environment.
• Encourage ways for improving service / adding value / reducing costs in line with business goals and support initiatives originating from the team.
   

Client Service

• Always delivers the highest level of Client services by seamlessly anticipating and responding to needs and functioning as a trusted business partner. Versatile and agile.
• Learned in the technical and functional areas impacting Clients and striving to achieve expertise and apply best practices. Produces a thorough and accurate work product with attention to detail.
• Demonstrates strategic thinking in developing solutions for Clients, being creative and innovating whenever and wherever possible.

• Proactively identify and resolve issues and escalations; work collaboratively to ensure Client’s experience is positive and appropriate measures are taken to improve quality and prevent reoccurrences.
• Builds strong relationships with the respective Practice Leaders and manages expectations effectively by fostering a cohesive working environment across jurisdictions.
   

Productivity, Accountability and Efficiency

• Delivers high quality work product in a timely fashion. Can effectively manage time relative to individual, Firm and Client’s needs.
• Ensure effective workflow management in order to meet agreed timeliness and quality levels, checking and maintaining effective resource utilisation at all times.
• Ensure all operational related work are completed in accordance with the established procedures and standards.
• Work well independently and complete assigned tasks in the established timeframe, complete regular assignments without reminders or additional requests.
• Able to plan, organize and resource a project and deliver results consistent with Firm standards.
• Demonstrates initiative in assuming responsibilities and ensuring efficient utilization of skills and time.
• Aware of the financial big-picture and how individual and team performance impacts the Firm’s profitability.
   

Communication

• Generates clear, well-organized written work-product internally and externally.
• Able to effectively express oneself verbally in an articulate and polished manner.
• Strong listening and communication skills to influence and achieve objectives.
• To ensure all communication from the group and senior leadership team are cascaded to the team accordingly.
   

Teamwork and Personal Leadership

• Effectively collaborates in a team setting and promotes teamwork. Dependable, Open and Connected.
• Global and curious mindset. Possesses willingness to share knowledge and talents across the team and act as the ambassador for the Firm.
• Demonstrates self-awareness and emotional intelligence.
   

Managerial

• Manage team by clearly outlining expectations/objectives and roles, aligned with firm’s Performance Management process
• Provide timey feedback to team members, recognizing achievements and supporting ongoing development
• Identity individual and team training needs and coordinate with HR to deliver
• Work with management on staffing and resource needs
• Possesses a strong character who does not hesitate to challenge the status quo, address issues, and provide firm feedback when required.

QUALIFICATIONS & EXPERIENCE

We are looking for a detailed oriented and organised experienced professional who is comfortable working with multiple stakeholders.

You will also have a very strong understanding of the Firm’s technology systems, immigration processes and concepts, and the ability to learn new processes to enable expansion and growth of the operations function.

You will demonstrate the ability to build relationships across cultures and functions and be adept at embracing change and progress.

• Has minimum seven years experience in executing / processing Corporate Immigration related activities and exposure in or engagement with a shared services operational environment. Additionally, has at least five years of expertise in people management related matters.
• Possesses personable, interpersonal skills to communicate effectively at all levels in person, by phone, VC and by email; with the ability to defuse and resolve conflict where tact and diplomacy are required
• Demonstrates the ability and flexibility to prioritize and balance competing demands and meet deadlines in a fast-paced, high volume professional services environment
• Proactively takes responsibility for all delegated work and projects and follows through to completion
• Demonstrates highest accuracy and attention to detail in all work produced
• Demonstrates advanced technology skills, including Microsoft office, ticketing and time tracking systems
• Demonstrates ability to work harmoniously with all stakeholders
• Demonstrates commitment to excellence in the workplace
• Role-models workplace behaviour that is consistent with the firm’s Mission, Core Values and Strategic Objectives.