Position Overview:
We are looking for an experienced Manager based in Sydney (hybrid working model) to lead immigration service delivery, client relationships, and team performance. The successful candidate will oversee complex and VIP immigration cases, provide strategic immigration advice, manage client escalations, monitor SLAs and KPIs, and drive service and process improvements. The role also includes people management, coaching and development, client programme support, and contribution to business development initiatives. This position requires strong immigration expertise, leadership, commercial awareness, and stakeholder management skills.
Duties and Responsibilities:
Operational Management
- Review and supervise all aspects of immigration casework, including forms, email correspondence and draft letters
- Supervise the service delivery by team reports (and NPs as appropriate for the Hubs)
- Supervise the preparation and submission of complex and VIP cases
- Take the lead / casework a limited number of complex and VIP cases
- Conduct case reviews with team reports weekly
- Monitor KPIs for the team and NC service delivery against the client SLAs
- Handle / oversee inquiries for the assigned clients
- Manage client escalations and notify the CRM and senior leadership of the escalation and general trends for the client
- Prepare RCAs within the prescribed SLA
- Propose and introduce service recovery solutions internally and externally
- Proactively work on service delivery and internal process enhancements
- Provide strategic legal advice to team reports and clients
- Manage case initiations, ensuring new cases are allocated to appropriate consultants promptly
- Review and disseminate reports to ensure Immigo data integrity, timely billing and overall exceptional service levels to clients
- Take responsibility for supervising invoicing, credit control and escalating any issues to the Director
- Work with internal stakeholders on rectifying technology issues, setting and updating client fee schedules and other internal enhancements
- Ensure adequate coverage during team's PTO
- Assist with OOO coverage for team members and other Managers / Leaders across the wider team or office
- Provide a weekly update to the Director and actively participate in the agenda items collection, discussion
- Maintain up to date knowledge of the immigration and internal company rules and policies
Client Management & Business Development
- Establish as a go-to PoC and an SME for client queries, immigration strategy and case escalations
- Attend client case review and strategy calls in order to build rapport with the client and remain close to client feedback on NC service
- Proactively work with the client and the CRM to develop and introduce a service recovery plan or other initiatives on enhancing the client's immigration programme
- Devise and implement in collaboration with the client and CRM training sessions, compliance audits and quarterly account reviews
- Provide client support to non-CRM managed accounts, including the provision of expiry and other reports as required and the attendance of case review calls as appropriate
- Work with non-CRM managed clients on timely payment of NC invoices and assist CRMs / Accounts with resolving payment issues for CRM-managed clients
- Assist CRMs with preparing and participating in client reviews / meetings
- Assist CRMs and BD with new client opportunities by participating in RFPs and sharing subject-matter expertise
- Identify opportunities to diversify services, taking an active role in business planning
- Contribute to articles for publication in newsletters and external publications, participate in webinars and immigration events / forums
People Management
- Conduct quarterly and annual performance reviews for team reports by ensuring meetings are completed in a timely manner and reports are written up within the prescribed SLA
- Monitor and manage performance of the team by proactive review of reports, conducting weekly case reviews and providing performance feedback promptly
- Conduct induction for new staff and train / mentor the team
- Complete training assessments for each team report, manage staff progression, identify training requirements and monitor progress during quarterly reviews
- Focus on initiatives increasing staff retention and team morale, identify areas requiring improvement
- Ensure team reports complete trainings and other professional requirements as prescribed
- Review quarterly results for the incentive scheme
- Hold regular one-on-one discussions with team reports, to discuss general issues or concerns
- Conduct team meetings regularly to review feedback / performance / client updates, etc
- Disseminate firm and other updates to the team promptly
- Monitor team PTO to ensure annual leave is taken regularly and utilised by EoY
- Adopts a positive and can-do attitude by acting as a firm champion, motivate the team leading by example and instilling the sense of accountability, ownership, team work and cross-collaboration between teams
Key Competencies
- People management
- Planning and organising
- Business and commercial awareness
- Technical expertise and competence
- Networking and relationship management
- Leading and results achieved
- Persuading and influencing
- Adapting and responding to change
Person Specification
- 5+ years of proven experience of providing detailed and accurate advice on Immigration
- Proven ability to write clearly and concisely, using appropriate language and terminology in a tone, style and format suited for the purpose and the audience
- Exceptional organisational abilities proven through working on complex projects
- Proven ability to identify, analyse and interpret information from a range of sources and develop appropriate solutions
- Proven ability of leading and managing teams
- Able to demonstrate a positive and flexible attitude to work, particularly new initiatives
- Proven ability to manage a diverse and varied workload including strategic advice
- Proven ability to maintain a clear overview of the key issues and prioritise effectively
- Highly competent at answering high volume queries
- Proven negotiation skills with the ability to influence effectively and sensitively, verbally and in writing
- Excellent communication skills which contribute to the building of effective working relationships with colleagues and clients
- Graduate Diploma or equivalent
About Us
CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.
CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.
Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.
Equal Employment Opportunity
CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.
CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at [email protected] (mailto:[email protected])
