The posting
Roles and Responsibilities
The Immigration Operations Manager is responsible for overseeing and managing the other immigration managers, as well as the immigration team, ensuring that all processes and operations are executed efficiently and in accordance with company policies. This role requires developing and training the team on tools, systems, and operational processes, as well as managing the quality and delivery of immigration services. The manager works closely with clients, consultants, and internal departments to guarantee successful visa approvals, while continuously driving process improvements and maintaining high levels of client satisfaction.
Essential Functions and Responsibilities
% of time (must total to 100%)
Description of Duty
10%
Training and Development:
Train the immigration team on the use of the Service Engine system and other relevant tools. Ensure team members are proficient in operational processes and templates to execute immigration procedures effectively.
25%
Billing and Financial Oversight:
Prepare the team for the billing process, addressing any questions or concerns that may arise. Review and approve billing and expense reimbursements in coordination with the finance department.
10%
Process Monitoring and Quality Control:
Oversee immigration processes to ensure quality standards are met and deadlines are adhered to. Resolve inquiries from immigration consultants through the system and prepare support reports for operations.
10%
Team Guidance and Task Distribution:
Guide the team in handling cases, distribute tasks and accounts, and monitor workload and productivity. Act as the point of escalation for complex issues, providing solutions and support as needed.
20%
Supervision of Immigration Processes:
Closely supervise ongoing immigration cases to ensure timely and successful visa approvals. Ensure the delivery of services aligns with quality standards and client expectations.
15%
Client Case Management:
Manage specific client cases, acting as the primary consultant responsible for the account. Build and maintain strong relationships with clients, offering personalized solutions and support.
10%
Continuous Improvement:
Drive continuous improvement initiatives within the immigration process. Provide strategic recommendations for process enhancements and implement training programs to elevate team performance.
Qualifications & Preferred Skills Education & Certification:
Bachelor’s degree in Law, International Relations, or a related field is preferred. Additional certifications in immigration services, global mobility, or process management are advantageous.
Experience:
Minimum of 10 years of experience in the immigration field, with at least 3 years in a leadership or management role. In-depth knowledge of visa and documentation processes, including inbound and outbound procedures.
Technical Skills:
Strong proficiency in Microsoft Office Suite, particularly Excel and PowerPoint. Experience with case management systems and financial tracking software.
Communication Skills:
Fluent in English and Portuguese; Spanish proficiency is desirable. Excellent verbal and written communication skills, with the ability to communicate effectively with both clients and internal teams.
Leadership and Soft Skills:
Proven ability to lead and positively influence a team. Strong organizational skills, with the capacity to manage multiple priorities in a fast-paced, dynamic environment. Ability to maintain a proactive approach and ensure the team meets performance goals.
