SUMMARY:
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POSITION INFO:
Position Overview
The Senior Immigration Manager (Head of Production) is responsible for the entire production team in Cape Town, ensuring compliance of SOPs, legislation and quality of work.
Key Responsibilities
- Responsible for whole production team in Cape Town
- Review case assessments and initiations to ensure optimal caseload
- Ensure that NPS is meeting annual targets (Customer Satisfaction is met)
- Checks with branch managers if they meet agreed targets regarding quality improvements and service delivery
- Ensure that all employees adhere to standards, rules and quality; carry out Quality Control and ensure SLAs and NPS targets are met
- Key Account Management for existing corporate clients (KAM)
- Advise immigration rules to data research teams and support any ad hoc reporting
- Advise strategy for complex cases
- Serves as point of escalation
- Organize and plan OOO cover
- Attend and participate in client calls as needed
- Work closely with CRM teams and BD for any client matters
- Communicate with immigration authorities to clarify guidance notes/request application update and/or escalate applications when immigration authorities fail to meet its processing standard/withdraw applications and/or request refund of government fees
- Manage team’s continuing professional development and assessing training requirements
- Involved in hiring new team members
- Work closely with the leadership team on country/region structure and resourcing (headcount)
- Develop the immigration program for country/region
Position Requirements
- Ability to interact and communicate clearly and effectively
- Ability to manage a team
- Ability to work under pressure and tight deadlines
- Excellent time management, and organizational skills
- Attention to detail
- Capacity to prioritize, manage and execute multiple tasks
- Strong proficiency with MS Office Suite
