Lead Business Immigration Coordinator

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Fragomen Full time

Job Description

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

In this role, you will manage operational excellence framework to ensure the efficient delivery of the Firm's goals and Client service. You are a dynamic individual who can manage all stages of achieving operational excellence.

You will quickly learn the end-to-end operational flow and develop an in-depth understanding of all available platforms within the Firm and seek opportunities to further enhance the operating efficiency. You will be the Firm's brand and delivering optimal outcomes and support best in class delivery across Fragomen Shared Services APAC Operation.

OVERVIEW OF DEPARTMENT / FUNCTION

Fragomen Shared Services Operations Malaysia provides end-to-end Corporate Immigration services to Clients globally. The role within the APAC Shared Services team in Malaysia 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

Operation

  • Well versed with the end-to-end of the APAC Immigration process flow from reviewing documentation right up to approval and communication to Clients.
  • Able to draft immigration application in accordance to the documentations received from Client in respective regions immigration portal and accordance to the agreed timeliness.
  • Maintain Clients information in Fragomen's database with high level of data accuracy and confidentiality.
  • Save and upload case related documents and government's decision onto Fragomen's database.
  • Constant engagement with the Senior Associates and Lawyers in ensuring Client's immigration needs are managed with utmost importance.
  • Technically savvy on the end-to-end operational workflow and act as the subject matter expert of the function / department.
  • Problem situations are proactively identified, resolved and escalated to give maximum Client's experience.
  • 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.
  • Effectively collaborates in a team setting and promotes teamwork. Dependable, Open and Connected.

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.
  • Problem situations and proactively identified, resolved and escalated to give maximum Client's experience and appropriate measures are taken to improve quality and prevent reoccurrences.

Leadership

  • Be the subject matter expert for the team members, provide day to day guidance support to the team.
  • Ensures team is following timelines and client protocols, include escalations.
  • Manage projects and process improvements in conjunction with supervisors.
  • Practice and foster a positive team environment, promoting teamwork, and a culture of mutual support and recognition.

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 to embracing change and progress.

  • Has minimum 3 to 4 years' experience in executing/processing Corporate Immigration related activities and exposure in Shared Services Operations environment.
  • Possesses personable, interpersonal skills to communicate effectively at all levels in person, by phone, VC and by email.
  • Demonstrates the ability and flexibility to prioritise and balance competing demands and meet deadlines in a fast-paced, high volume professional services environment.
  • Proactively takes responsibility for all delegated work 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.

Finding the right person is very important to us. We hope that finding the right place is important to you.

Interested? Apply now. Don't forget to include your CV and cover letter.

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