Assistant Manager

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 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 the end-to end operational flow quickly 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 adept at building strong engagements with key stakeholders, ensuring that all parties are consulted and engaged to ensure alignment.

To be successful in this role, you will have a combination of sophisticated skill in operational planning, people management, quality and control risk management, data forecasting, internal & external stake holder management, resource planning, critical thinking, and problem-solving abilities. 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.
- Maintain Clients information in Fragomen’s databased 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.
- Managing operational risk, including its identification, assessment, mitigation and reporting in accordance to the Operational Risk Management framework by ensuring potential impact to the business.
- Constantly review functions operating procedures and ensure all details are sound in accordance to 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.
- 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.

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 settin