Job DescriptionPosted Tuesday, April 23, 2024 at 4:00 AM
POSITION SUMMARY As a Senior Immigration Manager, the incumbent will be responsible for leading the immigration department, ensuring the delivery of services according to the service level agreements (SLAs) with clients. Their duties include supervising and developing the team, monitoring customer satisfaction, managing deadlines and immigration documents, and acting as a consultant on legal and immigration matters, including profile analysis and considering immigration process options to always find the most suitable for the client. The incumbent will also collaborate with partners to maximize the department's efficiency and profitability, implement process controls and improvements, and participate in conferences and events on Global Mobility to represent Sirva.
Technical skills include:
Being a lawyer registered with the Brazilian Bar Association (OAB), fluency in English, desirable knowledge of Spanish, and a minimum of 5 years of experience in immigration. The incumbent must have behavioral skills such as customer focus, leadership and team management, as well as excellent verbal and written communication skills to deal with clients and authorities.
FUNCTIONS AND RESPONSIBILITIES Team Management:
• Lead and motivate a team of 15 immigration professionals.
• Effectively delegate tasks and responsibilities.
• Evaluate team performance and provide constructive feedback.
• Develop and implement training programs for the team.
• Ensure compliance with immigration norms and regulations.
Client Management:
• Provide high-quality service to corporate and transferred clients, ensuring that services are in accordance with the service level agreements (SLAs) established with clients.
• Monitor client satisfaction, analyzing performance reports and ensuring a minimum average of 4.34 in the performance rating.
• Meet client needs efficiently and effectively.
• Build and maintain strong relationships with clients.
• Resolve client problems and complaints professionally and efficiently.
• Ensure that clients are satisfied with the services provided.
Process Management:
• Oversee the process of applying for work visas and other immigration documents.
• Ensure that processes are carried out efficiently and accurately.
• Keep up to date with changes in immigration regulations and related laws, both in Brazil and in other countries where we provide services, in order to properly guide the team and clients.
• Develop and maintain relationships with national and international partners to ensure the excellence of Sirva's services.
• Identify and implement opportunities for process improvements.
• Monitor the completion of ongoing cases through status reports, deadlines, and pending values extracted from the internal service management system to ensure that 95% of cases are billed within a maximum of 30 days after completion, with all values (fees + expenses) being collected.
• Oversee and monitor process protocols in the Ministry of Justice, based on Brazilian immigration legislation, such as RN's, RA's, and others.
Other:
• Represent Sirva at conferences and events related to immigration.
• Give talks and presentations on immigration.
• Issue periodic newsletters about new immigration laws in Brazil and other countries for our clients.
• Hold regular internal meetings with the immigration team to improve services and implement new activities and controls.
QUALIFICATIONS AND PREFERRED SKILLS EXPERIENCE:
• 5+ years of experience in immigration, with deep and solid knowledge of inbound and outbound processes.
• Experience in managing teams and partners.
SKILLS:
• Customer Focus: Monitor KPIs related to satisfaction (4.34) and ensure compliance with services SLAs. Committed to delivering an exceptional customer experience.
• Leadership: Ability to lead and motivate a team, delegate tasks and responsibilities effectively, evaluate team performance, and provide constructive feedback.
• Communication: Ability to communicate clearly, concisely, and effectively, both orally and in writing.
• Organization: Ability to organize and prioritize tasks, manage deadlines, and stay up-to-date on immigration laws and regulations, both in Brazil and in other countries.
• Problem Solving: Ability to identify and solve problems creatively and efficiently.
• Negotiation: Ability to negotiate with clients, partners, and suppliers effectively.
• Technology: Ability to use technology tools to streamline immigration processes.
EDUCATION AND CERTIFICATION REQUIREMENTS:
• Law degree, with a definitive OAB license.
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