Job Description Posted 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 and 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 Brasil 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
SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a "one-stop shop" can provide. We're a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visitwww.sirva.com .
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.
SIRVA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. SIRVA also prohibits harassment of applicants and employees based on any of these protected categories.
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at ****** and let us know the nature of your request and your contact information.
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