1: Casework

• Research, prepare and formulate advice for queries from human resource contacts and employees on all immigration-related matters.
• Identify key issues that may impact immigration formalities and address these issues with the client.
• Ensure accurate, complete and technically correct visa applications are submitted
• Manage case work effectively within agreed time frames
• Follow internal policies on risk management, use of Fragomen Connect, Efiles, best practices and IT usage
• Routine contact with clients and the local authorities. Keep clients well informed on any issues or changes to regulations or visa processes as required.
• Participation in conflict resolution and management of client expectations.
• Attend to reporting needs of major clients.
• Assist with various applications to the Ministry of Foreign Affairs such as authentication of documents and obtaining Certificates of Good Conduct (i.e. Police Clearance)
• Assist with various consular matters such as visa applications, and legalisation/certification/attestation of documents and by various embassies
• Update firm’s case management system and maintenance of client files in accordance with agreed practice protocols.
• Client invoicing on completion of each case.
• Supervise and provide guidance to team members.

2: Client Service Management

• Implement client-specific processes
• SLAs: Adhere to any agreed internal or external SLAs; Communicate protocols and service level agreements to caseworkers; Monitor adherence to SLAs.
• Designs draft materials for training presentations for clients
• Coach, support and train internal practice teams on specific client accounts as required
• Review billing against client protocols
• Work with the Global Knowledge Team on client information requests
• Facilitates the smooth flow of communication between client contacts and caseworkers for designated clients
• Liaises with caseworkers in relation to specific cases for designated clients
• Acts as primary point of contact for certain client accounts
• Develops, maintains and encourages a positive and development of client relationships and other stakeholders
• Supports management when client escalations arise
• Reviews data management reports for issues and trends in relation to client accounts
• Monitors client dashboard reports
• Monitors KPI reports

3: Support and Leadership

• Contribute to, and foster a positive work environment
• Provision or coordination of internal training support as required - e.g. Client Services, Communications, Fragomen Connect, Reporting, etc.
• Coordination or participation on projects as required. For example, projects that may relate to the Fragomen processes, culture, client service, paperless office, productivity, reporting and analytics.
• Participate in networking and business development activities to promote the Fragomen brand.
• Act as a ‘go to’ point for day to day matters and trouble shoot issues as they arise.
• Identify and suggest methods or processes to increase efficiency and increase staff and client satisfaction.
• Adhere to external and internal ethical and practice management standards

Requirements:

• BA/BS degree preferably specializing in Law/Legal Services, Human Resources and foreign languages.
• Significant experience in the area of labour mobility and/or immigration law.
• A hands-on team player with finely honed leadership skills
• Ability to build strong relationship both internally, and outside of the firm
• Strong client service mentality.
• Strong analytical and judgement skills.
• Good facilitation, coordination and communication skills.
• Ability to manage multiple priorities and perform under pressure.

上班地址：招商街道沿山路12号半联大厦