Senior Immigration Manager

Position Overview

The Senior Immigration Manager (Head of Production) is responsible for the entire production team in Cape Town, ensuring compliance of SOPs, legislation and quality of work.

Key Responsibilities

• Responsible for whole production team in Cape Town
• Review case assessments and initiations to ensure optimal caseload
• Ensure that NPS is meeting annual targets (Customer Satisfaction is met)
• Checks with branch managers if they meet agreed targets regarding quality improvements and service delivery
• Ensure that all employees adhere to standards, rules and quality; carry out Quality Control and ensure SLAs and NPS targets are met
• Key Account Management for existing corporate clients (KAM)
• Advise immigration rules to data research teams and support any ad hoc reporting
• Advise strategy for complex cases
• Serves as point of escalation
• Organize and plan OOO cover
• Attend and participate in client calls as needed
• Work closely with CRM teams and BD for any client matters
• Communicate with immigration authorities to clarify guidance notes / request application update and / or escalate applications when immigration authorities fail to meet its processing standard / withdraw applications and / or request refund of government fees
• Manage team’s continuing professional development and assessing training requirements
• Involved in hiring new team members
• Work closely with the leadership team on country / region structure and resourcing (headcount)
• Develop the immigration program for country / region

Position Requirements