Case managers

Heritage Immigration; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Heritage Immigration in Singapore is seeking a Case Manager to handle Singapore PR and Citizenship applications from intake to submission.

You will coordinate with SVC, DS, Copywriting, and other teams to ensure accuracy, completeness, and timely progress while safeguarding client confidentiality.

The role requires attention to detail, strong communication, and the ability to manage multiple cases with a proactive, process-driven approach.

Qualifications

• Strong written and verbal communication skills.
• Excellent attention to detail and ability to identify inconsistencies.
• Strong organisational and time-management skills.
• Ability to manage multiple cases, tasks, and deadlines simultaneously.
• Strong problem-solving and coordination skills.
• Willingness to learn Singapore PR and ICA processes.

Responsibilities

• Manage and monitor assigned Singapore PR and Citizenship cases from onboarding through application submission.
• Assess client profiles and identify key information and supporting documents required for each application.
• Coordinate with the SVC, DS, and Copywriting teams to ensure timely, accurate submissions.
• Review documents for consistency and accuracy.
• Submit PR and Citizenship applications through ICA channels and monitor for follow-ups.
• Escalate complex or high-risk cases to senior team members.
• Maintain confidential client information and adhere to data protection policies.

Skills

Case Management

Document Review

Client Coordination

Application Processing

Attention to Detail

Problem Solving

Time Management

Internal Coordination

Quality Control

Confidentiality & Data Handling

Immigration Process Knowledge

Job description

Case Manager – Singapore PR & Citizenship Applications

Job Description

The Case Manager will manage and coordinate client cases for Singapore Permanent Residency (PR) and Citizenship applications, ensuring that each case progresses smoothly from initial assessment through application preparation and submission.

The Case Manager will work closely with the *SVC, Document Sorting (DS), and Copywriting teams* to ensure client requirements are properly addressed and applications are completed accurately, consistently, and within the required timelines.

Key Responsibilities

Case Management

• Manage and monitor assigned Singapore PR and Citizenship cases from onboarding through application submission.
• Assess client profiles and identify key information and supporting documents required for each application.
• Manage multiple cases simultaneously while maintaining accuracy, quality, and timely completion.
• Monitor application progress, deadlines, and outstanding requirements across assigned cases.
• Maintain accurate and up-to-date case records and ensure all case-related information is properly documented.

Client & Internal Coordination

• Work closely with the SVC and DS teams to coordinate case requirements, client updates, and follow-ups.
• Communicate directly with clients when required to obtain additional information, clarify case details, or request supporting documents.
• Coordinate closely with the SVC team to ensure consistent client communication and accurate case updates.
• Communicate with relevant internal departments to resolve case issues and prevent delays.
• Provide case-related guidance to internal teams to ensure applications are handled consistently with company standards and SOPs.

Document Review & Preparation

• Coordinate with the Document Sorting team to ensure submitted documents are properly organised, categorised, and prepared according to case requirements.
• Review client information and supporting documents to identify missing information, inconsistencies, discrepancies, or areas requiring clarification.
• Ensure information across all documents is accurate and consistent.
• Complete and review relevant application forms and case documentation accurately.
• Coordinate with the Copywriting team on the preparation of cover letters, personal statements, and supporting narratives.
• Review written submissions to ensure they accurately reflect the client's profile and are consistent with the supporting documentation.

Application Submission

• Manage the end-to-end preparation and submission of Singapore PR and Citizenship applications.
• Ensure all required forms, supporting documents, and written materials are complete, accurate, and properly arranged before submission.
• Accuracy
• Consistency
• Submission requirements
• Submit PR and Citizenship applications through the relevant ICA channels.
• Ensure all submission requirements and timelines are met.
• Monitor submitted applications and follow up on requests from ICA for additional information, documents, or clarification when required.
• Escalate complex, sensitive, or high-risk cases to the appropriate senior team member for review and guidance.
• Ensure client information and documents are handled confidentially and in accordance with company policies and applicable data protection requirements.
• Follow internal case management SOPs and maintain consistent service standards across all cases.

Requirements

• Strong written and verbal communication skills.
• Strong attention to detail and ability to identify inconsistencies or gaps in client information and documentation.
• Strong organisational and time-management skills.
• Ability to manage multiple cases, tasks, and deadlines simultaneously.
• Strong problem-solving and coordination skills.
• Ability to analyse client information and understand how different documents and information contribute to an immigration application.
• Comfortable coordinating with multiple internal teams.
• Ability to work independently while collaborating effectively with different departments.
• Professional and organised when handling confidential client information.
• Willingness to learn Singapore PR and Citizenship application requirements, ICA processes, and internal case management SOPs.

Preferred

• Prior experience in immigration consulting, case management, client servicing, or administrative roles.
• Experience handling Singapore PR or Citizenship applications.
• Familiarity with Singapore immigration or ICA processes.
• Experience working in a role requiring document review, case coordination, or application processing.

Key Skills

• Case Management
• Document Review
• Client Coordination
• Application Processing
• Attention to Detail
• Problem Solving
• Time Management
• Internal Coordination
• Quality Control
• Confidentiality & Data Handling
• Immigration Process Knowledge

Success in This Role

A successful Case Manager should be able to take ownership of assigned cases, identify issues before they become problems, coordinate effectively with different departments, and ensure every application is *complete, accurate, consistent, and submission-ready* within the required timeline.