Senior Immigration Manager

ABC Worldwide; Cape Town; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

ABC Worldwide is seeking a Senior Immigration Manager in Cape Town to oversee the entire production team and ensure compliance with SOPs, legislation, and quality standards. This role entails managing team dynamics, reviewing case assessments, and liaising with clients and immigration authorities, making it essential for someone with strong leadership and organizational skills to succeed.

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.
• Serve 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 updates and/or escalate applications.
• Manage team’s continuing professional development and assess training requirements.
• Involved in hiring new team members.
• Work closely with the leadership team on country/region structure and resourcing.
• Develop the immigration program for country/region.

Skills

Team Management

Effective Communication

Time Management

Organization Skills

Pressure Management

Job description

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

• Ability to interact and communicate clearly and effectively
• Ability to manage a team
• Ability to work under pressure and tight deadlines
• Excellent time management, and organizational skills
• Capacity to prioritize, manage and execute multiple tasks