Team Lead - Visa & Immigration

MAIN PURPOSE OF THE JOB

To manage the Australian immigration team within SIRVA Relocation on a day-to-day operational basis ensuring the highest level of service delivery to our clients and best practice.

PERSONAL ACTIVITIES

1. To work in accordance with the requirements of the Company Quality System and the SIRVA Code of Conduct and ensure all team members do the same

2. To report real and potential problems, as well as any unsatisfactory practices or behaviour, to the APAC Manager and provide suggested solutions

3. To work in accordance with the requirements of the OMARA Code of Conduct and ensure all team members do the same and that SIRVA's processes and procedures comply

4. To manage the operational team on a day-to-day basis and oversee service delivery. Tasks may include :

• a. Workload management and allocation of jobs;
• b. Ensuring relevant KPIs and service delivery standards are met;
• c. Performance management, training, feedback, and reviews;
• d. Raising any resourcing needs to the APAC Manager and upon approval, partnering with HR as required in regards to recruitment;
• e. Resource management and leave requests;
• f. Driving a positive environment for the team;
• g. Point of contact for queries from team members;
• h. Issue resolution - internal and client;
• i. Ensuring required client reporting including expiry reporting is delivered on time;
• j. Ensuring our processes and protocols are consistently followed and reviewed regularly;

k. New client on boarding; and

l. Other tasks as required.

5. To manage the Global Assignment Associates remotely (based in the Manila Centre of Excellence) to ensure they are providing the required support to the team in an accurate and timely manner. Tasks may include :

• a. Monitoring quality;
• b. Monitoring timeliness;
• c. Ensuring our processes and protocols are followed;
• d. Performance management, training, feedback and reviews;
• e. Raising any resourcing needs to the APAC Manager and upon approval, partnering with HR as required in regards to recruitment;

f. Resource management and leave requests; and

g. Other tasks as required.

• 6. Partnering with Corporate Managers as follows
• a. Pursuing Business Development opportunities;
• b. Attending client service review meetings;

c. Investigating and resolving service delivery issues and escalations; and

d. Attending corporate events as required.

7. To provide, and ensure the provision by team members of, accurate, timely and relevant immigration law advice and assistance to clients at all times

8. Case management - this role is expected to still maintain a transactional caseload

9. Daily financial activities such as approving jobs in SMARTS, reviewing jobs that are ready to be costed on and following up with team members to ensure they are costed on in a timely manner, SISTRS approvals, adjustment notes, providing regular financial updates to the APAC Manager etc

10. Prepare Client Alerts for sign off by APAC Manager and participate in other marketing and branding activities

11. 11. Partner with Client Technology as required to address any operation issues

12. 12. To manage special projects ensuring appropriate resourcing as required

13. 13. Other tasks as required

14. 14. Travel may be required in this role

POSITION REQUIREMENTS

• Current MARA registration
• Tertiary qualification accompanied by at least 8 years of proven corporate immigration experience
• Must possess the ability to lead including making risk-averse decisions, influencing and motivating staff
• Excellent customer service skills and the ability to build relationships
• Excellent communication and conflict resolution skills
• Ability to think and present ideas clearly / logically
• Must be a team player and self-starter with initiative and drive
• Understanding of SIRVA's internal processes

LIMITS OF AUTHORITY

Financial Full authority to expend Company funds in accordance with Company Policy contained in the Company Policy Manual, Section 2, Finance, No.2.4 - "Transaction and Signature Authority".

Operational Proposed operational changes to receive sign off from APAC Manager

Personnel 3 x Global Assignment Associates (Manila)

5 x Senior Immigration Consultants

RELATIONSHIPS

Immediate Superior VISA & IMMIGRATION SERVICES LEADER - APAC

Close Relationships Australian Immigration team

Vice President Customer Experience APAC

Clients

Other SIRVA Relocation Staff

Government Organisations

Industry groups

Professional associations

Third party providers

Client Technology

Finance