Our client, a leading visa and immigration provider is looking to hire a Service Delivery Manager (Visa & Immigration) to join their team in Singapore. The Service Delivery Manager is responsible for ensuring consistent and high-quality service delivery across the APAC region, aligning with global standards. This position serves as a key point of contact for clients and manages a local team to ensure excellent service and operational efficiency.
Key Responsibilities
- Oversee the delivery of visa/immigration services within the APAC region, ensuring adherence to global standards and maintaining a seamless experience for clients.
- Ensure the team provides excellent service and handles their work well. Lead, guide, and support them with training and development.
- Manage casework and oversee duties to ensure good service and quick client resolutions.
- Main point of contact for client, building trust, loyalty and creating opportunities for more business.
- Foster a positive work environment that boosts team morale and promotes pride in their work.
- Understand client needs, provide solutions, and maintain regular contact to build strong, long-term relationships focused on their goals.
- Perform weekly audits to ensure compliance with visa and immigration regulations.
- Advise on visa requirements, processing times, and best practices. Assess risks and escalate issues when necessary.
- Monitor case management systems to ensure work is tracked and up-to-date.
- Provide training and support to new team members, ensuring they acquire the necessary skills and knowledge for success.
- Ensure team compliance with legal and regulatory requirements, including the Foreign Corrupt Practices Act and consulate policies.
Requirements:
- Around 3-5 years of experience in global immigration, paralegal work, or visa/passport training.
- Ability to use Microsoft Word, Excel, PowerPoint, Outlook & Adobe.
- Bachelor's degree from an accredited university.
