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 teams 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
• Attention to detail
• Capacity to prioritize, manage and execute multiple tasks
• Strong proficiency with MS Office Suite