Immigration Program Director

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Apply locations SG-Singapore CN-Shanghai CN-Beijing AU-Sydney MY-Kuala Lumpur time type Full time posted on Posted Yesterday job requisition id REQ-022482

Job Description

Our Immigration Program Management (IPM) team in the region acts as the conduit between our key global and regional clients, as well as provide support to our case teams. The Regional Immigration Program Management (IPM) Director/Senior Director leads this team of dedicated IPMs in the Asia Pacific (APAC) region, providing senior leadership and mentorship to the team.

The purpose of this role is to oversee a team whose mission is to build and maintain relationships of trust with clients, focused on development of client strategy and program management by applying the firm's knowledge and understanding of immigration. The objective is to create and implement comprehensive immigration programs for clients, leveraging Fragomen knowledge and services, all while providing senior level support to the IPM team.

RESPONSIBILITIES

Client Service

1. Establish and lead client relationships through building trust and confidence of clients at the senior level in the region, typically at regional senior manager or director level.
2. Leverage expert-level knowledge of immigration and Fragomen services to assess program needs through understanding client objectives and priorities, and introduce or expand services provided to clients to meet those needs.
3. Lead development and maintenance of client protocols; recommend and encourage Fragomen best practices.
4. In collaboration with legal and case teams, manage risk for clients by providing regular updates on changes in laws/regulations and their impact on client programs.
5. Manage risk for the firm by ensuring teams adhere to protocols, processes, and procedures, and ensuring that teams understand complex regulatory issues for sectors or clients (e.g., media, extraction, technology).
6. Oversee and lead Annual and Quarterly Business Reviews, coordinating with global IPMs as appropriate.
7. Work with clients to establish reporting and KPIs; inform/training country teams accordingly; provide ongoing protocol training to case teams.
8. Work with Global Client Enablement team and client account engagement teams for onboarding new clients.
9. Coordinate with Client Enablement and Client Engagement team on process improvements, leveraging new technology, and introducing new services.
10. Keep global IPM/regional and global partners informed of challenges regarding pricing, staffing, service, with suggestions/recommendations where appropriate.
11. Engage in and assist with deescalating major escalations and crafting solutions (data breach, application rejections); the IPM Director is integral in managing major escalations and ensuring that a coordinated response is prepared and provided to the client.
12. Build and maintain open lines of communication with clients.

Leadership

1. Manage a team of experienced IPMs (and IPM support) that is dispersed across the region and responsible for a diverse client base.
2. Ensure leadership style reflects firm values.
3. Positively contribute to the team, office, and firm through participating in events, training, and other internal programs.
4. Encourage innovation and responsiveness to concerns raised by team stakeholders regarding issues or challenges.
5. Drive change within the team that aligns with firm objectives; engage in change initiatives by adapting, learning, and contributing positively to change.
6. Organize and facilitate periodic regional IPM meetings and sharing sessions to exchange ideas and learnings across the APAC IPM group.
7. Provide feedback and mentoring to the IPM team, including being an integral part of their talent development and talent review process.

New Business/Marketing

1. Be an ambassador of the firm and promote capabilities and services, emphasizing Fragomen's value proposition.
2. Seek opportunities to share successes and content internally for knowledge sharing and best practice development.
3. Grow revenue for various practices by identifying opportunities for expanding the scope of services for assigned clients.
4. Participate in the contract renewal process/RFP process for existing and potential clients.
5. Contribute to thought leadership initiatives and be recognized in markets as a subject matter expert; contribute to social media and knowledge content and present at regional events.
6. Liaison among Knowledge, Professional Practices, Legal teams, and the Government Strategies team to ensure alignment and maximize internal resources.

People Management and Knowledge Sharing

1. Develop KPIs to measure contributions and value of IP resources for Fragomen and clients.
2. Manage headcount and resources effectively.
3. Identify training needs and work with appropriate teams to deliver training to ensure the IP team is current on products, services, priorities, and the legal environment.
4. Proactively engage with local country teams on a regular basis to identify opportunities and challenges and better understand the local immigration environment, applying it to client programs and sharing with others.
5. Provide members of the regional IPM team stretch opportunities to engage with new clients or on new programs.
6. Contribute to the development of IPM and case teams by providing training and supporting firmwide talent development initiatives (e.g., Leadership Academy, Regional Development Conference, Practical Management Academy, etc).

QUALIFICATIONS & EXPERIENCE

1. At least 10 years of immigration case management or program management experience.
2. Bachelor's degree required; legal background preferred.
3. Strategic account management experience.
4. Excellent communication skills, including conflict resolution and active listening skills.
5. Excellent time management and prioritization skills.
6. Knowledgeable of work and process flow basics.
7. Understanding of account management business metrics.
8. Technical acumen.
9. Collaborative and inclusive leadership style.
10. Effective people management and team management skills; ability to manage dispersed and/or hybrid teams.
11. Minimal travel.

At Fragomen, we do meaningful and impactful work for our clients and focus on our Responsible Business Practices:

: We drive innovation and change. We respect colleagues, embrace diversity, and empower others.

: At Fragomen, pursuing an equal, diverse, and inclusive workforce goes beyond a policy. It's part of our DNA-and always has been. Year after year, we are recognized as leaders in diversity in our industry.

Giving Back: We have a deep history of giving back to the communities where we live and work-and we continue that mission today. Serving the less fortunate by providing advice and community support where needed allows us to help immigrants secure a better future for themselves and their families.

Corporate Social Responsibility: We believe there is more to success in business than generating profit-we want to do well by doing good. We are committed to considering the impact that our business decisions have on our people, our planet, the communities in which we work, and our clients.

Sustainability: Fragomen is focused on sustainability in our business operations and practices-and we know there is much work to be done, with countless opportunities available to minimize our impact on the environment.

Well-being: We are committed to implementing firmwide initiatives that support the health and wellness of our people, including programs to address work-life balance and benefits that cover a wide range of well-being needs of all employees.

Our program provides the ability to be successful at home or in the office, via Hybrid & Remote work arrangements.

Our process includes three managerial check-ins per year to help you progress in your career.

Unique learning programs like Fragomen Academy, Leadership Academy, Practical Management Academy, and Regional Development Conferences.