Manager, Immigration

In the role of Manager Immigration Center of Excellence (CoE) at CIBT, your primary responsibility is to ensure accurate data management in Newland Chase's immigration systems to contribute to the business's operational excellence. You will be managing the Immigration CoE team to provide high-quality support and data compliance services to internal clients. It is essential for you to have end-to-end knowledge of Newland Chase's systems and processes. Performance and productivity management will be a key aspect of this position. **Key Responsibilities:** - Have a complete understanding of the CoE processes and deliverables - Identify daily deliverable tasks in collaboration with Assistant Managers and Team Leads (TL) and plan the shift accordingly - Plan shifts and weeks based on peak volumes - Handle escalations and collaborate closely with ops teams - Escalate system downtimes and issues to senior management and tech ops - Monitor productivity tracker of TL to identify issues and share performance metrics with senior management - Provide feedback and support to TLs and teams based on productivity and performance - Identify volumes and need for overtime - Conduct new hire interviews - Coordinate with HR for new hire onboarding and training - Ensure IT assets are provided to new joiners in coordination with IT - Coordinate with Transport/Admin for setting up cab facility for new joiners and existing staff - Work with Data Privacy Officer and report any data security incidents - Identify training needs for new projects and plan staffing accordingly - Manage team rotas, attendance, absences, and coordinate holiday leave - Confirm/extend probation of new joiners in collaboration with HR **Qualifications Required:** - Graduate level degree or equivalent - Results-oriented and operates with a strong level of accountability - Able to demonstrate a positive attitude even during challenging times - Excellent communication skills both face to face and in writing - Proven analytical ability - Strong Excel skills & a proven love of and aptitude for technology - High standards and integrity coupled with excellent attention to detail and organizational skills - Exceptional problem-solving and analytical skills within a fast-paced environment with competing demands - Excellent time management and planning skills required - Immigration case management/immigration support experience (1-2 years) - Communicates both verbally and in writing clearly and accurately and adheres to client and firm confidentiality and privacy - Able to demonstrate a positive and flexible attitude to work, particularly new initiatives - High level of ability to perform tasks with minimum supervision - Ability to organize and prioritize tasks under tight deadlines At CIBT, you will be expected to lead by example and comply with the company's code of conduct and policies. Consistency in adhering to company policies and procedures is crucial, maintaining a culture of accountability through clear expectations and performance management. In addition to the primary responsibilities, you will also be involved in running quarterly staff appraisals, conducting training for team members, motivating the team to achieve organizational goals, ensuring high service standards, resolving conflicts, recognizing high performance, organizing team-building activities, and coaching and developing new hires when required. Your competency in presenting and communicating information, data analysis and reporting, attention to detail, learning and researching, achieving personal work goals and objectives, and setting and working to deadlines will be critical for success in this role. In the role of Manager Immigration Center of Excellence (CoE) at CIBT, your primary responsibility is to ensure accurate data management in Newland Chase's immigration systems to contribute to the business's operational excellence. You will be managing the Immigration CoE team to provide high-quality support and data compliance services to internal clients. It is essential for you to have end-to-end knowledge of Newland Chase's systems and processes. Performance and productivity management will be a key aspect of this position. **Key Responsibilities:** - Have a complete understanding of the CoE processes and deliverables - Identify daily deliverable tasks in collaboration with Assistant Managers and Team Leads (TL) and plan the shift accordingly - Plan shifts and weeks based on peak volumes - Handle escalations and collaborate closely with ops teams - Escalate system downtimes and issues to senior management and tech ops - Monitor productivity tracker of TL to identify issues and share performance metrics with senior management - Provide feedback and support to TLs and teams based on productivity and performance - Identify volumes and need for overtime - Conduct new hire interviews - Coordinate with HR for new hire onboarding and training - Ensure IT assets are provided to new joiners in