Job
Description
Purpose
Your role helps our clients manage the complex challenges of deploying a globally mobile workforce. You help our clients improve their business in an evolving global economy and realize sustainable economic growth by helping them integrate the people agenda into their business strategy. Role and Responsibilities
GDS STBT professionals support Immigration, Posted Workers, tax mobility professionals and onshore stakeholders execute on a range of administrative and support tasks. You will assist GDS Senior Staff and Managers across various activities to deliver exceptional client service across high volume accounts and meet SLA and KPI measures. You will support the electronic case management administration processes, as well as email communication and reporting for various tasks or team assigned. You will support collection and tracking of case documentation, reporting, and monitoring of status and preparation of application documentation per the protocol followed for each case type for the Short-Term Business Traveller (STBT) population of a client. You will stay abreast of regulatory changes in the applicable travel mobility domain, supporting senior caseworkers and lawyers to implement necessary changes in case management and processes in a timely manner. Tasks include
Preparations of cases and reports for senior/manager review for filing with the appropriate government agency Preparation of client reports utilising various tools such as excel, Alteryx and Power BI platforms. Knowledge of Excel, VBA and Data visualisation tools is an added advantage Work with seniors to perform intake of cases, troubleshooting issues and establishing case strategy Docket any related documents to the case management tool Perform daily tasks including data entry and document upload with accuracy Receive and validate documents submitted by assignees as per the checklist Assist in document review Proactively monitor the progression of cases to capture and action next steps Contribute to ad hoc projects, including research, project management and data collection activities as required Ensure on time delivery on all client deliverables Deliver technically and administratively accurate work with minimal supervision and guidance and be accountable for your individual outcomes and their impact on the team Adhere to defined set of client SLAs timely & accurate delivery of services, specifically tax reports and mailbox queries.
Additional responsibilities include
Identify, and escalate technical or process issues that may impact SLAs, the client or travel formalities Strictly adhere to EYs risk management protocols and manage confidential information with professionalism Deliver on accuracy, attention to detail and timeliness in tasks Drive and manage technology tools and solutions Own accountability for performance and quality metrics; SLA/KPI reports, client reporting, escalations, utilisation, and performance metrics Deliver on quality and performance standards for accurate, complete, and technically correct application preparation (and submission where applicable), and accurate identification of potential issues Foster a collaborative and positive work environment Develop and maintain a strong working knowledge of applicable travel requirements, technicalities, and process Identify opportunities to improve quality, business performance and process efficiency Work flexibly and accurately in a fast-paced environment Assist in the training of new team members and identify ways to improve team productivity and office-wide projects. Ability to make judgement on the course of action to be taken based on instruction provided/ critical thinking. Ability to support wider team with day-to-day administration and immigration related queries. Participate in immigration projects as needed
GDS STBT teams run in a client service focused environment and team members have high levels of contact with EY professionals across the world, as well as contact with assignees, government agencies and Tax mobility professionals at all levels, from different cultural and national backgrounds. Requirements to work outside of local business hours to according to clients' needs and different time zones will arise. Role Requirements
Qualification
Bachelors Degree in Human Resource, Business Administration, travel, tourism and hospitality, Commerce, Arts, Law (Immigration), English Language and Literature/Communicative English/Mass Communication & Journalism or related fields. MBA/Masters in relevant field an advantage.
Experience
1 - 2 years relevant experience in handling high volume data, Data visualisation tools and Project management. Working exposure to case management technology desirable Knowledge of Immigration Business Travellers, Posted Workers Directive, Tax Regulations, and reporting would be an advantage. Any prior Visa / work permit experience will be very helpful.
Essential Skills and Attributes
Exceptional written and oral communication in English Ability to draft articulate and persuasive communications Accuracy and attention to detail Ability to multitask and prioritize task appropriately Ability to work both independently and collaboratively with large teams Strong proficiency with Microsoft Office applications (especially word and excel) and Data visualisation tools (Power BI, Alteryx/Tableau) Efficient and accurate typing skills Excellent analytical and problem-solving skills Ability to work under tight deadlines and high volume Ability to contribute to an efficient, innovative, and team-oriented work environment Proven administrative and organizational skills Advanced MS Excel with macros knowledge will be added advantage.
