Coordinator - Operations

2 weeks ago

Johannesburg, Gauteng, South Africa Fragomen Full time
Job Description

Coordinator - Operations

This position is responsible for the administrational tasks of the MEA case teams. This position provides comprehensive administrative support and assistance to the MEA case teams.

This role has a direct impact on the performance of the staff they support and helps to ensure the smooth and efficient administration of the teams.

The main duties include, but are not limited to, managing their own work, day-to-day liaison with billing, operations, finance and consultants, and provision of support.


About us:
Fragomen is the world's leading exclusive provider of immigration services. With more than 50 offices worldwide, we provide immigration services in more than 170 countries.

For over 60 years, we have provided strategic immigration advice to a diverse range of clients from individuals to the world's leading multinational corporations.

With over 5,500 employees in more than 50 offices, you will be joining a truly global firm where providing exceptional client service is at the core of what we do.


Fragomen's professionals are respected thought leaders in the immigration field providing expertise to governments across the world including the US Congress, the UK Parliament, the European Union and the United Nations.


A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same.

You will face interesting challenges and you will work with dedicated, friendly and ambitious people. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger.

Key Responsibilities:

Technical Skills and Knowledge:

  • Create case initiations into the firm's internal Case Management System as per client protocol
  • Review case initiations as per client protocol
  • As needed, update cases and carry out quality control on cases before sending for billing by ensuring PINS, POs and necessary benchmarks are correctly completed; including new billing contacts
  • Review billing report
  • Assist in the preparation and scheduling of reports;
  • Assist with completing spreadsheets and other requirements for projects (e.g. Wipper, WSK etc);
  • Assist case workers with sorting, correctly naming documents and uploading documents especially where cases are initiated on a large scale
  • Creating PIN's onto the firm's internal Case Management System
  • Uploading Corporate documentation to the firm's internal Case Management System
  • General Administration for the smooth functioning of the organization
  • Updating of case team configurations
  • Auditing of cases and following up on open audit case queries
  • Creating and updating of cheat sheets
  • New Client Setups
  • MS Office Skills
  • Effective Interpersonal Skills
  • Excellent Written and Verbal Communication Skills
  • Keen Analytical Skills and Attention to Detail
  • Process and System knowledge
  • Knowledge on Immigration
  • Ability to detect nonconformity and highlight to management
  • Time management


Excellence in Client Service- Contacts internal clients in a timely and professional manner to provide or obtain information, recognising the need to adapt approach to target audience.- Manages relationships with internal client and other relevant bodies within agreed time-scales without being prompted.- Develops strong working relationships with internal client contacts and gains their confidence through displaying professionalism and efficiency in all communications.- Assists in the review/improvement of methods/procedures of managing day to day internal client relationship.- Generates clear, well-organized written work-product internally and externallyEffective Assignment Management- Able to act under instructions with appropriate supervision.- When work is allocated, clarifies with senior staff issues that are unclear and asks for the necessary information to complete tasks.- Keeps senior staff aware of the progress of matters to manage expectations, and informs of conflicting priorities/requesting assistance as problems arise / informing senior staff of current capacity.- Completes task within agreed time-frames / service standards.- Ensures work completed is technically accurate / written communications follow standard layouts, and advice is clear and concise.- Plans workload and sets realistic deadlines and priorities for own work, taking into account delivery expectations from client.- Follows firm procedures with respect to file maintenance, record keeping and use of Fragomen Connect.

- Demonstrates ability to research issues and formulate solutions, including completion of appropriate documentation

Team Work- Liaises with the Manager on workloads within the team and suggest improvements/ solutions- Communicates performance related issues to the team Manager and provides appropriate support to team member to facilitate performance improvements- Accepts responsibility

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