Immigration Manager

**Immigration Manager (Position Purpose)**

Immigration Managers within our client are responsible for the overall management of client relationships, as well as building the profile and reputation of the company within relevant markets. Immigration Managers are also responsible for ensuring that all work undertaken within client service teams is completed within agreed service standards and to the professional standards expected of the firm. Immigration Managers hold responsibility for the overall supervision of staff working within their teams. Finally, Immigration Managers are required to work with the Operation Manager and Practice Leader to identify new work opportunities for the firm and implement appropriate actions to acquire new work for the practice.

**Key Result Area**

**Performance Objectives**

**Demonstrated Specialist Knowledge and Thought Leadership**
- Ensures that advice to clients is accurate and timely
- Possesses a wider understanding of the context within which immigration law and policy operate and is able to impart relevant knowledge on the Consultants assigned to their team and other members of staff (as required)
- Identifies relevant issues for each matter (legal and procedural)
- Demonstrates ability to research complex technical issues and formulate solutions, including completion of appropriate documentation
- Appropriate regard to firm protocols
- Informs Operation Manager of issues of concern with clients and where appropriate escalates issues to the Practice Leader
- Accepts responsibility for their work output and that of the team and office in general
- Learns from both positive and negative experiences and adapts behaviour accordingly
- Contributes and leads their team to enable completion and management of work

**Superior Client Service**
- Manages overall client relationship and manages their expectations effectively
- Has carriage and contributes to client meetings and ensures that the team also develops these skills
- Initiates practices to further strengthen existing client relationships and develop relationships with new clients. These may include client meetings, briefings, workshops, Q&A sessions, etc.
- Develops outstanding working relationships with client contacts and gains their confidence through displaying professionalism and efficiency in all communications

Responsible for the review / improvement of methods / procedures of managing day-to-day client relationship from a proactive, strategic and collaborative viewpoint

**Effective Team Management & People Development**
- Manages relationships with Practice Leader, Partners, and other relevant bodies
- Manages the effective allocation of work within teams
- Delegates tasks to team members - provides clear instructions and questions them to check their understanding and monitors their output - reviews output of team members
- Is a reference point on more complex technical issues for the team members - assists with their questions and provides guidance.
- Ensures that the team is appropriately staffed and liaises with the Operation Manager and/or Practice Leader on workloads within the team
- Follows internal and global service level agreements and ensures that team also adheres to those; notifies Practice Leader of areas of concerns or issues
- Identifies training and development needs within the team and implements development plans for each team member and liaises with Operation Manager in this regard
- Addresses the team members and the rest of the office staff cordially and with due respect.
- Provides team members with direction in order to develop their skills and standards of performance
- Leads and manages to promote a positive, efficient and effective culture
- Communicates issues of development and performance related issues to the Operation Manager and Practice Leader and implements plans to address any areas of concern
- Actively contributes to the management team
- When work is allocated, clarifies issues that are unclear and asks for the necessary information to complete tasks
- Ensures matters are completed within agreed time-frames / service standards
- Ensures work completed is technically accurate / written communication follow standard layouts, and advice is clear, concise and error free
- Plans workload and sets realistic deadlines and priorities for own work and that of the team, taking into account delivery expectations from client
- Follows firm procedures with respect to file maintenance, record keeping and ensures that their teams use GVS according to standards.
- Works with Senior Immigration Consultants and other Immigration managers on Training Material on Immigration matters and GVS and on Standard communication templates

**_Strategic Business Development_**
- Responsible for assisting in the formulation of business plans for the office in conjunction with the Operation Manager and Practice Leader
- Works with the Practice Leader to target new work opportunities and implement