Regional service delivery manager

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,700 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 25 countries. With thirty years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies. CIBT offers a comprehensive suite of services under two primary brands: CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients, and Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide. CIBTvisas is the premier global provider of travel visas and document procurement with an unparalleled global footprint and works closely with clients ranging from corporates to cruise lines and travel management companies to independent travellers. POSITION SUMMARY: Service Delivery – Ensures consistent service delivery within APAC region in accordance to global program. Serves as point of contact to key client stakeholders. Daily Management of Team – Works with local CIBT Management in the running of day-to-day processes and ensuring the team is providing a superior class service to our clients. The Service Delivery Manager has an active role in managing the distribution of work across the team, providing first level support to the onsite team in handling questions, guiding them on processes, and participating in training and development. Case Management – Concurrently handles case work along with managerial duties. Client Relations – Builds strong relationships with Apple employees to create loyal clients and opportunities for new business; serves as an ambassador of CIBT. Escalation Point of Contact – Manages escalations and works to resolve issues. Build Morale – Fosters a sense of pride and strong morale within the team. Reporting – Reports to Singapore Operations Manager and Director of Operations Key Accounts. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Listen actively to client needs to ensure they are met and anticipate needs, offering pro-active solutions. Communicates regularly with the client to build a warm relationship that focuses on business needs. Performs weekly audits as requested by client. Advises employees on visa requirements and processing times, using sound judgment in assessing client risk and escalating potential issues in a timely manner. Works with VIPs, Admins, and group travel resources offering expert consultation on outbound visa needs. Prepares filing for visa applicants, preparing documentation and responding to foreign government inquiries. Develops and maintains clear timeline deliverables for each case. Monitors application deadlines and completes assigned work within appropriate timeframes. Provides final quality review prior to submission to consulate. Monitors application deadlines and completes assigned work within appropriate timeframes. Strong knowledge of INON and Immigo as both systems must be monitored and WIP maintained. Assists with drafting and coordination of Business Cover Letters and Letters of Invitation regionally. Acts as key point person to CIBT and Newland Chase leaders for any questions pertaining to these documents. Maintains the key list of customer contacts that provide signatures. Acts as centralized contact for all CIBT and Newland Chase leaders that have staff supporting this customer for the region, including onsite staff and staff residing in local offices. Holds regular calls with CIBT and Newland Chase leaders on customer needs, business results, gap resolution, and maintains key objectives review. Works closely with Global Account Manager to support customers' business needs, including special reporting requests, support of group movements, and assist in monitoring overall business. Reports any concerns, issues, or business changes to Operations Leaders immediately in local regions and partners to find immediate solutions. Provides review and analysis of visa trends, status updates, and reports as requested by client. Works very closely with Travel Mobility team who will be customer main contacts globally. Provides training assistance and guidance to new team members. Ensures consultants comply with the Foreign Corrupt Practices Act and CIBT’s Consulate Compliance Policy. Other duties as assigned by management. EDUCATION/EXPERIENCE: Bachelor's degree from a four-year college or university. Three to five years of paralegal experience and/or three to five years of VISA/Passport training or three years of global immigration experience. Or equivalent combination of education and experience. To perform this job successfully, an individual should have knowledge of Microsoft Word, Excel, Power Point, Outlook, Adobe, remote meeting software, and be comfortable working in databases. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. We are an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information, or any other category protected by applicable federal, state, or local laws. #J-18808-Ljbffr