Assistant Manager (APAC Operations)

ROLE DESCRIPTION

This role is critical to drive the Firm’s strategic imperative of Operational Excellence in establishing a Shared Services Operation in Malaysia. The APAC Operations team has a pivotal role to drive operational efficiency, consistency, standardisation and enhance service excellence across APAC region.

In this role, you will manage operational excellence framework to ensure the efficient delivery of the Firm’s goals and Client service. You are a dynamic individual who can manage all stages of achieving operational excellence including change and risk management. You will be required to explore technology solutions and harness those capabilities within the Firm and seek opportunities to further leverage technological enhancements.

You will quickly learn the end-to end operational flow quickly and develop an in-depth understanding of all available platforms within the Firm and seek opportunities to further enhance the operating efficiency. You will be adept at building strong engagements with key stakeholders, ensuring that all parties are consulted and engaged to ensure alignment.

To be successful in this role, you will have a combination of sophisticated skill in operational planning, people management, quality and control risk management, data forecasting, internal & external stake holder management, resource planning, critical thinking, and problem-solving abilities. You will be the Firm’s brand and delivering optimal outcomes and support best in class delivery across Fragomen Shared Services APAC Operation.

Overview Of Department / Function

Fragomen Shared Services Operations Malaysia provides end-to-end Corporate Immigration services to Clients globally. The role within the APAC Shared Services team in Malaysia provides a range of exceptional level of business support and end to end processing of Immigration services to a wide range of Clients in achieving their global mobility needs.

Key Responsibilities

Operation

• Well versed with the end-to-end of the APAC Immigration process flow from reviewing documentation right up to approval and communication to Clients.
• Able to draft immigration application in accordance to the documentations received from Client in respective regions immigration portal and accordance to the agreed timeliness.
• Maintain Clients information in Fragomen’s databased with high level of data accuracy and confidentiality.
• Save and upload case related documents and government’s decision onto Fragomen’s database.
• Constant engagement with the Senior Associates and Lawyers in ensuring Client’s immigration needs are managed with utmost importance.
• Technically savvy on the end-to-end operational workflow and act as the subject matter expert of the function / department.
• Managing operational risk, including its identification, assessment, mitigation and reporting in accordance to the Operational Risk Management framework by ensuring potential impact to the business.
• Constantly review functions operating procedures and ensure all details are sound in accordance to the agreed operating model and regulatory requirements.
• Provide guidance and support to the team members as and when required and foster a collaborative and productive work environment.
• Encourage ways for improving service / adding value / reducing costs in line with business goals and support initiatives originating from the team.

Client Service

• Always delivers the highest level of Client services by seamlessly anticipating and responding to needs and functioning as a trusted business partner. Versatile and agile.
• Learned in the technical and functional areas impacting Clients and striving to achieve expertise and apply best practices. Produces a thorough and accurate work product with attention to detail.
• Demonstrates strategic thinking in developing solutions for Clients, being creative and innovating whenever and wherever possible.
• Problem situations and proactively identified, resolved and escalated to give maximum Client’s experience and appropriate measures are taken to improve quality and prevent reoccurrences.

Productivity, Accountability and Efficiency

• Delivers high quality work product in a timely fashion. Can effectively manage time relative to individual, Firm and Client’s needs.
• Ensure effective workflow management in order to meet agreed timeliness and quality levels, checking and maintaining effective resource utilisation at all times.
• Ensure all operational related work are completed in accordance with the established procedures and standards.
• Work well independently and complete assigned tasks in the established timeframe, complete regular assignments without reminders or additional requests.
• Able to plan, organize and resource a project and deliver results consistent with Firm standards.
• Demonstrates initiative in assuming responsibilities and ensuring efficient utilization of skills and time.
• Aware of the financial big-picture and how individual and team performance impacts the Firm’s profitability.

Communication

• Generates clear, well-organized written work-product internally and externally.
• Able to effectively express oneself verbally in an articulate and polished manner.
• Strong listening and communication skills to influence and achieve objectives.
• To ensure all communication from the group and senior leadership team are cascaded to the team accordingly.

Teamwork and Personal Leadership

• Effectively collaborates in a team setting and promotes teamwork. Dependable, Open and Connected.
• Global and curious mindset. Possesses willingness to share knowledge and talents across the team and act as the ambassador for the Firm.
• Demonstrates self-awareness and emotional intelligence.

Qualifications & Experience

We are looking for a detailed oriented and organised experienced professional who is comfortable working with multiple stakeholders.

You will also have a very strong understanding of the Firm’s technology systems, immigrations proceses and concepts, and the ability to learn new processes to enable expansion and growth of the operations functuion.

You will demnstate the e ability to build reqltiosnss across cultures and fuynctions, and be adept to embracing change and progress.

• Has minimum five year’s experience in executing / processing Corporate Immigration related activities and exposure in shared services operational environment.
• Possesses personable, interpersonal skills to communicate effectively at all levels in person, by phone, VC and by email; with the ability to defuse and resolve conflict where tact and diplomacy are required
• Demonstrates the ability and flexibility to prioritize and balance competing demands and meet deadlines in a fast-paced, high volume professional services environment
• Proactively takes responsibility for all delegated work and projects and follows through to completion
• Demonstrates highest accuracy and attention to detail in all work produced
• Demonstrates advanced technology skills, including Microsoft office, ticketing and time tracking systems
• Demonstrates ability to work harmoniously with all stakeholders
• Demonstrates commitment to excellence in the workplace
• Role-models workplace behaviour that is consistent with the firm’s Mission, Core Values and Strategic Objectives.