Manager - Global Immigration

Role purpose: As a member of the client service team, supervise and manage engagements and other related activities under the general direction of partners, directors, and/or senior managers, leading staff, consultants and assistant managers in providing outstanding client service.
1. Operations:

Quality:

• Display drive to deliver and generates commitment in others to maximise results.


• Accountable for managing business risk in own area.


• Manage financial and team(s) effectively to deliver business goals.


• Focus energy on commitments and objectives that matter most.


• Manage others' expectations and delivers on promises.


• Keep others updated on the status of tasks and projects.


• Demonstrate resilience under pressure.


• Take accountability for decisions and outcomes within scope of responsibilities.


• Take a thorough approach to analysing information and making decisions, knowing what commitments are being entered.


• Identify and involves key people in decision-making.


• Manage conflicting perspectives when making decisions.


Risk Management:

• 
  + Manage team activities to ensure compliance with KPMG risk management policies and procedures and manage engagement administration.
  + Ability to recognise, understand and propose solutions to address potential matters of risk for the client and/or the firm to be raised to the Senior Manager for joint resolution.
  + Good awareness of firm's risk management policies and ability to raise concerns to a more senior member of the team for resolution.
  
  Billing and Client Engagement Management:
  
• Ensure all time bookings are accurate and timely and achieve chargeable hours target.


• Be responsible for effective management of engagement financials, cash collection and review of significant invoices.


• Ensure timely invoice production.


Technology:

• 
  + Manage the teams' responsibilities in the KIM/ LinkGo tracking system.
  + Manage teams to ensure that timely technology created reports are created and distributed with clients as agreed.,
• Demonstrate a thorough understanding of immigration concepts and issues and pro-actively research current immigration developments and creatively apply immigration and HR knowledge to client situations.


• Understand basic and complex application processes.


• Review and approve complex immigration advisory work [based on input received from membership office].


• Supports the assistant manager in chasing outstanding invoices with O/D or GI clients. Acts as point of escalation for complex invoicing matters and debt collection.


• Communicate effectively to resolve complex cases of GI clients with membership office, clients and other agencies.


• Discuss customer satisfactory survey results with the senior manager and recommends/ implements action plan(s) for improvements if survey shows medium or poor client satisfaction.


• Leads the discussion of unsatisfactory case management(s) with membership office and GI client if necessary.


• Explain complex legislation and policies in simple clear language to GI clients.


• Liaise with the individual applicants and HR counterpart to provide complex technical advice and to give alternative options based on the input received from the membership office(s) involved


• Final review accuracy and completeness of immigration advisory work based on the input received from the membership office(s)


• Present QBR material to the client on an agreed schedule


• Final review of presentations for pursuits (RFPs or RFIs) and share with senior manager once satisfied that the material is of the highest professional standard.


• Lead client meetings (QBR, transition meeting, regular or ad-hoc) with senior manager ensuring opportunity is given to more junior staff too for the purpose of professional development.


• Review meeting notes and ensure follow-up on actions/ outcomes arising from the meeting is done by the assistant manager.


• Discuss immigration global trends and relevant geopolitical changes that is relevant for the client.



• Effective account/client management of scope, fee quote and explanations.


• Final review of materials and communications for senior members of the practice for KPMG/client representation to immigration authorities and government officials.


• Develop long-term relationships with relevant immigration teams globally.


4) Business Development:

• Identify business opportunities and manage client pursuits.


• Sharing industry insights, best practises and global offerings with clients.


• Manage accounts/industry sector planning as agreed.


• Stays informed of market activity for relevant accounts and industries.


5) Quality and values:


• Assign and manage tasks with other team members considering engagement needs and identified business outcomes and organise own work such that important items are completed first.


• Ensure timely responses from the team on day-to-day client liaison and provide and review appropriate responses to questions raised by client as necessary. Handle important client communication.


• Serve as a trusted business advisor for clients and KPMG to immigration authorities and government officials.


• Review documents prepared by other team members.


• Review and accurately interpret information from overseas offices in order to deliver practical and suitable conclusions and recommendations to clients.


• Work towards the optimal outcome for the relevant business stakeholders.


• Monitor client service standards, swiftly addressing delivery failures (such as missed SLAs) and implement resolution plan to ensure these are prevented.


• Focus efforts on most profitable clients and opportunities.


• Organise teams to ensure client work, global coordination profitability.


• Deliver change through effective implementation.


• Identifies and removes obstacles to achieving greater efficiency.


• Encourage others to contribute improvement ideas.


• Challenge assumptions and historic practice with evidence-based arguments.


• Demonstrate commitment to delivering exceptional client service by reviewing work products of more junior members of the team and ensuring own work outcomes are of high quality.


• Delegate tasks and manages assignments of self and others.


• Take accountability for addressing problems until they are solved.
  
  Communication: Very good level of written and verbal communication skills.


• Project Management: Excellent organisation skills with ability to plan, prioritize, meet deadlines and monitor budget.


• IT:

1. Strong IT skills, including very good MS Office (Word, Excel and Power Point).
2. Good understanding of KPMG's KIM, LinkGo software and other KPMG offered software solutions.

• Excellent level of attention to detail and accuracy.


• Client driven and commercially savvy.


• Very good presentation skills


• Other Skills, such as timesheet completion, discipline to complete projects/ tasks deliver for deadline and keep teams on track.