Assistant Manager (Shared Services)

Job 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 the APAC region.

In this role, you will manage the 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 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 stakeholder management, resource planning, critical thinking, and problem-solving abilities. You will be the Firm’s brand and deliver optimal outcomes while supporting 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 levels 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 APAC Immigration process flow from reviewing documentation to approval and communication to Clients.
• Able to draft immigration applications in accordance with the documentation received from Clients in respective regions' immigration portals and within agreed timelines.
• Maintain Clients' information in Fragomen’s database with high levels of data accuracy and confidentiality.
• Save and upload case-related documents and government decisions onto Fragomen’s database.
• Constant engagement with Senior Associates and Lawyers to ensure 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.
• Manage operational risk, including identification, assessment, mitigation, and reporting in accordance with the Operational Risk Management framework.
• Constantly review functions' operating procedures and ensure all details are sound in accordance with the agreed operating model and regulatory requirements.
• Provide guidance and support to team members as required and foster a collaborative and productive work environment.
• Encourage ways to improve service, add value, and reduce costs in line with business goals and support initiatives originating from the team.
  

Client Service

• Always deliver the highest level of Client services by seamlessly anticipating and responding to needs and functioning as a trusted business partner.
• Learn the technical and functional areas impacting Clients, striving to achieve expertise and apply best practices. Produce thorough and accurate work products with attention to detail.
• Demonstrate strategic thinking in developing solutions for Clients, being creative and innovative whenever possible.
• Proactively identify, resolve, and escalate problem situations to maximize Client experience and implement measures to improve quality and prevent reoccurrences.
  

Productivity, Accountability and Efficiency

• Deliver high-quality work products in a timely fashion, effectively managing time relative to individual, Firm, and Clients' needs.
• Ensure effective workflow management to meet agreed timelines and quality levels, checking and maintaining effective resource utilization at all times.
• Ensure all operational-related work is completed in accordance with established procedures and standards.
• Work well independently and complete assigned tasks within established timeframes without reminders or additional requests.
• Able to plan, organize, and resource a project and deliver results consistent with Firm standards.
• Demonstrate 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

• Generate clear, well-organized written work products 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.
• Ensure all communication from the group and senior leadership team is cascaded to the team accordingly.
  

Teamwork and Personal Leadership

• Effectively collaborate in a team setting and promote teamwork.
• Global and curious mindset with a willingness to share knowledge and talents across the team.
• Demonstrate self-awareness and emotional intelligence.
  

QUALIFICATIONS & EXPERIENCE

We are looking for a detail-oriented and organized experienced professional who is comfortable working with multiple stakeholders.

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

You will demonstrate the ability to build relationships across cultures and functions, and be adept at embracing change and progress.

• Minimum five years of experience in executing/processing Corporate Immigration-related activities and exposure to a shared services operational environment.
• Possess personable, interpersonal skills to communicate effectively at all levels in person, by phone, VC, and email; with the ability to defuse and resolve conflict where tact and diplomacy are required.
• Demonstrate the ability and flexibility to prioritize and balance competing demands and meet deadlines in a fast-paced, high-volume professional services environment.
• Proactively take responsibility for all delegated work and projects and follow through to completion.
• Demonstrate the highest accuracy and attention to detail in all work produced.
• Demonstrate advanced technology skills, including Microsoft Office, ticketing, and time tracking systems.
• Demonstrate the ability to work harmoniously with all stakeholders.
• Demonstrate commitment to excellence in the workplace.
• Role-model workplace behavior consistent with the Firm’s Mission, Core Values, and Strategic Objectives.