National Office Leader

**Position Summary**:
The Immigration Service Delivery National Office Leader will manage a team of immigration consultants for a National Office to deliver operational excellence resulting in client satisfaction, standardized and optimized processes, and continuous improvement. This position will oversee and manage a team of immigration consultants for a National office for CIBT’s Newland Chase business within the defined country and will be responsible for ensuring both service and operational excellence of teams to deliver best in class service to CIBT’s clients.

**Responsibilities**:
**Service Delivery Operational Management**
- Accountable for monitoring, managing, and meeting local service delivery key performance indicators related to volume, effectiveness, efficiency, and quality through local reporting as defined
- Actively leads and drives engagement of service delivery teams ensure successful execution of service delivery objectives and excellent customer experience
- Supports daily operating processes of service delivery teams such as case management, processing procedures, customer service escalations, maintaining delivery standards, managing case flow, resource allocation and access, and resolving operational risks and issues. Leads scheduling and workflow management to optimize service delivery.
- Serves as point of escalation for service delivery issues for delivery teams and customer. Manages client resolution through direct engagement with Managers, Directors and/or clients; responsive to escalations and provides best path forward to resolve and mitigate issue while instilling customer confidence; ensures follow up and closure. Works closely with Managers and Directors to mitigate future occurrences.
- Develops and maintains strong industry and country knowledge, staying current on changes to regulations. Develops expertise on CIBT’s business process, systems capabilities, policies and procedures to effectively manage a delivery team

**Supports Quality Management & Continuous Improvement of Service Delivery Model**
- Builds a culture of accountability and operational excellence by communicating best practices and standard operating procedures to local team; ensuring consistent systems, standards, and processes are followed. In partnership with regional service delivery leader, responsible for ensuring all service standards, commitments, targets, processes, products, and updates are clearly communicated, presented, trained, and executed within the local team
- Monitors client satisfaction metrics, performs root cause analysis and identifies trends, presents findings and proposes solutions; collaborates with regional service delivery leader and other national office leaders to develop consistent solutions and drives resolution of issues impacting service delivery performance in national offices
- Identifies continuous improvement opportunities to further evolve the service delivery model to include operational efficiencies and automation

**Facilitates Team Cohesion & Culture**
- Supports organizational development activities defined by HR and Leadership including employee training and performance management
- In partnership with the Regional Service Delivery Leader, supports efforts to attract, develop, retain engaged employees as requested
- Develops a collaborative and cohesive team culture that recognizes and rewards performance and teamwork and inspires career growth. Communicates clearly with team and keeps a pulse on employee engagement
- **Undertakes Complex Case Work as required.**

**Education and Experience**:

- Practising immigration solicitor; five years of providing immigration services to corporate clients in the local market.
- Deep knowledge of local immigration regulation with a proven ability to stay abreast of changing legislation, policy and procedures in local market.
- Strong customer understanding and demonstrated ability to structure service delivery processes to deliver extraordinary client experience.
- Commitment to achieving revenue growth performance through client acquisition, retention and development.
- Exceptional communication skills. Ability to articulate regulatory and legal information in easily understood terms. Confident in verbal communication skills.
- Experience in leading and inspiring teams, creating a cohesive and dedicated team that is committed to exceptional service delivery.
- Exceptional problem solving and analytical skills within a fast-paced environment with competing demands.
- Self-starter with desire to show ownership and commitment to role
- A leader who fosters an expectation of continuous improvement and business evolution among staff and team members
- Experience with corporate and private client immigration cases