PAS Global Immigration - Senior Manager

Job Title: Senior Manager – Immigration Operations, Quality Framework, Project Management, and Training

About the Role: We are seeking an experienced and dynamic Senior Manager to lead our operations, quality framework, project management, and training initiatives within the Global Immigration Operations team. This role is pivotal in shaping the future of our workforce by designing and executing robust operational strategies, ensuring compliance, training fresh talent, ensuring quality across all operational outputs, and driving efficiency initiatives

Key Responsibilities:

Operations Management:

• Take responsibility for the seamless end-to-end client experience across all services provided by the GDS and the country Immigration practice
• Oversee, coordinate, and manage participating countries across the EY network to ensure all Immigration services per the contracted SoW are delivered and that agreed KPIs/SLAs are met in an efficient and cost-effective manner
• Have oversight and control on Immigration case management, dashboard and client reporting, and KPI/SLA management across delivery teams
• Ensure mailboxes are monitored, client questions and queries are answered in a timely manner, and correct and accurate invoices are issued in accordance with EY’s standard terms
• Engage with key stakeholders such as the Engagement Partner, Onshore Account Lead, EY network country leads, GDS Process Leads, and client immigration corporate program owners
• Foster strong relationships with client contacts and broader stakeholders
• Work closely with teams to proactively identify and resolve issues, including the management of escalations as part of ongoing service delivery
• Independently create value for clients by leveraging excellent project and change management skills
• Draw from past client experiences to deliver superior outcomes

Quality Framework Experience:

• Establish a strong quality framework to ensure operational processes are executed with accuracy, compliance, and consistency.
• Conduct quality audits, reviews, and provide actionable feedback to operations teams.
• Monitor key quality metrics and drive initiatives to continually enhance service delivery and client satisfaction.
• Manage and enhance EY’s risk management protocols and engagement requirements, diligently safeguarding the Firm’s data protection and adhering to all related Quality and Risk Management (QRM) requirements

Project Management Experience:

• Develop and manage comprehensive project and transition plans, encompassing roadmaps, work plans, budgets, timeframes, and clearly defined responsibilities and accountabilities
• Lead the smooth delivery of project outcomes through status tracking, issues & risk tracking, change control monitoring, and reporting to project stakeholders
• Monitor and analyze engagement financials
• Conduct detailed budget to actual variance reporting to inform strategic decision-making
• Lead all special initiatives

Training & Development

• Design, implement, and manage structured training programs for new hires and experienced employees within the GI Americas Operations function.
• Develop comprehensive onboarding, technical, and soft skills training modules tailored for immigration operations roles.
• Create assessment frameworks to measure learning effectiveness and operational readiness of the trainees.
• Support immigration operations leaders in deploying trained resources into live roles efficiently and effectively.
• Partner with Talent Acquisition and Workforce Management teams to forecast and plan hiring and training needs.

Skills and Attributes for Success:

• Exhibits exceptional transformative leadership skills to motivate and guide teams
• Communicates effectively with stakeholders at all levels
• Analyzes complex situations, identifies critical issues, and makes informed, timely decisions
• Possesses exceptional analytical skills with a keen attention to detail
• Maintains resilience under client and leadership pressure
• Employs team-building skills to create a culture of continuous learning and innovation
• Fosters strong internal and external relationships
• Cultivates robust and long-lasting client relationships

Key Qualifications:

• Bachelor’s degree required; Master's degree preferred (HR, Business Administration, Operations Management, or related fields).
• 12–15 years of total experience with experience in Learning & Development, Training, Quality Assurance, or Operational Leadership roles.
• Prior experience in immigration services, mobility, legal operations, or related industries is preferred.
• Proven track record in building and scaling training and quality programs.
• Experience managing teams and leading cross-functional projects.
• Strong understanding of project management principles.
• Expertise in building competency frameworks, conducting assessments, and deploying learning technologies is a plus.

What We Offer:

• Continuous learning: Develop the mindset and skills to navigate whatever comes next
• Success as defined by you: Provide the tools and flexibility to make a meaningful impact, your way
• Transformative leadership: Gain the insights, coaching, and confidence to be the leader the world needs
• Diverse and inclusive culture: Be embraced for who you are and empowered to use your voice to help others find theirs