KSA Immigration Operations Lead - Riyadh (KSA nationals only)

Job Summary:

To provide operational direction and support to the team in delivering Immigration services to the firm with critical focus on quality, process improvement and automation, constantly monitoring processes to ensure quality standards are being achieved and client expectations are met.

The remit of this role include establishing best practices, and implementing processes that drive efficiency, team engagement and create a consistent client experience. Thereby identifying and leading opportunities to streamline and improve workflows, process efficiencies, and quality.

Essential Functions of the Job:

Process Mapping and Improvement

• Lead the implementation of existing operational processes and develop new ones as required.
• Oversee the team’s reporting, data accuracy and delivery.
• Manage the successful delivery of immigration projects in KSA.
• Ensure immigration processes, policies and procedure are well documented to facilitate team continuity and knowledge transfer.
• Build and support project plans and data models to drive strategic planning and forecasting.
• Provide consultative support on change management processes with ancillary reporting where required.
• Shape and deliver projects to meet and exceed the expectations of our clients.
• Support key stakeholders in resolving complex and sensitive cases by providing proactive immigration solutions in consultation with the relevant teams.
• Manage review of workstream performance metrics (SLAs, escalations), reporting, data integrity and quality audits.
• Proactively look for areas of development across the immigration team, providing on-going training and conducting periodical process reviews.
• Manage immigration audits of all legal requirements and local practices, including implementation of process improvements to meet necessary standards.
• Support EY’s Nationalization and D&I initiatives.
• Continually work to improve processes and productivity using technology to drive efficiency.
• Management of the Immigration System; identifying areas of improvement, reviewing and resolving any escalations with development team.

Compliance and Risk Management

• Develop and implement consistent immigration policies in KSA.
• Ensure teams adherence to compliance and risk management policies and procedures.
• Carry out regular risk assessments for new projects assigned and highlight any risks to the management prior to deployment
• Ensure the respective local teams manage the renewal of the firms of legal documentation such as Trade Licenses for all entities in the regions.
• Ensure the risk of file blocks and fines are minimized by monitoring and escalating any compliance issued to the MENA immigration lead.

Team Management

• Managing and resolving escalations
• Deal with queries, delegate work to the appropriate team members and monitor workflow to ensure timely responses and adherence to agreed KPIs
• Create team structure, define roles and help team members understand their job descriptions.
• Manage and help resolve complex situations and sensitive immigration issues.
• Manage, coach and develop immigration team to facilitate a cohesive and high performing team.
• Motivate the team to continually improve processes and service delivery in an environment of constant immigration and security changes.

Stakeholder Management 

• Keep up to date with the latest changes in the world of Immigration and Labour and ensure prompt updates are provided to the management as well as the team. 
• Manage relationships with all vendors that support the immigrations process in MENA
• Ensure that all stakeholders are kept aware of any Immigration challenges and changes to processes and procedures
• Work very closely with the client facing team to ensure that best practice is shared and both teams keep abreast of all the latest changes and developments and supporting business development initiatives, where appropriate
• Escalate any high-risk situations and ensure that key stakeholders have adequate information to make the right decisions.
• Build and maintain relationships with key stakeholder by providing consistently high levels of client service.

Knowledge and Skill Requirements :

• Excellent written, verbal, and presentation skills, including strong command of English
• Knowledge of labour and immigration processes and laws in the MENA region
• Strategic thinking and analytical skills
• Strong planning and organizational skills; ability to manage multiple priorities simultaneously
• Advanced MS Office skills
• Strong team and process management skills
• Strength of character to force compliance and protect the firm’s interests and minimize risk

Job Requirements:

Education:

• A bachelor's or post-graduate degree in Human Resource Management or related field.

Experience:

• Previous experience working with and managing teams virtually in a global profession services firm.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Proven sound judgment and flexibility in balancing multiple project requirements, tight deadlines, and keeping team members and projects moving on schedule.
• Experience of managing multi-cultural teams.