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Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion and disability.
Job Description
We have a fantastic opportunity for a Senior Client Services Consultant to join our team. This is a permanent role that will be based in our Dubai Internet City office.
About us:
Fragomen is the world’s leading single-focus provider of immigration guidance and support, backed by the best resources in the immigration services industry. The firm has more than 50 offices and over 4,000 employees located in key commercial centers throughout the Americas, EMEA and Asia Pacific. Fragomen offers immigration support in more than 170 countries.
The firm is structured to support all aspects of immigration, including strategic planning, compliance, government relations, reporting, and case management and processing. We represent a broad client base ranging from individuals and emerging businesses to many of the world’s leading multinational corporations.
About the team:
The Client Services department looks after client accounts on both a regional and global scale, acting as a single point-of-contact between the client and the practice teams. The team has overall responsibility for building and maintaining successful client relationships, as well as ensuring compliance with client SLAs and quality of services.
About the role:
This position is responsible for providing high level of client services management and client relationships across the Middle East region. You will facilitate communications between client and practice teams by acting as the single point-of-contact for both, ensuring the flow of relevant and appropriate communications from countries to CSMs and vice versa, ensuring timely and effective solutions, whilst instilling unwavering client focus.
Other key responsibilities include:
- Act as a “watchdog” on client accounts to ensure compliance with SLAs and quality of services on a regional or global level
- Actively identify and pursue initiatives that drive client satisfaction, continuing to keep us best in class by delivering a world class service.
- Advise client on strategic issues related to service delivery or immigration compliance
- Identify operational weaknesses or areas for improvement within Fragomen and address with appropriate practice manager or partner
- Provide on-going client training to the case teams as appropriate
- Play active role in commercial success of account through identifying issues with billing, helping to resolve potential issues, and where acting as bill approver, acting in a timely and accurate way to approve bills, aid cash collection efforts, and assist those raising bills with improving accuracy and timelines
- Increase visibility to Managers and Senior Managers of Client Services team of successful actions taken and performed for client as well as any failures and how those were addressed
- Where possible, find and develop additional business opportunities with the client, within any region.
- Play an active and central role in the implementation of projects and phased roll-outs
- Provide support as required to the Partner(s) and marketing in respect of winning new clients to the firm. This could be through the RFP process, Orals or any other kind of formal process
- Coach employees on service, implementation, and operational requirements to maintain superior service levels and employee proficiency levels
- Responsible for driving consistency in servicing through supporting global leads, whilst ensuring that local adaptability is achieved where necessary
- Understand client business and operations and ensure that the firm is delivering solutions in line with scope and contracted arrangements, exceeding quality metrics.
- Develop and maintain enduring and strong working relationships with client contacts across a spectrum of functions (e.g. HR / Mobility / Business / Procurement)
- Advise clients on strategic issues relating to service delivery and immigration compliance
About you:
To be considered for this role, you will need to have extensive experience in corporate immigration law or in-house global mobility or immigration.
The preferred candidate will also have experience in working across more than one jurisdiction, in handling of complaints, and work on account management activities such as reporting, project work and/or billing and collections issues.
Also required:
. Develops outstanding working relationships with client contacts and gains their confidence through displaying professionalism and efficiency in all communications
- Ensures that advice to clients is accurate and timely
- Assists in the review/improvement of methods/procedures of managing day to day team and office processes
- Generates clear, well-organized written work-product internally and externally
- Plays a key role within the team to promote an efficient and effective team culture
- Highly organised, able to work within a team and under limited supervision
- A team player, who takes ownership and drives for results, growing the business and sustaining intensity and optimism while focusing on the client
- Ability to prepare and deliver clear, effective, and professional presentations
- Delivers written communication that is well organized and concise, and in vocabulary appropriate for audience
- Capable of managing a high number of tasks simultaneously, and setting priorities accordingly
- Ability to travel to client sites across the Middle East will also be required
- Bachelor’s degree or equivalent experience
Fragomen in the Middle East:
Within the Middle East region we have offices in Dubai, Abu Dhabi, Doha & Riyadh, with an overall headcount of 160 employees. Across all the offices, there is a positive and collaborative working environment, with our immigration professionals partnering with our clients to help them manage their regional or global immigration programs. Based in Dubai, you will work closely with the Managing Partner for MEA, who is also located there.
The Firm has recently transitioned to a hybrid working model, which incorporates a blend of in-person attendance as well as working from home.
Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion and disability.
