Website Fragomen
Job Description
Managers within Fragomen are responsible for the day-to-day client management of client relationships, growing the client base, leading a team of engaged and motivated employees.
Managers are also responsible for identifying solutions for clients, internal stakeholders, and leading large projects.
They drive process efficiency, streamline team’s operations, and ensure business continuity.
Finally, managers are required to identify new business opportunities for the firm and undertake appropriate actions to acquire new work for the practice with the support of the Senior Leadership.
Key responsibilities will include:
Client Service
Manages day to day client relationship involving the supporting Partner:
-
Responsible for the review / improvement of methods / procedures of managing day-to-day client relationship.
-
Recognised internally as a technical expert.
-
Understands the key stakeholders needed in client accounts and establishes relationships with partners, other Managers / CSMs and other relevant stakeholders across their accounts and within the practice.
-
Identifies strategic opportunities for clients and discusses with senior stakeholders.
-
Initiates practises to further strengthen existing client relationships or develop relationships with new clients. These may include client meetings, briefings, workshops, Q&A sessions, etc.
-
Understands each client’s business, objectives and needs and relays the same to team members.
-
Identifies client protocols and service improvements and creates new protocols as appropriate.
-
Awareness of competitor information as relevant to client base and Fragomen’s own service offerings.
-
Able to think ‘outside the box’ and develop creative and commercial solutions for clients.
Productivity, Accountability and Efficiency
-
Accountable for the performance and quality of the inbound corporate immigration team.
-
Accepts responsibility for their work output and that of their team.
-
Identifies opportunities to cross sell and upsell to current clients
-
Maintains approximately 50% case load, particularly VIP matters and complex cases.
-
Monitors and achieves monthly billing and collection targets, alerts Partners immediately if targets can not be reached and presents an action plan.
-
Understands the importance of utilising technology within the team. Identifies gaps in knowledge on the team and suggests training and/or process improvements to fill those gaps.
-
Maintains good use of our tools including Connect and Wipper and keeping cases up to date in real time using these tools. Is also a role model for junior members of the team and can advise and instruct junior members of the team in correct usage of the tools.
-
Identifies relevant issues for each matter (legal and procedural) and ensures advice to clients is accurate and timely.
-
Demonstrates ability to research complex technical issues and formulate solutions, including completion of appropriate documentation.
-
Aware of the financial big-picture and how individual and team performance impacts the Firm’s profitability.
Communication
-
Actively assist with and participate in internal and external conferences, seminars and client networking events.
-
Effectively alters communication style to suit the audience.
-
Establishes strong inter office cross functional relationships.
-
Participates in external and internal meetings to extract valuable information and to contribute appropriately.
-
Delivers information effectively in a variety of written formats including reports, letters, memos, email, etc.
-
Active listener who listens to understand and who creates a safe environment for a focused conversation with team members.
-
Provides performance feedback in a balanced, constructive and tactful manner.
Teamwork and Personal Leadership
-
Understands leadership vision and guides the teams actions and behaviours to achieve the vision.
-
Leads team to promote an efficient and effective culture.
-
Actively contributes to the wider EMEA management teams.
-
Demonstrates an understanding of the firm’s global presence and is able to answer and direct queries in relation to the firm’s multi-jurisdictional offerings.
-
Demonstrates care for their team and is able to put themselves in the shoes of others/demonstrate empathy. Celebrates the achievements of their team members using RISE or other formats.
-
Delegates, oversees or organises team meetings, trainings and events, as appropriate.
-
Plans workload and sets realistic deadlines and priorities for own work and that of their team, taking into account delivery expectations from client.
-
Develop a holistic understanding of a client’s regional / global immigration programme.
-
Ability to manage own emotions, particularly in stressful situations, and project a calm approach and positive outlook.
-
Understands when to engage with HR for advice and guidance and work collegiately to achieve solutions.
Managerial Competency
-
Keeps an open mind and works to adapt leadership style as needed.
-
Creates an environment where team members can be themselves and feel safe to voice their opinions.
-
Embodies and embraces Fragomen’s core values.
-
Provides team members with regular feedback and direction to develop their skills and standards of performance.
-
Acts as a role model for the team in delivering the highest level of client service at all times (see client service competency).
-
Seeks to be proactive and continuously improve practices and processes. When an unanticipated issue does occur, able to take a step back to define and analyse the issue and consider at the bigger picture before developing a solution.
-
Liaise appropriately and proactively with other corporate leads and their teams including but not limited to, Marketing, Finance, HR and OGC and have some awareness of teams in other offices who can assist with queries.
-
Demonstrates strong business acumen, understanding of financial metrics, and supports the Partner to manage the team to meet those metrics.
About you:
Ideally you will have previous experience in an Immigration or client-facing role. Oral and written fluency in English is required. Good/advanced Arabic skills would be beneficial.
Also required:
-
Bachelor’s degree
-
5+ years’ experience in Immigration, project management role in a related field
-
Strong written and oral communication skills and able to convey complex immigration concepts with clarity
-
Experience working with Microsoft O365 products, including SharePoint and other proprietary systems
-
Demonstrated experience working in a client-facing role
-
Experience managing people in high-pressure situations
-
Must have strong organization skills to efficiently manage priorities and quickly respond to urgent requests
-
Demonstrated experience working in a fast-paced and multi-cultural setting (working knowledge of Arabic is advantageous)
-
Strong analytical, critical thinking, and problem-solving skills to identify, characterize, and solve complex process issues
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 programmes. 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 – our aim being to leverage our remote working technology fully and to provide a balance for our people in the way that they work.
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.
To apply for this job please visit fragomen.wd1.myworkdayjobs.com.