Director, Global Immigration

Role Overview

As a Director of Global Immigration, you will contribute to Sirva's success by strategically leading the Immigration operation. This role leads and delivers all elements of Global Immigration. This role sets a clear vision and performance environment for their teams to drive and deliver a superior customer service. This position must exemplify Sirva's core values and leadership behaviours at all times will continually strive pro-actively developing relationships and delivering a professional service ensuring our accordance with global immigration legislation and policies.

Responsibilities

• Holds a lead role in building and operationalizing the Immigration team in all areas of service
• Lead and contribute to the strategy of a global and consistent program as it relates to Sirva's Immigration services and product offering maximizing our value proposition
• Review and continue to create efficiencies by reviewing resource methods, location and technology to enable efficient service and cost metrics.
• To explore, evaluate and assess market information to enhance service and product offering to enhance our delivery as 'best in service' immigration support
• Oversee compliance in all operational and procedural immigration processes and keep abreast of
• To ensure global immigration teams work in accordance with the requirements of the Company Quality System and the SIRVA Code of Conduct.
• To manage the Immigration operational team
• Ensure the delivery of services the provision of, accurate, timely and relevant immigration law advice competently, diligently, fairly and in the lawful interests of SIRVA Relocation and its clients at all times.
• To manage day to day activities of Immigration team, including performance management, reviews, training and development and succession planning.
• To oversee the recruitment and development of team, coupled with distribution of workloads amongst staff.
• In conjunction with the Manager, review and maintain processes and procedures and implement new or improved processes with operational staff.
• To liaise with representatives from other interstate offices, sister company and affiliates as necessary.
• To provide timely reports on operational activity.
• To manage special projects ensuring appropriate resourcing.
• Through clear expectations, ensures all team members are consistently onboarded no matter the client they support
• Coaches, assesses and develops direct reports through an experience led mindset. Accountable for the successful completion of training of all direct reports and indirect reports required for the business transformation.
• Responsible for oversight of headcount management, regularly assessing full time equivalents to client volume across the client base.
• Coaches and develops customer experience team to ensure delivery of high value-add services and solutions to our customers and to achieve key operational and experience metrics.
• Ensures operating model is effectively and consistently communicated, deployed, and reinforced across customer-facing teams. Regularly evaluates the efficiency of the business procedures according to organizational objectives and applies improvements as necessary.
• Ensures standardization across clients where possible, eliminating manual processes.

Education/Experience

• Tertiary qualification accompanied by proven experience in the migration industry and where required hold relevant licenses; Bachelor of Laws/Arts desirable
• Minimum three (3) years' experience in global education, international services, immigration/visa processing.
• 5+ years of leadership experience in customer operations management

Cognitive Skills

• Strong operational acumen, with a focus on developing and executing on scalable customer success methodologies and processes that improve productivity and provide increased visibility into progress against key objectives.
• Must have strong business and financial acumen.
• Demonstrated ability to operate effectively in a range of business and cultural environments.
• Strong strategic vision for the customer experience, professional services, and client/customer support.
• Strong critical thinking and problem-solving skills that result in practical and effective solutions.
• Excellent organizational skills with the proven ability to prioritize and manage multiple projects in addition to day to day operational activities.
• Highly organized with strong attention to detail and a keen curiosity in operational reporting.

Technical Skills

• Strong digital fluency, intellectual curiosity and innovative problem-solving skills
• Strong analytical skills and demonstrated ability to use data to make decisions and influence stakeholders.
• Has a solid understanding of key performance metrics that predict customer experience.

Social & Emotional Skills

• Ability to enable cross-functional collaboration to increase impact and productivity and ensure flow of information within and between teams.
• Demonstrated ability to influence and drive consensus cross-functionally, across different levels

SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a "one-stop shop" can provide. We're a team that works globally to provide the best service locally - a company that is everything you need, everywhere you need it. For more information please visit.

SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!

At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

SIRVA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. SIRVA also prohibits harassment of applicants and employees based on any of these protected categories.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at and let us know the nature of your request and your contact information.

• Asia
• Australia
• Europe
• New Zealand
• Virtual