Job Description
Senior Immigration Programme Analyst
Full-time, permanent
Sheffield, UK
About the team:
The Immigration Programme Management team 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. The team is characterised by a shared commitment to excellence, innovation, and a holistic approach to immigration program design and consultancy.
We thrive in a collaborative environment, leveraging each other's strengths to achieve impactful outcomes for our clients and our organisation.
About the role:
The Senior Analyst is responsible for supervising a small growing team of Analysts with the support of the Immigration Programme Consultant; managing the workflow and data quality and acting as the main point of contact for internal management and senior stakeholders across the EMEA region. This role also comes with a portfolio of smaller clients where they will act as the single point of contact and in turn gain experience in a client facing environment.
Other key responsibilities will include:
- Review and approve data quality of Analyst’s work
- Motivate growing team of analysts in the Immigration Programme support team to ensure high levels of productivity and client service delivery
- Transferring skills to the team of Analysts to ensure they achieve set objectives and progress their career
- Keeping the wider EMEA team updated on changes within the team and maintaining documents, newsletters and the flow of operations
- Manage projects associated with the Accelerator such as inductions of new clients into the programme
Following the successful launch of a similar program in the U.S., the EMEA IPM team is now piloting a program that centrally manages some of our team’s smaller clients, known as the Accelerator, where we would hope to be able to accelerate growth through good service.
- Taking a key role in working directly with accelerator clients and Fragomen case teams to resolve more complex queries that include:
- Billing and accounts receivable issues
- Incomplete initiations
- Protocol inquiries
- Escalation support in conjunction with more senior IPM team members
- Work eligibility assessments
- Out of scope fee approvals
- MSA inquiries in conjunction with more senior IPM team members
- Single and multijurisdictional inquiries
- Provision of gratis Global Knowledge material
- Connect Access and trouble shooting
- Using ServiceNow ticketing system to manage workload and report to more senior team members on client activity
- Supporting the allocation of tickets to other team members as required
- Review and monitor workload of the Analysts
About you:
- Ability to work flexibly and accurately in a fast-paced environment
- Uses communication skills to achieve objective
- Being confident in verbal communication
- Demonstrate exceptional planning and time management skills with an ability to multi-task.
- Be proactive and able to act under instruction with limited supervision
- Be able to plan workload, meet deadlines and priorities
- Ensures work completed is accurate, to a high quality and follows standard layouts
- Completes tasks within agreed timeframes and in line with expectations
- Implement effective processes to manage workflow and meet deadlines
- Demonstrates proficiency in word processing, Internet and email systems
Fragomen in Sheffield:
Our Sheffield office is based in the city centre with the added bonus of free on-site parking, as well as several public transport links close by. The office has approximately 400 people working collaboratively and creating a dynamic, positive environment with over 20 different languages being spoken. You can expect a great working environment and regular events such as Summer and Christmas parties, social and cultural events.
The Firm operates a hybrid working model, which incorporates a blend of in-person attendance as well as working from home – our aim being to fully leverage our remote working technology and provide a balance for our people in the way that they work.
Whether in the office or working remotely, we are proud of our team spirit and we like to reflect this in the way that we work and everything we do. Our Responsible Business Practices (“RBP”) prioritises Fragomen’s social responsibility through one cross-cutting theme and five focus areas of Wellbeing, Diversity, Equity and Inclusion, CSR including Pro Bono, Social and Sustainability. The RBP initiatives offer great opportunities for everyone at Fragomen to get involved and help steer a variety of initiatives and activities.
Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.
