Job Description
ROLE DESCRIPTION
This role is critical to supporting the implementation and execution of Fragomen’s WorkRight employment verification technology and services. The Operations Coordinator will play a pivotal role in delivering high-quality, efficient, and compliant right-to-work verification services to clients. As part of the WorkRight Shared Services team, you will ensure seamless operational processes, provide support on client engagements, and support continuous service enhancements aligned with the Firm’s strategic imperative of operational excellence.
In this role, you will develop a deep understanding of WorkRight’s verification process, assess right-to-work compliance, escalate concerns, and contribute to technological and procedural improvements. You will work closely with internal stakeholders, and technology teams to enhance operational efficiency while ensuring compliance with government regulations and business needs.
Meticulous attention to detail is critical in this role to ensure accuracy, prevent compliance risks, and maintain Fragomen’s high standards of data integrity.
Overview of Department
The WorkRight Shared Services Team provides end-to-end employment verification services to clients globally. The WorkRight platform enables businesses to efficiently manage employment eligibility checks and compliance, ensuring a seamless process for hiring and retaining employees.
The WorkRight Shared Services Team in Malaysia is responsible for delivering high-quality support and execution of WorkRight solutions, helping clients meet their employment verification obligations in alignment with regional regulatory frameworks.
KEY RESPONSIBILITIES
Client Relationship & Service/Operational Excellence
- Conduct right-to-work verification for assigned clients, ensuring all required documentation is reviewed, validated, and processed efficiently and within agreed service level agreements.
- Escalate any discrepancies or failures as required.
- Support investigations into right-to-work check failures, identifying root causes and working with stakeholders to implement corrective actions.
- Ensure client data is accurately recorded, maintained, and updated within the WorkRight platform while maintaining high data accuracy and confidentiality.
- Meet internal KPIs and SLAs to ensure firm meets client expectations.
Productivity, Accoutability & Efficiency/Process Improvement
- Identify and recommend process improvements and automation solutions to enhance operational efficiency.
- Assist in testing system updates, logging bugs, and working with Fragomen’s technology team to drive system enhancements.
- Participate in special projects, such as optimizing WorkRight workflows or expanding verification services in new jurisdictions.
- Maintain up-to-date knowledge of WorkRight Assessor guidelines.
Communication
- Be responsive to queries from colleagues.
- Advise teams of delays or potential issues with cases.
- Teamwork and Personal Leadership
- Assist in training new employees and sharing knowledge within the WorkRight Shared Services team.
- Collaborate with the Manager, WorkRight Shared Services, to ensure that indiviudal performance aligns with service delivery expectations.
QUALIFICATIONS & EXPERIENCE
We are looking for a detail-oriented, organized, and client-focused professional with experience in employment verification, or shared services operations. The ideal candidate should have:
- 1 to 2 years of experience in operational activities such as document comparison, cross referencing of data to ensure accuracy, and/or experience in onboarding processes that require identity verification.
- Knowledge of employment laws and right-to-work compliance requirements is a strong advantage.
- Experience working in a shared services or client-focused operational environment.
- Strong administrative and data entry skills, with excellent attention to detail.
- Excellent communication and stakeholder engagement skills, with the ability to liaise professionally with internal teams.
- Ability to prioritize tasks, manage competing demands, and meet deadlines in a fast-paced environment.
- Proficiency in Microsoft Office, case management systems, and workflow tracking tools.
- A problem-solving mindset, demonstrating initiative in identifying and resolving verification issues.
- Ability to work both independently and as part of a collaborative team.
This role offers a unique opportunity to work at the intersection of immigration services, compliance, and technology. You will contribute to a growing and innovative business area while developing specialized expertise in employment verification.
All offers and/or employment contracts are contingent upon the successful completion of the Firm's pre-employment screening process. This includes verifying the candidate's identity, confirming legal authorization to work in the location for the offered position, and conducting a comprehensive background check incompliance with local regulations.
