THE ROLE

Fragomen China is currently seeking experienced Consultant to provide support to the global key accounts to be based in Shanghai or Hangzhou. Consultant must have good multi-tasking skills and enjoy working in a fast-paced environment. He or she must also be detail-oriented and have excellent communication skills, both in written and spoken English and Mandarin.

RESPONSIBILITIES

1: Casework

? Research, prepare and formulate advice for queries from human resource contacts and employees on all immigration-related matters.

? Identify key issues that may impact immigration formalities and address these issues with the client.

? Ensure accurate, complete and technically correct visa applications are submitted ? Manage case work effectively within agreed time frames

? Follow internal policies on risk management, use of Fragomen Connect, Efiles, best practices and IT usage

? Routine contact with clients and the local authorities. Keep clients well informed on any issues or changes to regulations or visa processes as required.

? Participation in conflict resolution and management of client expectations. ? Attend to reporting needs of major clients.

? Assist with various applications to the Ministry of Foreign Affairs such as authentication of documents and obtaining Certificates of Good Conduct (i.e. Police Clearance)

? Assist with various consular matters such as visa applications, and legalisation/certification/attestation of documents and by various embassies

? Update firm’s case management system and maintenance of client files in accordance with agreed practice protocols. ? Client invoicing on completion of each case. ? Supervise and provide guidance to team members.

2: Client Service Management

? Implement client-specific processes

? SLAs: Adhere to any agreed internal or external SLAs; Communicate protocols and service level agreements to caseworkers; Monitor adherence to SLAs.

? Designs draft materials for training presentations for clients

? Coach, support and train internal practice teams on specific client accounts as required

? Review billing against client protocols ? Work with the Global Knowledge Team on client information requests

? Facilitates the smooth flow of communication between client contacts and caseworkers for designated clients

? Liaises with caseworkers in relation to specific cases for designated clients

? Acts as primary point of contact for certain client accounts

? Develops, maintains and encourages a positive and development of client relationships and other stakeholders

? Supports management when client escalations arise

? Reviews data management reports for issues and trends in relation to client accounts ? Monitors client dashboard reports

? Monitors KPI reports

3: Support and Leadership

? Contribute to, and foster a positive work environment

? Provision or coordination of internal training support as required - e.g. Client Services, Communications, Fragomen Connect, Reporting, etc.

? Coordination or participation on projects as required. For example, projects that may relate to the Fragomen processes, culture, client service, paperless office, productivity, reporting and analytics.

? Participate in networking and business development activities to promote the Fragomen brand.

? Act as a ‘go to’ point for day to day matters and trouble shoot issues as they arise.

? Identify and suggest methods or processes to increase efficiency and increase staff and client satisfaction.

? Adhere to external and internal ethical and practice management standards

QUALIFICATIONS & EXPERIENCE

? BA/BS degree preferably specializing in Law/Legal Services, Human Resources and foreign languages.

? Significant experience in the area of labour mobility and/or immigration law.

? A hands-on team player with finely honed leadership skills

? Ability to build strong relationship both internally, and outside of the firm

? Strong client service mentality. ? Strong analytical and judgement skills.

? Good facilitation, coordination and communication skills.

? Ability to manage multiple priorities and perform under pressure

上班地址：Unit 1408 Jin Mao Tower. 88 Century Avenue, Pudong, Shanghai 200120, China