This role is critical to drive the Firm’s strategic imperative of Operational Excellence in establishing a APAC Shared Services Operation in Malaysia. The APAC Legal Support team has a pivotal role to drive operational efficiency, consistency, standardisation and enhance service excellence across the APAC region.

Daily Team Operations

• Well versed with the end-to-end of the APAC Immigration process flow from reviewing documentation right up to approval and communication to Clients. This is currently with respect to the Australian practice.
• Responsible for monitoring workload and adjusting work assignments, in coordination with Practice management; responsible for ensuring proper training for new client/team assignments is provided to team members.
• Ensure team members adhere to firmwide processes, procedures and policies.
• Identify training needs for LSAs and coordinate to prepare and deliver training
• Maintain continual engagement with the local case teams to ensuring Client’s immigration needs are managed with utmost importance.
• Ensure there is strong understanding and culture as it relates to our clients’ needs and expectations, and also management of risk.
• Technically savvy on the end-to-end operational workflow and act as the subject matter expert of the function / department.
• Managing risk and potential issues, and proactively address with management.
• Develop processes to retain and share best practices, technical/legal updates and other shared information.
• Constantly review functions operating procedures and ensure all details are sound in accordance with the agreed operating model and regulatory requirements.
• Provide guidance and support to the team members as and when required and foster a collaborative and productive work environment.
• Encourage ways for improving service / adding value / reducing costs in line with business goals and support initiatives originating from the team.

Client Service

• Always delivers the highest level of Client services by seamlessly anticipating and responding to needs and functioning as a trusted business partner. Versatile and agile.
• Learned in the technical and functional areas impacting Clients and striving to achieve expertise and apply best practices. Produces a thorough and accurate work product with attention to detail.
• Demonstrates strategic thinking in developing solutions for Clients, being creative and innovating whenever and wherever possible.
• Proactively identify and resolve issues and escalations; work collaboratively to ensure Client’s experience is positive and appropriate measures are taken to improve quality and prevent reoccurrences.
• Builds strong relationships with the respective Practice Leaders and manages expectations effectively by fostering a cohesive working environment across jurisdictions.

Productivity, Accountability and Efficiency

• Delivers high quality work product in a timely fashion. Can effectively manage time relative to individual, Firm and Client’s needs.
• Ensure effective workflow management in order to meet agreed timeliness and quality levels, checking and maintaining effective resource utilisation at all times.
• Ensure all operational related work are completed in accordance with the established procedures and standards.
• Work well independently and complete assigned tasks in the established timeframe, complete regular assignments without reminders or additional requests.
• Able to plan, organize and resource a project and deliver results consistent with Firm standards.
• Demonstrates initiative in assuming responsibilities and ensuring efficient utilization of skills and time.
• Aware of the financial big-picture and how individual and team performance impacts the Firm’s profitability.

Communication

• Generates clear, well-organized written work-product internally and externally.
• Able to effectively express oneself verbally in an articulate and polished manner.
• Strong listening and communication skills to influence and achieve objectives.
• To ensure all communication from the group and senior leadership team are cascaded to the team accordingly.

Teamwork and Personal Leadership

• Effectively collaborates in a team setting and promotes teamwork. Dependable, Open and Connected.
• Global and curious mindset. Possesses willingness to share knowledge and talents across the team and act as the ambassador for the Firm.
• Demonstrates self-awareness and emotional intelligence.

Managerial

• Manage team by clearly outlining expectations/objectives and roles, aligned with firm’s Performance Management process
• Provide timey feedback to team members, recognizing achievements and supporting ongoing development
• Identity individual and team training needs and coordinate with HR to deliver
• Work with management on staffing and resource needs
• Possesses a strong character who does not hesitate to challenge the status quo, address issues, and provide firm feedback when required.

• Has minimum seven years experience in executing / processing Corporate Immigration related activities and exposure in or engagement with a shared services operational environment. Additionally, has at least five years of expertise in people management related matters.
• Possesses personable, interpersonal skills to communicate effectively at all levels in person, by phone, VC and by email; with the ability to defuse and resolve conflict where tact and diplomacy are required
• Demonstrates the ability and flexibility to prioritize and balance competing demands and meet deadlines in a fast-paced, high volume professional services environment
• Proactively takes responsibility for all delegated work and projects and follows through to completion
• Demonstrates highest accuracy and attention to detail in all work produced
• Demonstrates advanced technology skills, including Microsoft office, ticketing and time tracking systems
• Demonstrates ability to work harmoniously with all stakeholders
• Demonstrates commitment to excellence in the workplace
• Role-models workplace behaviour that is consistent with the firm’s Mission, Core Values and Strategic Objectives.