Immigration Programme Manager

Job Description Immigration Programme Manager UK/Europe We have a fantastic opportunity for an Immigration Programme Manager to join our team. This is a permanent role that will be based in either our London, Sheffield or Frankfurt offices, although other Fragomen European office locations might be considered. About us: Fragomen is the world’s leading exclusive provider of immigration services. We are a firm of more than 6,200 immigration-focused professionals and staff spanning more than 60 offices worldwide. Immigration has been our sole focus for 70 years, and today we offer support in more than 170 countries. We are problem-solvers, innovators and established thought leaders in immigration, providing strategic immigration advice to a diverse range of clients from individuals to the world’s leading multinational corporations. Fragomen’s professionals are respected thought leaders in the immigration field providing expertise to governments across the world including the US Congress, the UK Parliament, the European Union and the United Nations. A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges and you will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger. 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 organization. About the role: This position is responsible for managing client relationships across the EMEA region or on a global basis as a first and single point of contact. You will provide leadership and direction within the team, ensuring timely and effective solutions, whilst instilling unwavering client focus. Other key responsibilities include: Actively identifying and pursuing initiatives that drive client satisfaction, continuing to keep us best in class by delivering a world class service Develop, track and report key performance parameters including the development and implementation of processes and procedures directed towards improving operational efficiency Advising clients on strategic issues relating to service delivery and immigration compliance Responsible for driving consistency in servicing through supporting global leads, whilst ensuring that local adaptability is achieved where necessary Management of client facing employees whose primary role is to provide on-going servicing support to our clients Development of employees and building bench strength across the group, to best position the team to meet growth Coach employees on service, implementation, and operational requirements to maintain superior service levels and employee proficiency levels About you: The successful candidate will have relevant client services and/or account management experience that has ideally been gained in a professional services environment, however other backgrounds will also be considered. The ideal candidate will also have some experience in a solutions driven role, working across diverse, international & multicultural environments, also supporting on account management activities such as reporting, project work and/or billing and collections issues. Also required: Highly organised, able to work within a team and under limited supervision A team player, who takes ownership and drives for results, growing the business and sustaining intensity and optimism while focusing on the client Helps create and maintain strong morale, cooperating with team members to resolve problems and achieve goals Able to develop and achieve clear goals through proper use of tools, training, planning and management Ability to prepare and deliver clear, effective, and professional presentations Delivers written communication that is well organised and concise, and in vocabulary appropriate for audience Capable of managing a high number of tasks simultaneously, and setting priorities accordingly Ability to travel to client sites across Europe will also be required Fragomen in the UK & Frankfurt: Our UK practice is made up of over 750 people working across two offices, based in London and Sheffield. Both offices are centrally located in their respective cities, with the Sheffield office having the added bonus of free on-site parking. Our people work collaboratively and dynamically in a positive environment, with over 20 different languages being spoken. Our Frankfurt office is in a fantastic location in the heart of the city, with great commute links and amenities close by. With us, you are part of a dedicated and interdisciplinary team of more than 120 colleagues from over 30 countries. The Firm has transitioned to 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 Strategy (RBS) prioritises Fragomen’s social responsibility through one cross-cutting theme and five focus areas. These focus areas include: Wellbeing, Diversity and Inclusion, Charity & Pro bono work, Social and Environmental & Sustainability. The RBS initiative offers great opportunities for everyone at Fragomen to get involved and help steer a variety of initiatives and activities at the Firm. These range from social events and activities, to regular wellbeing newsletters and diversity discussions. 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. Fragomen is a leading firm dedicated to immigration services worldwide. The firm has more than 6,000 immigration professionals and support staff in more than 60 offices across the Americas, EMEA and Asia Pacific. A member of the Am Law 100 and Am Law Global 100, Fragomen offers immigration support in more than 170 countries. Fragomen’s professionals are respected leaders in the immigration field, and the firm is regularly recognized as a leading employer of minority and female attorneys. The firm supports all aspects of global immigration for corporate, academic, nonprofit, and individual clients, including strategic planning, quality management, reporting, case management and processing, compliance program counseling, representation in government investigations, government relations, complex matter solutions, and litigation. Fragomen is a long-time leader in the immigration technology space and continues to lead the way in the digitization of the immigration journey. It has created Fragomen Technologies Inc., a Fragomen subsidiary focused on the nexus of law and technology to further enhance its technology offering. These capabilities allow Fragomen to work in partnership with individuals and corporate clients across all industries to plan talent strategy, facilitate the transfer of employees worldwide, and navigate complex challenges. 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. At Fragomen, we do meaningful and impactful work for our clients and put a focus on our Responsible Business Practices: #LifeAtFragomen: We drive innovation and change. We respect colleagues, embrace diversity, and empower others. #FragomenForward: At Fragomen, pursuing an equal, diverse, and inclusive workforce goes beyond a policy. It’s part of our DNA—and always has been. Year after year, we are recognized as leaders in diversity in our industry. Giving Back. We have a deep history of giving back to the communities where we live and work—and we continue that mission today. Serving the less fortunate by providing advice and community support where it is most needed allows us to help immigrants secure a better future for themselves and their families. Corporate Social Responsibility. We believe there is more to success in business than generating profit—we want to do well by doing good. We are committed to considering the impact that our business decisions have on our people, our planet, the communities in which we work and our clients. Sustainability. Fragomen is focused on sustainability in our business operations and practices—and we know there is much work to be done, with countless opportunities available to minimize our impact on the environment Well-being. We are committed to implementing firmwide initiatives that support the health and wellness of our people, including programs to address work-life balance and benefits that cover a wide range of well-being needs of all employees. Our #FragomenWorks program provides the ability to be successful at home or in the office, via Hybrid & Remote work arrangements. Our #FeedbackWorks process includes three managerial check-ins per year to help you progress in your career. Unique learning programs like: Fragomen Academy, Leadership Academy, Practical Management Academy, and Regional Development Conferences.