The post holder will be a key leader of the Visa Requirements function within Student Immigration Compliance & Advice (SICA) and will collaborate with colleagues and key stakeholders across professional departments within ULaw for operational excellence and high standards of service that play a fundamental part creating an excellent experience for international students at The University of Law.
Gaining a deep understanding and be in full support of the concept, direction and objectives of Student Immigration Compliance & Advice (SICA).
Understanding the full student journey for international students who require visa sponsorship to study at the University.
Recruiting, developing and retaining Visa Requirements Administrators and delivering timely, professional and proactive services to customers.
Planning for and overseeing the processing of visa requirements for international students throughout the academic year.
Efficiently managing all inbound visa related queries via phone and email and ensuring they are responded to according to ULaw customer service guidelines.
Dealing with complex and routine enquiries from clients and staff by email and phone, ensuring accurate and professional responses at all times and referring to the teams in London where necessary.
Producing statistical information and reports from the relevant databases for the Head of Immigration Compliance & Advice.
Ensuring full compliance across the team with ULaw policies, procedures and regulations.
Attending regular meetings with the Head of Immigration Compliance & Advice and wider department (English Assessment Team, International Student Advice and Visa Compliance).
Taking ownership of all complaints handling, investigation and resolution referring to the Head of Immigration Compliance & Advice for resolution.
Actively look for ways to improve services and procedures and bring proposals to the attention of line manager.
Assisting with work delegated directly from the Head of Immigration Compliance & Advice particularly in busy periods, to pick up any excess tasks which may include sensitive and confidential information.
Undertaking management and review of Service Level Agreements and KPIs as defined by ULaw.
Ensuring that the Visa Requirements Administrators respond to customer telephone and email enquires in specified timescales and to agreed KPIs.
Monitoring inboxes and calls to ensure that accurate and professional responses are given at all times.
Ensuring that all contact with staff and students is recorded on the ULaw CMD or CRM systems and that a complete and accurate record is saved and updated with each contact.
Ensuring adequate staffing levels are maintained in order to provide a professional service to customers. Ensuring that team members are fully briefed and that accurate and consistent information is given.
Leading and managing the Visa Requirements Team in Hyderabad and dealing with any performance or motivational issues
Qualifications
- Degree in Human Resources, Business Administration, or relevant
2+ years relevant experience in Visa and UKVI Compliance would be an asset
- Excellent written and verbal communication skills. Experience working with diverse cultures is a plus
Ability to handle sensitive and confidential information in a professional manner- Ability to work in a high-volume, high-pressure environment
Ability to take initiative, prioritize and organize multiple tasks effectively, and to see them through to timely completion
Work schedule is 03:00 PM to 12:00 AM, Monday to Friday
- This is initially an work on-site arrangement, but will transition to hybrid after regularization.
Office is located at Robinsons Zeta Tower, C5 Road, Ugong Norte, Quezon City. Building is across IPI Pasig and Tiendesitas. Area is accessible from Ortigas CBD, Eastwood, C5 Road, and Rizal areas.
Job Types: Full-time, Permanent
Pay: Php27,- 00 - Php40,000.00 per month
Benefits: - Additional leave
Company events
Life insuranceSchedule: Fixed shift
Monday to FridaySupplemental Pay: Overtime pay
Ability to commute/relocate:
- Pasig City: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you comfortable working from 11:00 PM to 09:00 AM
* Are you amenable to work onsite daily
