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International Immigration Program Manager

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Afaq Q Tech General Trading (Amazon) Full time

At Afaq Q Tech General Trading (Amazon), we are seeking a highly skilled and experienced Senior Immigration Specialist to lead our KSA immigration operations. This role involves overseeing end-to-end case management, driving operational excellence, and ensuring strict compliance with Saudi regulations.

Key Responsibilities:
  • Case Management:
    • Manage all KSA case types, ensuring first response time within 24 business hours, PRR minimum goal of 90%, SLA adherence on case processing times as per SOPs, quality control for filing accuracy and avoidance of controllable misses resulting in fines or penalties, clear and timely customer communication regarding process, documentation, timelines, and status, validation and secure handling of original customer documents, efficient escalation management where applicable, full adherence to agreed quality standards for end-to-end case management.
    • Maintain and accurately update trackers and case management system to reflect case progress and status.
    • Escalate issues and challenges disrupting the immigration process in a timely manner.
  • Strategic Process Enhancement:
    • Drive end-to-end process improvements to enhance the customer experience, using data-driven insights and innovative strategies to navigate complex and evolving scenarios in KSA.
    • Oversee the implementation of mitigation plans, leveraging advanced analytics to assess the impact on customer satisfaction and operational outcomes.
    • Continuously iterate on strategies to set new industry benchmarks, improving efficiency and adapting to the dynamic Saudi immigration landscape.
  • Operational Excellence and Efficiency:
    • Monitor and analyze key performance indicators (KPIs) to evaluate the effectiveness of immigration operations in KSA.
    • Lead regular performance reviews (WBRs, MBRs, QBRs) to highlight achievements, address challenges, and implement risk mitigation strategies.
    • Collaborate with leadership to develop and execute strategic plans for operational scalability, auditing frameworks, and comprehensive reporting.
    • Drive initiatives to enhance process efficiency, streamline workflows, and improve response times while managing ambiguity in the evolving immigration landscape.
    • Align resources with operational goals to ensure measurable improvements in key metrics, compliance, and service delivery.
  • Cross-Functional Leadership for Managing Externalities:
    • Foster strategic partnerships with internal stakeholders to ensure alignment of KSA immigration practices with organizational goals.
    • Partner with country Public Policy and global immigration policy to proactively engage with Saudi government authorities on topics such as Saudization, visa policy, eligibility requirements, and regulatory updates.
    • Provide thought leadership on emerging trends, industry best practices, and innovative solutions to navigate complex regulatory requirements.
  • Talent Development and Knowledge Management:
    • Act as a mentor for team members, fostering a culture of continuous improvement, knowledge sharing, and operational excellence.
    • Champion process expertise, ensuring readiness to address ambiguity and complex challenges while driving a performance-driven culture.
  • Immigration Specialist Accountabilities:
    • Serve as a subject matter expert for team members, providing guidance on complex cases, regulatory queries, and procedural challenges.
    • Respond to regulatory changes by monitoring government updates, assessing process impacts, and driving alignment across workflows, SOPs, and communications.
    • Participate in cross-functional initiatives, including compliance audits, content updates, and process enhancements to drive operational efficiency and policy adherence.
    • Conduct regular reviews with the team, including case progress assessments and performance discussions to address challenges and foster accountability.
    • Oversee country program performance through dashboards and metrics to monitor SLA adherence, quality scores, escalation trends, and compliance gaps.
    • Implement quality control measures to ensure accuracy in submissions, compliance with government requirements, and proactive management of escalations.
    • Drive a culture of continuous improvement by encouraging idea implementation and partnering with Quality Control to address compliance and process gaps effectively.
  • Business Advocacy & Stakeholder Engagement:
    • Build and maintain strong relationships with internal and external stakeholders to identify opportunities for process enhancements, reduce rework, and improve customer outcomes.
    • Represent KSA Immigration in leadership discussions and cross-functional planning, advocating for streamlined solutions to meet evolving business needs.
    • Collaborate with Talent Acquisition to provide insights on local talent mobility trends, migration corridors, and business-aligned immigration strategies.