Client Relationship Manager

Position Overview

We are looking for an experienced Client Relationship Manager based in Singapore to own the relationship with an allocated portfolio of corporate clients and take complete ownership of their immigration service delivery performance. This is a client facing role with key client relationship management responsibility: you will be the primary point of contact for your clients, act as their trusted immigration advisor, lead client reviews and growth planning in conjunction with the global team and leadership and identify opportunities to expand our services. You will also work directly with the consultants delivering your clients cases and seek support and expertise from our Service Delivery Managers and Network partners, overseeing casework quality, SLA performance, escalations, reporting and compliance support, so that what is agreed with the client is delivered in practice. The role combines strategic immigration advice, account management, operational oversight and business development support, working closely with Service Delivery, Business Development and global teams across Newland Chase and CIBT.

Responsibilities

include but are not limited to:

Supervisory Tasks

• Reviewing and supervising all aspects of immigration casework for allocated clients, including forms, documents, email correspondence and representation letters for cases related to your clients.
• Working in conjunction with the Service Delivery Manager to allocate files appropriately, supervise the preparation and submission of cases and working through escalations, issues and complex cases directly with the consultants seeking support as needed by the Service Delivery Manager and Network partner.
• Taking responsibility for supervising invoicing and credit control for allocated clients, escalating any issues internally as required.
• Providing on-going client specific training to consultants and supporting teams.
• Holding regular one-on-one discussions with team members, to discuss general issues or concerns related to the client portfolio.
• Conducting team meetings regularly to review feedback/performance/cases where needed.
  
  

Client Tasks

• Pro-actively managing allocated corporate accounts, working alongside global teams as relevant, monitoring and analyzing account activity and ensuring sponsor licenses are properly maintained.
• Ensuring all client commitments and program objectives are achieved and effectively executed, and that all cases for your clients are completed within agreed SLAs for specific key accounts.
• As the primary point of contact for time-sensitive client needs, being responsive and solutions-oriented in high pressure situations.
• Nurturing and growing the relationships with your client(s) by being a trusted advisor on anything Immigration.
• Helping your client(s) to navigate the complex world of global immigration to better achieve their goals whilst evaluating and anticipating client needs and communicating tactfully in difficult situations to preserve the working relationship.
• Staying abreast of what clients are doing by following news feeds and press releases.
• Devising and implementing annual account management programs covering client training, client reviews and compliance support, taking into account license renewal.
• Owning Client Review meetings, quarterly and annually, and regularly scheduled client status and review calls:
• Preparing presentations and statistics and, together with the client and with the Newland Chase and CIBT Service Delivery teams, creatively addressing problems and challenges and providing ideas and solutions.
• Reviewing client performance, trends and penetration of Newland Chase and CIBT services, quarterly or semi-annually based on client tier.
• Preparing and delivering client presentations and training sessions, including training clients as sub-users of our internal Client Portals.
• Spotting trends with great attention to detail through analysis of client reporting.
• Sharing survey and SLA feedback with your client(s) on a regular basis and speaking confidently to any service issues.
• Creating, with the VP and global teams, a strategic growth/business plan for your client(s) that focuses on maximizing the client's usage of our capabilities at national and global levels, as applicable, and agreeing it with the client during the annual business review.
• Taking active involvement in business development and pro-actively seeking greater CIBT utilization, e.g. projects, consultations, CIBTvisas services, group move immigration management and seasonal influxes, including following up on immigration changes to encourage discussions around Newland Chase and CIBT support as the changes affect their employees.
• Working with other departments and CIBTvisas Account Managers to cross sell firm services across the CIBT network, including upselling all technology options.
• Being responsible for ensuring up to date rate cards are in place for existing clients and where possible negotiating annual increases.
• Preparing bidding proposals and tender documents, and providing input for Request for Proposal and Request for Information projects, as required.
  

Ownership & Communication

• Identifying operational weaknesses or areas for improvement and addressing them with appropriate teams.
• Managing own case load, as required, ordinarily comprising of only the most complex casework.
• Seeking out new efficiencies in workflow and leading the implementation of enhancements/improvements.
• Facilitating communication of client requests and agreed upon outputs, including direct communication with our advisory team and our consultants.
• Building communication links between teams and liaising with Service Delivery Leads to discuss any operational concerns, encouraging open lines of communication and a greater united team that supports Newland Chase and CIBT clients.
• Ensuring that Newland Chase and CIBT's internal employees understand allocated clients culture and expectations.
• Assisting global teams with internal client transitions as necessary, to ensure that corporate culture/data is captured and all files are transferred smoothly.
  
  

Technology and Compliance

• Monitoring and maintaining accuracy of data on internal systems for allocated clients.
• Ensuring that all client specific processes and procedures are documented in our internal systems and shared with the supporting Newland Chase and CIBT teams.
• Ensuring assigned client reporting is documented in internal systems and that all such reporting is completed timely.
• Taking responsibility for the provision of compliance support for allocated accounts, attending and supervising the compliance audit/meetings, reviewing follow up reports, training and liaising with key accounts to ensure recommendations are carried out in a timely manner.
• Collaborating with clients to facilitate maintaining compliance obligations in jurisdictions as applicable to clients.
• Maintaining up-to-date knowledge of immigration rules and policy in all areas, covering all types of visas, renewals and appeals, through internal systems, reading and completing online training modules via LMS, and staying up to date on important developments in the law to spot future opportunities and/or issues.
  
  

Implementation

• Taking the lead on regional implementations for allocated clients, ensuring new client implementations are carried out effectively in partnership with Business Development colleagues and Service Delivery Teams, and working with colleagues to ensure agreed upon client deliverables are clearly defined, understood and shared with the supporting Newland Chase and CIBT teams.
  
  

Travel/Events

• Undertaking domestic and international travel as required.
• Representing Newland Chase and CIBT at industry conferences with professionalism as requested.
• Conducting webinars, podcasts, presentations, panel speaking etc. as requested.
  
  

Person Specification

• Graduate level degree or equivalent.
• 5+ years of proven experience of providing detailed and accurate advice on Immigration.
• Proven ability to write clearly and concisely, using appropriate language and terminology and a tone, style and format suited for the purpose and the audience.
• Excellent communication skills which contribute to the building of effective relationships with colleagues and clients and the ability to articulate regulatory and legal information in easily understood terms.
• Proven negotiation skills with the ability to influence effectively and sensitively, verbally and in writing.
• Exceptional organizational abilities proven through working on complex projects.
• Proven ability to maintain a clear overview of the key issues and prioritize effectively.
• Proven ability to manage a diverse and varied workload including strategic advice.
• Highly competent at answering high volume queries.
• Exceptional problem solving and analytical skills, with proven ability to identify, analyze and interpret information from a range of sources and develop appropriate solutions within a fast-paced environment with competing demands.
• Proven ability of leading and managing teams as needed including client onsite teams.
• Able to demonstrate a positive and flexible attitude to work, particularly new initiatives.
• Self-starter and pro-active team member with a desire to show initiative, ownership, and commitment to the role.
  
  

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world's leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at [Confidential Information].