We are looking for an experienced Manager based in Sydney (hybrid working model) to lead immigration service delivery, client relationships, and team performance. The successful candidate will oversee complex and VIP immigration cases, provide strategic immigration advice, manage client escalations, monitor SLAs and KPIs, and drive service and process improvements. The role also includes people management, coaching and development, client programme support, and contribution to business development initiatives. This position requires strong immigration expertise, leadership, commercial awareness, and stakeholder management skills.

Duties and Responsibilities: Operational Management

Review and supervise all aspects of immigration casework, including forms, email correspondence and draft letters

Supervise the service delivery by team reports (and NPs as appropriate for the Hubs)

Supervise the preparation and submission of complex and VIP cases

Take the lead / casework a limited number of complex and VIP cases

Conduct case reviews with team reports weekly

Monitor KPIs for the team and NC service delivery against the client SLAs

Handle / oversee inquiries for the assigned clients

Manage client escalations and notify the CRM and senior leadership of the escalation and general trends for the client

Prepare RCAs within the prescribed SLA

Propose and introduce service recovery solutions internally and externally

Proactively work on service delivery and internal process enhancements

Provide strategic legal advice to team reports and clients

Manage case initiations, ensuring new cases are allocated to appropriate consultants promptly

Review and disseminate reports to ensure Immigo data integrity,



timely billing and overall exceptional service levels to clients

Take responsibility for supervising invoicing, credit control and escalating any issues to the Director

Work with internal stakeholders on rectifying technology issues, setting and updating client fee schedules and other internal enhancements

Ensure adequate coverage during team's PTO

Assist with OOO coverage for team members and other Managers / Leaders across the wider team or office

Provide a weekly update to the Director and actively participate in the agenda items collection, discussion

Maintain up to date knowledge of the immigration and internal company rules and policies

Client Management & Business Development

Establish as a go-to PoC and an SME for client queries, immigration strategy and case escalations

Attend client case review and strategy calls in order to build rapport with the client and remain close to client feedback on NC service

Proactively work with the client and the CRM to develop and introduce a service recovery plan or other initiatives on enhancing the client's immigration programme

Devise and implement in collaboration with the client and CRM training sessions, compliance audits and quarterly account reviews

Provide client support to non-CRM managed accounts,



including the provision of expiry and other reports as required and the attendance of case review calls as appropriate

Work with non-CRM managed clients on timely payment of NC invoices and assist CRMs / Accounts with resolving payment issues for CRM-managed clients

Assist CRMs with preparing and participating in client reviews / meetings

Assist CRMs and BD with recent client opportunities by participating in RFPs and sharing subject-matter expertise

Identify opportunities to diversify services, taking an active role in business planning

Contribute to articles for publication in newsletters and external publications, participate in webinars and immigration events / forums

People Management

Conduct quarterly and annual performance reviews for team reports by ensuring meetings are completed in a timely manner and reports are written up within the prescribed SLA

Monitor and manage performance of the team by proactive review of reports, conducting weekly case reviews and providing performance feedback promptly

Conduct induction for new staff and train / mentor the team

Complete training assessments for each team report, manage staff progression, identify training requirements and monitor progress during quarterly reviews

Focus on initiatives increasing staff retention and team morale, identify areas requiring improvement

Ensure team reports complete trainings and other professional requirements as prescribed

Review quarterly results for the incentive scheme

Hold regular one-on-one discussions with team reports, to discuss general issues or concerns

Conduct team meetings regularly to review feedback / performance / c

📌 Immigration Manager (Sydney)
🏢 Cibt
📍 Sydney