Operations Consultant

2 months ago


Sheffield, United Kingdom Fragomen Full time

Job Description

Operations Consultant - CADP

About us:
Fragomen is the world’s leading exclusive provider of immigration services. With more than 50 offices worldwide, we provide immigration services in more than 170 countries. For over 60 years, we have provided strategic immigration advice to a diverse range of clients from individuals to the world’s leading multinational corporations. With over 4,500 employees in more than 50 offices, you will be joining a truly global firm where providing exceptional client service is at the core of what we do.

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. 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 role:
The Operations Consultant (OC) will be assigned to the Consular and Document Practice (CADP) and will be part of the EU and UK Operational Efficiency team. They will report directly to the Operations Manager dedicated to CADP and will have specific roles and responsibilities outlined.

Within the role, will be responsible for completing projects delegated by your manager in a clear, efficient and standardised way. With the support of the regional Operations team and working closely with your manager, this will include the creation, amendment and review of new and current team processes, alignment of those processes with the firm and implementation of firm standards across the team while facilitating core team requirements.

The role requires close work with all team members at different levels to understand the needs and demands on the case team; identifying and raising any issues to your manager and working with them to create solutions and initiatives on preventing efficient work for that team and client. The role provides the opportunity to work with colleagues across the firm, particularly in Corporate functions and across global CADP teams, and will assist the Operations Manager with liaising with those colleagues. This is key to ensuring clarity, accuracy and efficiency for all involved, so excellent communication is crucial.

Change management is key in this role and you be trained on utilising change management strategies in order to implement, embed and adapt new processes created within the team but also embedding new processes from Fragomen globally. This may require beta testing, training, workshops and the creation of personalised reference materials under the direction of your manager. This role will have a particular focus on the CADP team’s finance and technology initiatives.

The Operations team provides an umbrella service to all areas of the case teams from being on hand to answer questions, explaining protocols, maintaining clarity of workflow and promoting best practice with the ultimate aim of allowing efficient workflow and output for the team and this is a wonderful opportunity to be part of that process.
- Other key responsibilities will include with collaboration with your manager and central Operations teams members:_
- Work closely with the Practice’s Management Team and support the growth of the Practice by adapting work processes accordingly, assist in defining job roles, creating reference material
- Identify issues on team and create resolution working with case team and central operational efficiency team
- Implement new or amended processes; creating implementation plan, embed changes (test and integrate), maintain process implementation (review and analyse) and set up controls such as KPIs, Issues log, feedback log and regular process reviews are in place.
- Create new case types, online questionnaires and online forms
- Assist with in-team induction of new starters and offboarding of leavers
- Assist with the maintenance of team SharePoint sites
- Oversee and analyse team billing process
- Work with Shared Services to efficiently outsource tasks, draft how-to guides and provide training
- Create, maintain, schedule and analyse reports for team and clients
- Identify learning gaps, developing whole team training and resources, deliver training
- Create, oversee and manage projects including working with Fragomen corporate teams in beta testing
- Assist other case team operations managers within the region to support with workload where relevant

About you:
The ideal person for this role will be a self-starter with a strong background in similar roles and excellent organisational skills. You will also be an excellent communicator both written and verbally an



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