Are you a dynamic leader who thrives on organization, problem-solving, and supporting teams to deliver exceptional results? As a Team Leader within our clients’ Passport and Visa Operations, you’ll play a pivotal role in ensuring the smooth day-to-day operations and guiding a team of consultants to success. In this role, you’ll be the bridge between the consultants and the Operations Manager, providing crucial support, managing workflow, and driving process improvements. Please note, training will be provided; you do not need experience within Immigration / Visa services.
What the Role Offers:
- Hourly salary of $24 - $26
- Onsite Monday – Thursday in Cupertino, Friday is an "on-call" day; where you can Work From Home unless office presence is required
- This is a new position and will oversee a team of 8
Key Responsibilities:
- Manage Daily Operations: Oversee the distribution of work assignments, ensuring efficient workflow and adherence to internal deadlines.
- Complex Case Management: Handle advanced and complex client files, ensuring that they are processed accurately and promptly.
- First-Level Support: Act as the first point of contact for consultants, answering questions, resolving issues, and offering guidance on processes.
- Client Escalations: Investigate and resolve escalated client issues, ensuring exceptional service delivery.
- Quality Control: Ensure that all passport and visa applications meet the standards set by various embassies, consulates, and the US State Department.
- Team Development: Provide training, feedback, and support to consultants, fostering continuous improvement and professional growth.
- Compliance Monitoring: Ensure compliance with the Foreign Corrupt Practices Act and company policies.
- Process Improvement: Identify training gaps, provide constructive feedback, and implement process improvements to enhance team performance.
- Collaborate with Account Teams: Work closely with account management staff to resolve client concerns and improve service delivery.
- Perform Administrative Duties: Support opening and closing procedures and complete all necessary documentation in line with company protocols.
- Stay Informed: Maintain in-depth knowledge of company systems, processes, and industry standards to maximize efficiency and compliance.
Qualifications & Skills:
- Education & Experience: BA/BS or associate’s degree with 2 years of relevant experience, or an equivalent combination of education and experience.
- Preferred Background: Experience in high-end retail, travel, hospitality, or embassy/consulate relations is highly desirable. Proficiency in a foreign language is a plus.
- Communication Skills: Strong verbal and written communication skills, with the ability to articulate ideas clearly and professionally. Fluency in a second language is a bonus.
- Organizational Skills: Excellent time management, with the ability to handle high volumes of work while maintaining exceptional attention to detail.
- Problem Solving: Analytical mindset, with the ability to troubleshoot issues and implement practical solutions.
- Adaptability: Comfortable working in a fast-paced, changing environment, with the ability to prioritize tasks effectively.
- Tech-Savvy: Proficient with software systems and committed to maintaining data integrity. Eagerness to learn new technologies.
- Leadership: Self-starter with a strong sense of ownership and the ability to inspire and guide a team.
Competencies:
- Teamwork: Ability to work collaboratively and foster a positive team environment.
- Communication: Strong ability to convey information effectively and professionally.
- Problem Solving: Skilled in analyzing situations, writing reports, and developing resolutions.
- Execution: Organized, with a focus on delivering results and meeting client expectations.
- Initiative: Proactively manages customer relationships and seeks out solutions.
- Adaptability: Thrives in a changing environment, maintaining performance under pressure.
- Expertise: Dedicated to learning new processes and staying up-to-date with regulatory changes.
This is a great opportunity for a passionate leader who is ready to make a difference in a fast-paced, customer-focused environment.
