Auh - Ukvi International Network Global Transition
3 weeks ago
Job Description (Roles and Responsibilities)
The British Embassy Abu Dhabi has a vacancy for an International Network Global Transition Lead under UK Visas and Immigration (UKVI). This is for a fixed-term contract of 18 months.
The jobholder may be based in Abu Dhabi, New Delhi, or Beijing/ Shanghai/ Guangzhou.
You will be responsible for supporting the Head of International Network to establish the new Global International Network, ensuring the new network operates effectively to support VSI global delivery, manage HMG relationships overseas, and ensure an excellent customer experience for international customers.
You will take the lead in developing and maintaining global tools and templates, ensuring that these are consistently used by teams across the world, including in the UK. You will be responsible for developing a functional tasking mechanism - enabling teams across Visas, Status & Information (VSI) to task international teams - ensuring appropriate prioritisation and management of resources.
You will also lead on learning and development (L&D) for the network, developing the L&D offer, including induction, to ensure the network becomes expert in relationship and reputation management, communications, and using data and insight to drive continuous improvement in the customer service offer.
You will lead globally on tracking delivery, impact, and return on investment, and will take a global lead on exploring potential for a ‘paid-for’ service.
**Duties and responsibilities**:
- Development of Global Outreach Hub and Regional Hubs, ensuring routinely used across VSI and Outreach Network as central point for distribution of communications and information, and tracking delivery; collation on customer insight; and tracking of delivery against business and engagement plans
- Work with teams across VSI to integrate new tools with the Outreach Hub and ensure Visa Outreach Officers are routinely using these tools (Insight Dashboards, Social Listening Software, Government Social Media, etc.)
- Training and supporting colleagues across Outreach Network and UK teams to consistently use tools, and develop the Hub
- Ownership of the Outreach L&D offer, including management of the online training centre, using Foreign, Commonwealth and Development Office (FCDO), Home Office (HO), and massive open online courses (MOOC) to build capability across the network in communications, customer service, customer and market insight, and stakeholder management. Building the network up to be recognised as experts in these fields
- Support the Head of the International Network with planning the phased implementation of the International Network, including supporting Heads of Regions with recruitment, induction and on-boarding support, driving a cultural change in purpose of International Teams; supporting the Head of the International Network to increase alignment overseas of teams across the Home Office; and supporting the Head of APAC to implement final model for use of international teams in risk and verification work
- Operate as part of the International Network senior leadership team helping to support development of an effective global network by summer 2024, ensuring that Asia Outreach team works effectively as part of a global network
- Build and maintain relationships with colleagues across UKVI and within the Home Office to ensure Outreach Network is fully integrated into VSI governance model; and operates to support UK teams
- Develop a global tasking mechanism for the Outreach Network, which enables teams across VSI to task Outreach Officers, whilst ensuring effective management of resources
- Support Heads of Region and Regional Outreach Managers to track delivery against global business plan and evidence impact and return on investment
- Lead on special projects to explore opportunities and risks in developing a premium ‘paid-for’ service
- Organising Global VOO/ Assurance and Integrity Monthly Meetings and Quarterly Conferences - and ensuring follow up on actions
- Provide regional critical incident or major event support and other ad-hoc tasks as directed to support UKVI regional operations/ objectives.
The above list is not exhaustive and the jobholder will be required to be flexible and take on other ad hoc tasks as required, including participating in the Embassy’s emergency planning and any response to a crisis.
**Key behaviours required**:
- Communicating and Influencing - Communicate purpose and direction with clarity, integrity and enthusiasm. Respect the needs, responses and opinions of others.
- Working Together: Form effective partnerships and relationships with people both internally and externally, from a range of diverse backgrounds, sharing information, resources and support
- Developing Self and Others - Focus on continuous learning and development for self, others and the organisation as a whole.
- Seeing the Big Picture - Understand how your role fits with and supports orga
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