Client Services Manager

Job Description

We have a fantastic opportunity for a Client Services Manager to join our team.

This is a permanent role that will be based in our Dubai office.

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 team:
The Client Services department looks after client accounts on both a regional and global scale, acting as a single point-of-contact between the client and the practice teams. The team has overall responsibility for building and maintaining successful client relationships, as well as ensuring compliance with client SLAs and quality of services.

About the role:
This position is responsible for managing client relationships across the MENA region or on a global basis as a first and single point of contact.

You will provide leadership and direction within the Client Services team, ensuring timely and effective solutions, whilst instilling unwavering client focus.

Other key responsibilities include:

- Actively identifying and pursuing initiatives that drive client satisfaction, continuing to keep us best in class by delivering a world class service
- Develop, track and report key performance parameters including the development and implementation of processes and procedures directed towards improving operational efficiency
- Advising clients on strategic issues relating to service delivery and immigration compliance
- Responsible for driving consistency in servicing through supporting global leads, whilst ensuring that local adaptability is achieved where necessary
- Management of client facing employees whose primary role is to provide on-going servicing support to our clients
- Development of employees and building bench strength across the group, to best position the team to meet growth
- Coach employees on service, implementation, and operational requirements to maintain superior service levels and employee proficiency levels

About you:
To be considered for this role, you will have strong Client Services and/or Account Management experience. This will ideally have been gained in an immigration based environment, however other backgrounds will be considered.

Also required:
Highly organized, able to work within a team and under limited supervision
- A team player, who takes ownership and drives for results, growing the business and sustaining intensity and optimism while focusing on the client
- Helps create and maintain strong morale, cooperating with team members to resolve problems and achieve goals
- Strong coaching experience to ensure the employees understand the importance of accurate work and achieving world class client experience
- Able to develop and achieve clear goals through proper use of tools, training, planning and management
- Ability to prepare and deliver clear, effective, and professional presentations
- Delivers written communication that is well organized and concise, and in vocabulary appropriate for audience
- Capable of managing a high number of tasks simultaneously, and setting priorities accordingly
- Ability to travel to client sites across MENA will also be required

Fragomen in the Middle East:
Within the Middle East region we have offices in Dubai, Abu Dhabi, Doha and Riyadh, with an overall headcount of 160 employees. Across all the offices, there is a positive and collaborative working environment, with our immigration professionals partnering with our clients to help them manage their regional or global immigration programs. Based in Dubai, you will work closely with the Managing Partner for MEA, who is also located there.

The Firm has recently transitioned to a hybrid working model, which incorporates a blend of in-person attendance as well as working from home.
- Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion and d