Manager Shift Assistant Manager

About Us

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1700 expert immigration and visa professionals attorneys and qualified migration consultants located in over 60 offices in 25 countries. With thirty years of experience CIBT is the primary service provider to 75 of Fortune 500 companies.

CIBT offers a comprehensive suite of services under two primary brands: Newland Chase a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas the market leader for business and other travel visa services for corporate and individual clients. CIBTvisas is the leading global travel visa service with unrivalled capability to obtain business and other travel visas for corporations and individuals worldwide in a fast convenient and secure manner.

POSITION OVERVIEW

The purpose of the Shift Manager role is to assist the Functional Manger & Team Leaders in the running of day to day process. The Shift Manager has an active role in ensuring that the Team Leaders manage the distribution of work across the Individual Consultants (IC). The Shift Manager provides the second level of support to the IC in handling questions guiding them on processes and participating in training & development. Team Lead will help manage escalations and processing work. Shift Manager will report to the Functional Manager

RESPONSIBILITIES:

• Perform opening and closing procedures as directed by management
• Adherence to deadlines; achieve process requestby dates and hit internally defined timeframe intervals for workflow
• Responsible for handling higher level and more complex files; assists in assigning files to appropriate IC in the absence of the Team Leader; monitors Team Leader daily workload.
• Reviews/prepares various applications and supporting documents to be submitted to various CIBT global offices if required.
• Ensures that Team Leaders provide quality customer service; investigates and resolves problems escalated by their team.
• Maintain deep content knowledge on all aspects of CIBTs business process to complete orders and maximize systems capabilities
• Supports accounts management staff to find resolutions to client concerns
• Open and process files in accordance with duties outlined in the IC SDSS job description if required.
• Assessing training gaps and feeding back to staff in a positive manor for improvement.
• Collectively manage the distribution of daily work assignments conducted by the Team Leaders to ensure efficient functioning of the team.
• Provides training assistance and guidance to new team leaders and members
• Ensure all staff follow all CIBT compliance regulations
• Other duties as assigned by management.

REQUIREMENTS:

• Bachelors Degree and one two years experience or equivalent combination handling teams and team leaders.
• Highly desirable: experience in highend retail travel hospitality or embassy/consulate relations. 1 foreign language knowledge is an addon value but not mandatory.
• Fluent in English with strong communication and interpersonal skills: clear written and verbal communication with demonstrated understanding of communication methods and styles; articulate clearly and concisely in a professional and hospitable manner.
• Excellent organizational and time management skills: adhere to deadlines and adapt to changing circumstances; handle high volume while maintaining excellent attention to detail; monitor own work and selfedit.
• Ability to problem solve; analyze information and apply expertise and provide solutions.
• Able to adapt to changing circumstances and prioritize work accordingly. Selfstarter with desire to show ownership and commitment to role.
• Proficiency with computer software aptitude for learning new programs and commitment to data integrity.

COMPETENCIES:

The following competencies have been identified as critical for success in the role and will be referred to during the assessment feedback and evaluation process.

• Teamwork: working with people.
• Communication: presenting and communicating information
• Problem Solving: analyzing writing and reporting suggesting resolutions understanding clients needs.
• Organizing and Executing: delivering results and meeting customer expectations planning and organizing.
• Initiative: taking ownership of customer relationship seeking information taking timely action.
• Adapting and Coping: adapting and responding to change coping with pressures and setbacks.
• Expertise: learning our systems products and process staying abreast of regulatory changes.

Required Experience:

Manager