Immigration Team Leader

1. Position Overview:

The Immigration Team Leader acts as a senior technical resource within the team, supporting the Immigration Manager in delivering exceptional client service and operational outcomes. The role assists with complex matters, workflow coordination, quality assurance, capability development and continuous improvement initiatives while maintaining an active case portfolio.

Working closely with the Immigration Manager, Centre of Excellence (COE) and broader business teams, the Team Leader supports consistency in service delivery, promotes operational best practice and contributes to the achievement of team and business objectives.

The role is suited to individuals who have demonstrated strong technical capability, ownership, collaboration, initiative and a willingness to support colleagues and contribute to team success.

2. Duties and Responsibilities:

Operational Management

• Review and supervise all aspects of immigration casework, including forms, email correspondence and draft letters.
• Support the delivery of immigration services across the team, ensuring cases are managed efficiently, accurately and in accordance with service standards.
• Supervise the preparation and submission of complex and VIP cases.
• Maintain responsibility for a portfolio of complex, strategic or high-profile cases.
• Conduct regular case reviews and quality assurance activities to ensure consistency and accuracy of work.
• Monitor KPIs and service delivery against client SLAs.
• Manage case initiations, ensuring new cases are allocated appropriately and promptly.
• Provide technical immigration guidance and support to consultants and senior consultants.
• Act as an escalation point for complex case matters and operational issues.
• Investigate and resolve issues escalated by team members and clients.
• Handle client enquiries for assigned clients and matters.
• Prepare Root Cause Analyses (RCAs) within prescribed SLA timeframes.
• Propose and implement service recovery solutions where required.
• Identify and implement opportunities to improve service delivery, operational efficiency and client outcomes.
• Review and disseminate reports to ensure data integrity, timely billing and service standards are maintained.
• Support invoicing, credit control matters and issue escalation where required.
• Work with internal stakeholders to resolve operational and technology-related issues.
• Ensure adequate team coverage during periods of leave and increased workload.
• Assist with coverage across teams, offices and practices as required.
• Maintain up-to-date knowledge of immigration legislation, policy developments and internal procedures.
• Escalate significant operational risks, trends and concerns to the Immigration Manager.

Centre of Excellence (COE) Collaboration

• Partner with the COE to identify opportunities for process improvements, standardisation and operational efficiencies.
• Support the implementation of new processes, procedures, technologies and service delivery initiatives developed through the COE.
• Provide feedback and recommendations to the COE regarding operational challenges, client needs and improvement opportunities.
• Act as a key stakeholder in the testing, refinement and implementation of operational processes and technology solutions.
• Support the development, maintenance and adoption of operational best practices, knowledge resources and standard operating procedures.
• Work collaboratively with the COE and broader business teams to drive consistency, quality and continuous improvement across immigration service delivery.
• Act as a bridge between the operational team, Immigration Manager and COE to support successful delivery of business improvement initiatives.

Client Management

• Develop and maintain effective working relationships with clients and internal stakeholders.
• Act as a trusted point of contact for immigration-related enquiries.
• Support the delivery of a consistently high standard of client service.
• Assist with management of complex client matters and service-related issues.
• Act as an escalation point for client concerns and work towards practical solutions.
• Participate in client meetings, case reviews and service discussions where required.
• Work collaboratively with internal stakeholders to support positive client outcomes.
• Support account management activities and client relationship initiatives.
• Ensure client expectations, deadlines and service standards are met.
• Contribute to client training sessions, immigration updates and knowledge-sharing activities.

People Management

• Support Consultants and Senior Consultants through day-to-day guidance, coaching and technical assistance.
• Act as a senior technical resource and mentor to team members.
• Assist with onboarding, induction and integration of new employees.
• Support training delivery, knowledge sharing and capability development across the team.
• Identify individual development opportunities and training needs and provide recommendations to the Immigration Manager.
• Assist with monitoring work quality through regular file reviews, case discussions and constructive feedback.
• Support team members in managing workload, priorities and client expectations.
• Hold regular informal check-ins with team members regarding workload, development and operational matters.
• Conduct team meetings to review client updates, process improvements, operational priorities and business updates.
• Disseminate business and practice updates to the team in a timely manner.
• Support employee engagement, collaboration and team morale initiatives.
• Encourage adoption of best practices, processes and tools implemented across the business.
• Support team members through process changes and continuous improvement initiatives.
• Escalate performance, conduct or resource concerns to the Immigration Manager where appropriate.
• Act as a role model by demonstrating accountability, ownership, teamwork, collaboration and client service excellence.
• Support succession planning, capability development and career progression discussions within the team.

Key Competencies

• People, management, development and support
• Planning and organising
• Business and commercial awareness
• Technical expertise and competence
• Networking and relationship management
• Leading and results achieved
• Persuading and influencing
• Adapting and responding to change

Person Specification

• Significant experience providing Australian immigration advice and services.
• Strong technical knowledge of Australian immigration legislation, policy and procedure.
• Proven experience managing complex immigration matters.
• Excellent written and verbal communication skills.
• Strong client relationship management skills.
• Ability to manage multiple priorities and competing deadlines.
• Strong organisational, analytical and problem-solving skills.
• Demonstrated ability to support, mentor and share knowledge with colleagues.
• Demonstrated ability to provide guidance and assistance to team members on technical and operational matters.
• Consistently demonstrates ownership, initiative and accountability.
• Proven ability to build effective working relationships with clients and colleagues.
• Strong attention to detail and commitment to quality.
• Ability to influence positive outcomes through collaboration and technical credibility.
• Demonstrated commitment to continuous improvement and operational excellence.
• Ability to adapt to changing priorities and business requirements.
• Experience supporting the development and capability growth of colleagues.
• Experience conducting quality reviews and technical oversight activities.
• Understanding of workflow management and service delivery requirements.
• Registered Migration Agent status or eligibility to obtain registration.
• Commitment to delivering exceptional client service.

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at GlobalRecruiting@cibt.com