Job Purpose
Implement and prioritized assessment activities under FKW Assessment Unit for the delivery of expatriate services to ensure quality services on timely basis and towards achieving department goals and client satisfaction.
Roles And Responsibilities
- Manage and monitor the delivery of expatriate services under FKW Assessment Unit and oversee transactional activities in Business Unit to ensure quality service and timely delivery
- Review, evaluate and provide recommendations for employment and other related pass applications submitted by the companies during the Foreign Knowledge Worker (FKW) Approval Panel Meeting within stipulated time to ensure the work process is consistent and the service delivery is efficient
- Manage communication with clients on KIV matters via email, phone calls, and walk-in
- Ensure client satisfaction and loyalty by delivering excellent service and focusing on understanding clients needs
- Diagnose and resolve problems identified or raised by clients or other related enquiries
- Provide consultancy and assistance to clients whenever required
- Respond to complaints in an efficient manner and proactively respond to issues and problems
- Liaise and communicate with Immigration Unit (Expatriate Services Division) of MDEC Cyberjaya on any issues arises pertaining to expatriate matters which requires special attention
- Monitor and analyze performance using the performance measurement system to ensure agreed quality standards and timelines are achieved
- Monitor applications in the Verification Officers bin, ensuring they are processed and completed within stipulated time
- Ensure to provide timely and accurate updates of data for the monthly team performance report, and analyze and resolve delivery issues raised
- Coordinate team monthly performance meetings to monitor performance and resolve operational issues
- Understands to use databases to make appropriate analysis
- Contribute to process efficiency by reviewing them and making recommendations for improvements
- Undertake special assignments, ad-hoc functions, and related duties as and when necessary.
