Senior Immigration Specialist, KSA, Amazon Immigration Team📣 Job Ad
| Contract Type | Full-time | |
| Workplace type | On-site | |
| Location | Riyadh |
About the Role
Amazon is seeking a Senior Immigration Specialist to lead its KSA Immigration Operations. This role is responsible for the end-to-end management of all immigration cases within Saudi Arabia, ensuring operational excellence and adherence to local regulations. As a subject matter expert, the specialist will focus on enhancing process efficiency, delivering an exceptional employee experience, and aligning immigration operations with Amazon's business objectives. The successful candidate will oversee the country's immigration program performance, implement quality control measures, and drive process improvements to streamline workflows and mitigate risks. This role requires collaboration with cross-functional teams and proactive engagement with Saudi authorities to navigate evolving regulatory landscapes.
Key Responsibilities
- Manage all KSA immigration case types from initiation to completion, aiming for a First Response Time within 24 business hours.
- Achieve a minimum goal of 90% for Pre-Review (PRR) and ensure adherence to Service Level Agreements (SLAs) on case processing times as defined by Standard Operating Procedures (SOPs).
- Implement quality control measures to guarantee filing accuracy and prevent errors that could result in fines or penalties.
- Provide clear and timely communication to customers regarding processes, required documentation, timelines, and case status, adhering to a one-working-day SLA.
- Validate and securely handle all original customer documents.
- Manage escalations efficiently and effectively.
- Ensure full adherence to agreed-upon quality standards for all end-to-end case management activities.
- Maintain accurate and up-to-date trackers and the case management system to reflect real-time case progress and status.
- Escalate any issues or challenges that disrupt the immigration process in a timely manner.
- Contribute insights and recommendations for process improvement opportunities related to case management.
- Drive end-to-end process improvements to enhance the customer experience, utilizing data-driven insights and strategies to navigate complex scenarios in KSA.
- Oversee the implementation of mitigation plans, leveraging analytics to assess their impact on customer satisfaction and operational outcomes.
- Continuously iterate on strategies to improve efficiency and adapt to the dynamic Saudi immigration landscape.
- Monitor and analyze key performance indicators (KPIs) to evaluate the effectiveness of immigration operations in KSA.
- Lead regular performance reviews (WBRs, MBRs, QBRs) to highlight achievements, address challenges, and implement risk mitigation strategies.
- Collaborate with leadership to develop and execute strategic plans for operational scalability, auditing frameworks, and comprehensive reporting.
- Drive initiatives to enhance process efficiency, streamline workflows, and improve response times while managing ambiguity in the evolving immigration landscape.
- Align resources with operational goals to ensure measurable improvements in key metrics, compliance, and service delivery.
- Foster strategic partnerships with internal stakeholders, including AET, PXT, Legal, and Compliance, to ensure alignment of KSA immigration practices with organizational goals.
- Partner with the country's Public Policy and global immigration policy teams to proactively engage with Saudi government authorities on topics such as Saudization, visa policy, eligibility requirements, and regulatory updates.
- Provide thought leadership on emerging trends, industry best practices, and innovative solutions to navigate complex regulatory requirements.
- Act as a mentor for team members, fostering a culture of continuous improvement, knowledge sharing, and operational excellence.
- Champion process expertise, ensuring readiness to address ambiguity and complex challenges while driving a performance-driven culture.
- Serve as a subject matter expert for team members, providing guidance on complex cases, regulatory queries, and procedural challenges.
- Respond to regulatory changes by monitoring government updates, assessing process impacts, and driving alignment across workflows, SOPs, and communications.
- Participate in cross-functional initiatives, including compliance audits, content updates, and process enhancements, to drive operational efficiency and policy adherence.
- Conduct regular reviews with the team, including case progress assessments and performance discussions, to address challenges and foster accountability.
- Oversee country program performance through dashboards and metrics to monitor SLA adherence, quality scores, escalation trends, and compliance gaps.
- Drive a culture of continuous improvement by encouraging idea implementation and partnering with Quality Control to address compliance and process gaps effectively.
- Build and maintain strong relationships with internal and external stakeholders to identify opportunities for process enhancements, reduce rework, and improve customer outcomes.
- Represent KSA Immigration in leadership discussions and cross-functional planning, advocating for streamlined solutions to meet evolving business needs.
- Collaborate with Talent Acquisition to provide insights on local talent mobility trends, migration corridors, and business-aligned immigration strategies.
Qualifications and Requirements
- A Bachelor's degree or equivalent in Business, Program Management, Human Resources, Employment Law, Computer Science, Finance, Computer Information Systems, Engineering, Operations Research, or a related field.
Required Skills
- Case management
- Process improvement
- Quality control
- Communication
- Data analysis
- Stakeholder management
- Leadership
- Mentoring
Work Environment and Additional Information
This is a full-time position based in Riyadh, Saudi Arabia. The role requires 5-10 years of experience. Occasional travel to Amazon offices may be required, and the candidate will need to work with cross-functional and cross-regional teams as needed. Preferred qualifications include experience in managing an immigration program, which may involve managing external partners, implementation experience, or managing teams. Fluency in Arabic is also preferred.
Requirements
- Requires 5-10 Years experience
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