EY PAS Global Immigration - Senior Manager 

India, Karnataka, Bengaluru 

227377679

Operations Management:

• Take responsibility for the seamless end-to-end client experience across all services provided by the GDS and the country Immigration practice
• Oversee, coordinate, and manage participating countries across the EY network to ensure all Immigration services per the contracted SoW are delivered and that agreed KPIs/SLAs are met in an efficient and cost-effective manner
• Have oversight and control on Immigration case management, dashboard and client reporting, and KPI/SLA management across delivery teams
• Ensure mailboxes are monitored, client questions and queries are answered in a timely manner, and correct and accurate invoices are issued in accordance with EY’s standard terms
• Engage with key stakeholders such as the Engagement Partner, Onshore Account Lead, EY network country leads, GDS Process Leads, and client immigration corporate program owners
• Foster strong relationships with client contacts and broader stakeholders
• Work closely with teams to proactively identify and resolve issues, including the management of escalations as part of ongoing service delivery
• Independently create value for clients by leveraging excellent project and change management skills
• Draw from past client experiences to deliver superior outcomes

Quality Framework Experience:

• Establish a strong quality framework to ensure operational processes are executed with accuracy, compliance, and consistency.
• Conduct quality audits, reviews, and provide actionable feedback to operations teams.
• Monitor key quality metrics and drive initiatives to continually enhance service delivery and client satisfaction.
• Manage and enhance EY’s risk management protocols and engagement requirements, diligently safeguarding the Firm’s data protection and adhering to all related Quality and Risk Management (QRM) requirements

Project Management Experience:

• Develop and manage comprehensive project and transition plans, encompassing roadmaps, work plans, budgets, timeframes, and clearly defined responsibilities and accountabilities
• Lead the smooth delivery of project outcomes through status tracking, issues & risk tracking, change control monitoring, and reporting to project stakeholders
• Monitor and analyze engagement financials
• Conduct detailed budget to actual variance reporting to inform strategic decision-making
• Lead all special initiatives

Training & Development

• Design, implement, and manage structured training programs for new hires and experienced employees within the GI Americas Operations function.
• Develop comprehensive onboarding, technical, and soft skills training modules tailored for immigration operations roles.
• Create assessment frameworks to measure learning effectiveness and operational readiness of the trainees.
• Support immigration operations leaders in deploying trained resources into live roles efficiently and effectively.
• Partner with Talent Acquisition and Workforce Management teams to forecast and plan hiring and training needs.

Skills and Attributes for Success:

• Exhibits exceptional transformative leadership skills to motivate and guide teams
• Communicates effectively with stakeholders at all levels
• Analyzes complex situations, identifies critical issues, and makes informed, timely decisions
• Possesses exceptional analytical skills with a keen attention to detail
• Maintains resilience under client and leadership pressure
• Employs team-building skills to create a culture of continuous learning and innovation
• Fosters strong internal and external relationships
• Cultivates robust and long-lasting client relationships

Key Qualifications:

• Bachelor’s degree required; Master's degree preferred (HR, Business Administration, Operations Management, or related fields).
• 12–15 years of total experience with experience in Learning & Development, Training, Quality Assurance, or Operational Leadership roles.
• Prior experience in immigration services, mobility, legal operations, or related industries is preferred.
• Proven track record in building and scaling training and quality programs.
• Experience managing teams and leading cross-functional projects.
• Strong understanding of project management principles.
• Expertise in building competency frameworks, conducting assessments, and deploying learning technologies is a plus.

What We Offer:

• Continuous learning: Develop the mindset and skills to navigate whatever comes next
• Success as defined by you: Provide the tools and flexibility to make a meaningful impact, your way
• Transformative leadership: Gain the insights, coaching, and confidence to be the leader the world needs
• Diverse and inclusive culture: Be embraced for who you are and empowered to use your voice to help others find theirs