Our client a company that provides visas and passports for people who travel internationally for business need for a contractor who is able to speak Mandarin to cover for a maternity leave for approximately 3 months. The purpose of the Liaison team leader role is to assist the Operation Manager in the running of day to day process of the Liaison team. Our Liaisons are the face of our client to the Consulates, acting as brand ambassadors by delivering service excellence.
DUTIES AND RESPONSIBILITIES: 1. Acts as our point of contact and the face of our client to the Consulates, maintaining a professional and productive relationship; acts as our clients brand ambassador: a. Review applications prior to submission, ensures applications are free of errors. b. Submits applications to Consulates and picks up finished passports; ensures the appropriate drop off and pick up procedures and Consular etiquette are adhered to. 1. Acts as point of contact between Consulate and leadership team: a. Keeps leadership apprised on any issues or concerns with Consulate; b. Proactively communicates Consulate closings or change in hours c. Updates leadership of any pricing changes/discrepancies and new requirements in a timely manner. 2. Works closely with VPS colleagues, keeping them updated on issues around applications and files; ensures proactive communication and documents updates. 3. Coordinates routes to ensure efficiency and priority deadlines; collaborates with team to ensure coordination of deadlines. 4. Adheres to all Standards of Work and procedures; maintains daily log, itineraries, daily status updates, consular manifest, etc. 5. Responsible for handling higher level and more complex client files; assists in assigning files to appropriate consultants; monitors consultants daily workload. 6. Reviews/prepares various passport and visa applications and supporting documents to be submitted to various embassies/consular offices and the US State Department according to their standards. 7. Ensures that Consultants provide quality customer service; investigates and resolves problems escalated by consultants/clients. POSITION DESCRIPTION , TEAM LEAD LIAISON 8. Maintain deep content knowledge on all aspects of CIBT-s business process to complete orders, and maximize systems capabilities 9. Adhere to appropriate expense and cash handling policies; ensures the appropriate documentation, procedures, and reporting are maintained. 10. Takes ownership and proactively adapts communication method to align with Consulate and customer needs, instilling confidence and building a strong working relationship. 11. Stays abreast of all product and system enhancements and regulatory changes. 12. Understands travel document requirements. 13. Promotes best practices and quality control, follows policies and procedures, and upholds standards of work to ensure compliance. 14. Excels in a fast-paced, dynamic work environment. Perform multiple tasks and navigate systems simultaneously and solves problems as they arise. 15. Represents our values and high level of professionalism through consistently adhering to CIBT-s Standards of Work, teamwork and striving to meet department and personal performance measures. 16. Other duties as assigned. 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. 1. Teamwork: working with people. 2. Communication: presenting and communicating information 3. Problem solving: analysing, writing and reporting, suggesting resolutions, understanding client-s needs. 4. Organizing and Executing: delivering results and meeting customer expectations, planning and organizing. 5. Initiative: taking ownership of consulate relationships, seeking information, taking timely action. 6. Adapting and Coping: adapting and responding to change, coping with pressures and setbacks. 7. Expertise: learning our systems, products and process, staying abreast of regulatory changes. EDUCATION / TRAINING AND EXPERIENCE: 1. BA/BS or Associates Degree and two years- experience or equivalent combination. 2. Highly desirable: experience in high-end retail, travel, hospitality, or embassy/consulate relations and foreign language(s). Valid driver-s license and clear driving record. KNOWLEDGE, SKILLS, ABILITIES: 1. 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 without jargon or complicated language. Highly desirable: fluency in second language. 2. Excellent organizational and time management skills: adhere to deadlines and adapt to changing circumstances; maintaining excellent attention to detail. 3. Ability to problem solve; analyse information and apply expertise and provide solutions. POSITION DESCRITPION - TEAM LEAD LIAISON 4. Able to adapt to changing circumstances and prioritize work accordingly. Self-starter with desire to show ownership and commitment to role. 5. Proficiency with computer software, aptitude for learning new programs and commitment to data integrity. WORKING CONDITIONS 1. Office environment for partial day and local travel. 2. Exposure to external elements (weather) during local travel PHYSICAL DEMANDS: 1. Visual acuity; ability to view computer screen for full shift, approximately eight hours 2. Sitting, walking, standing (50% of day) 3. Biking, driving (25% of day) 4. Manual dexterity for operating a computer, keyboard and mouse 5. Speaking with ability to convey detailed information accurately and clearly 6. Regular lifting and carrying of packages/parcels (no more than 25 pounds)