Jules Paolo Gonzalez

Assigned to Thailand office as an expatriate to help manage the newly opened Thailand office

• Directly supervise immigration teams [Consular and Documents Practice (CADP) / Thailand Work Permit/ Long Term Resident (LTR) / Urgent Work Permit (UWP) ]
• Present firm capabilities and services to existing and prospective clients
• Manage complex immigration cases and ensure accurate and timely output from the teams.
• Use firm technology platforms to manage cases and team productivity. Ensure team utilize the technology accurately in line with client protocols and ensure that accurate and complete data is entered
• Trained new employees, provide mentoring, coaching and performance management.
• Take part in roundtable events and marketing/business development opportunities
• Lead the team in reaching billing goals.
• Handle escalations and actively contribute to issue resolution
• Collaborate and share knowledge with teams locally and globally to ensure best practice approach in handling cases
• Assist in continuous review/improvement of practices and processes (case processing and workflow) within the team
• Ensure team follow firm standards and policy to ensure client and operational compliance (Data Privacy, Client Protocols, etc)

Supervise APAC Consular and Documents Practice (CADP)

• Manage complex cases and ensure accurate and timely output from the teams.
• Use firm technology platforms to manage cases and team productivity. Ensure team utilize the technology accurately in line with client protocols and ensure that accurate and complete data is entered
• Trained new employees, provide mentoring, coaching and performance management.
• Take part in roundtable events and marketing/business development opportunities
• Lead the team and work with Finance Team in reaching billing goals.
• Handle escalations and actively contribute to issue resolution
• Collaborate and share knowledge with teams locally and globally to ensure best practice approach in handling cases
• Assist in continuous review/improvement of practices and processes (case processing and workflow) within the team
• Ensure team follow firm standards and policy to ensure client and operational compliance (Data Privacy, Client Protocols, etc)
• Participate in APAC management meetings to discuss billing, administrative and operational matters
• Take part in various training programs and apply learning in the role.

APAC Consular Practice and Documents Team (CADP) and Thailand Inbound Immigration Team

• Proactively communicate with clients/stakeholders, within SLAs/team protocols and with a precise, efficient and organized response.
• Anticipate the client's needs and proactively deliver information and updates.
• Present, prepare and participate in client meetings.
• Generate clear, well-organized written work product that demonstrates the accurate application of immigration knowledge and problem solving skills.
• Creating team-wide and client-specific templates.
• Demonstrate and apply deep understanding of procedural and processing requirements for various immigration/consular application types and/or clients.
• Share knowledge with other team members and teams.
• Recognize when changes to immigration/visa policy may impact work, and work with leadership to incorporate changes into processes.
• Effectively utilize technology for efficient work processing ensuring accurate and complete data is entered.
• Independently complete casework and assignments efficiently and accurately.
• Effectively triage tasks as necessary.
• Take a proactive approach to issue resolution, involving supervisor as appropriate.
• Train new employees, and provide informal coaching and mentoring.
• Understand and meet team and/or individual billing/productivity goals.
• Conduct billing and WIP audits as appropriate and ensure issues are swiftly resolved.
• Regularly look for opportunities to improve quality, efficiency, and standardization with new/improved processes, products or services.
• Actively participate in a learning opportunity and training program and apply learning in own role

APAC Consular Practice and Documents Team (CADP) and Thailand Inbound Immigration Team - Individual Caseworker

• Communicate with clients/stakeholders, within SLAs/team protocols and with a precise, efficient and organized response.
• Show empathy and patience with clients' concerns and questions.
• Anticipate the client's needs and proactively deliver information and updates.
• Present and participate in client meetings.
• Generate clear, well-organized written work product that demonstrates the accurate application of immigration/consular knowledge and problem solving skills.
• Create client-specific templates
• Accurately apply procedural and processing requirements for the immigration case types.
• Effectively utilize technology for efficient work processing ensuring accurate and complete data is entered.
• Independently complete casework and assignments efficiently and accurately.
• Proactively escalate questions and issues to manager with proposed action plans and solutions.
• Understand and meet individual billing goals.

Team Leader- Despatch, Billing and Visa Processing

• Mentor and coach staff
• Provide training and orientation for new staff
• Maintain performance standards to ensure quality service and optimal performance
• Manage and oversee the distribution of daily work assignment based on staffing on hand
• Achieve necessary turn-time on work to achieve client request by dates
• Ensure the optimization of consultants across unique job tasks within the team
• Optimize consulate lodgings
• Handle customer problem and escalations relating to courier deliveries, collections and on-going visa applications
• Handle issues and escalations regarding embassy related issues.
• Identify training gaps, develop training materials and assist in implementation of programs
• Monitor staff compliance to security and safety policy regarding handling of passports and documents
• Manage and monitor various mailboxes (emails) to ensure that CIBT adheres to agreed service level agreements
• Ensure all visas and passports are lodged and collected from the embassies
• Ensure all visas are checked for visa issuance, accuracy, type and validity and then despatched correctly.
• Ensure all passports and documents for visa processing and dispatch kept in the office are safely stored by the end of the day
• Ensure all company announcements are passed on to the staff
• Point of contact for any urgent needs of customer after office hours
• Manage system that cover routes and jobs performed by the riders
• Point of contact for embassy agents when there are issues affecting visa submission and release
• Work proactively to identify and communicate to customer any potential issues that would prohibit CIBT from meeting their requested return/visa issuance date.
• Handle rejected embassy submissions by contacting customer and resubmitting the application
• Submit visa applications to different embassies when required

• Arrange courier collections and deliveries
• Coordinate with couriers regarding issues related to documents collection and deliveries
• Perform quality check of visas released by the embassy and advise client of any changes
• Complete embassy reconciliation reports within the set timeframe
• Coordinate with consular offices in order to be informed on all changes in business that impact the services provided.
• Attend to customer inquiries (general and specific applications) received by phone calls
• Professionally handle irate customers
• Respond to email inquiries received (general and specific applications) from clients
• Prepare for visa submission by reviewing customer order form and assessing the accuracy of submitted documents
• Handle all rejected embassy submissions by contacting customer and resubmitting the application
• Utilize phone and email communications to keep customers informed when required
• Ensure all work is properly documented in system (INON)
• Open and process a given amount of error free orders in accordance with office volume
• Submit visa applications to different embassies when required
• Advise management of any learned changes in visa requirements