Operations Assistant Manager, Workright

Fragomen

  • Kuala Lumpur
  • Permanent
  • Full-time
  • 1 month ago
Job DescriptionThis role is critical to driving the Firm’s strategic imperative of operational excellence by overseeing the WorkRight employment verification Shared Services team in Malaysia. The WorkRight Shared Services team plays a pivotal role in ensuring operational efficiency, consistency, and enhanced service excellence. The Operations Manager, WorkRight Shared Services will serve as the primary point of contact for managing WorkRight assessor operational processes, and team performance.You will be responsible for the day-to-day workflow of right to work checks performed by a team of assessors. You will also be expected to oversee change management, risk assessment, and provide insight to technological advancements to support seamless processing of right to work checks.To be successful in this role, you must possess strong operational planning, , quality control, risk management, data analytics, stakeholder engagement, and problem-solving skills.Overview of DepartmentThe WorkRight Shared Services Team provides end-to-end employment verification services to clients globally. The WorkRight platform enables businesses to efficiently manage employment eligibility checks and compliance, ensuring a seamless process for hiring and retaining employees.The WorkRight Shared Services Team in Malaysia is responsible for delivering high-quality support and execution of WorkRight solutions, helping clients meet their employment verification obligations in alignment with regional regulatory frameworks.Key ResponsbilitiesClient Relationship & Service/Operational Excellence
  • Oversee the WorkRight employment verification process for worldwide clients, ensuring accurate, timely, and compliant execution.
  • Ensure teams deliver high-quality work within agreed-upon timelines, ensuring service levels are met.
  • Support the implementation for new clients, collaborating with internal teams to establish efficient workflows and ensure seamless onboarding.
  • Proactively identify process inefficiencies and recommend automation and technological enhancements.
  • Provide training and knowledge-sharing sessions to team members, ensuring up-to-date understanding of employment verification standards.
  • Regularly analyze client data and feedback to Client Leads, identifying trends and opportunities to enhance WorkRight service offerings.
  • Escalate to Client Leads issues and lead the implementation of refined processes to ensure operational consistency and efficiencies.
Productivity, Accoutability & Efficiency/Process Improvement
  • Ensure WorkRight’s database is maintained with accurate, up to date information, ensuring compliance with data privacy regulations.
  • Monitor and report key performance indicators (KPIs) for WorkRight’s operations, identifying areas for improvement.
  • Coordinate root cause analysis and corrective actions for process discrepancies or service issues.
  • Identify and recommend process improvements and automation solutions to enhance operational efficiency.
  • Assist in testing system updates, logging bugs, and working with Fragomen’s technology team to drive system enhancements.
  • Participate in special projects, such as optimizing WorkRight workflows or expanding verification services in new jurisdictions.
  • Maintain up-to-date knowledge of employment verification regulations.
  • Work closely with Fragomen’s technology team to drive updates, address system bugs, and propose enhancements to WorkRight’s functionality.
Communication
  • Be responsive to queries from colleagues.
  • Advise teams of delays or potential issues with cases.
  • Demonstrate excellent communications skills, including active listeing, verbal and written.
  • Be able to present data and analytics in a meaningful way to internal stakeholder and external clients as required.
Teamwork and Perosnal Leadership Team Support & Training
  • Lead onboarding and training of new employees, developing training materials, and sharing knowledge within the WorkRight Shared Services team.
  • Collaborate with the Operations Director, WorkRight Shared Services and others to ensure that team performance aligns with service delivery expectations.
Qualifications & ExperienceWe are looking for a detail-oriented and organized professional with a strong background in employment verification, client services, and shared services operations. The ideal candidate should have:
  • Minimum five years of experience in operational activities such as document comparison, cross referencing of data to ensure accuracy, and/or experience in onboarding processes that require identity verification.
  • Prior experience in technology-driven employment verification solutions is a strong advantage.
  • Strong project management and client engagement skills, with experience leading implementation initiatives.
  • Exceptional ability to build and manage relationships across diverse cultures and functions.
  • Experience working in a HR shared services, specifically employee onboarding is an advantage.
  • Proficiency in data analysis, reporting, and process optimization.
  • Strong communication skills, both written and verbal, with experience delivering presentations and client training sessions.
  • Ability to work independently, manage competing priorities, and meet deadlines in a fast-paced environment.
  • Advanced proficiency in Microsoft Office, case management systems, and ticketing tools.
  • Demonstrates commitment to excellence, with a proactive approach to driving improvements and embracing change.
This role requires an individual with a strategic mindset, who can proactively drive process improvements and maintain WorkRight’s position as a leading employment verification solution.This role offers a unique opportunity to work at the intersection of immigration services, compliance, and technology. You will contribute to a growing and innovative business area while developing specialized expertise in employment verification.All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.

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