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People Mobility Service Delivery Specialist (ASEAN Immigration Lead)

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00501697


- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.


A Specialist within People Mobility Service Delivery (PMSD) is responsible for assisting in the delivery mobility services in connection with all Accenture cross border policies and for understanding and escalating risk area’s and compliance issues for the country(ies) of responsibility within their region under the supervision of the PMSD ASEAN Manager. In addition, the PMSD Specialist is responsible for providing assistance and support related to the control points agreed with the PMSD offshore team to ensure smooth delivery of mobility operations under the supervision of the PMSD ASEAN Manager.

Job Responsibilities:

Immigration Operations:

  • Oversee all aspects of the Visa and Immigration Service, ensuring that the process runs smoothly.
  • Run regular quality checks to ensure that system/related parties provides accurate service concerning immigration
  • Support efficient working of countries to deliver consistent services, better results, drive improvement and reduce cost
  • Monitors delivery performance and quality using metrics and status reporting and implement continuous improvements
  • Apply understanding of assigned business process to identify gaps and propose continuous improvement measures.
  • Provide continuous improvement to processes, tools, metrics and training, based on ongoing experience, process metrics and feedback from process users and other stakeholders to drive further efficiency in the organization
  • Take full responsibility of all Immigration issues and drive successful resolutions
  • Remain up to date with any changes to legislation
  • Ensure all tier 3 immigration questions are answered
  • Counsel and respond to queries from human resources, managers and employees on all global immigration-related matters. This would include visa processing, documentation, visa options, risks, timelines, etc.
  • Update internal PMSD Delivery team on new immigration policies and procedures
  • May be required train some Human Resource (HR)/Project staff to enhance their understanding of immigration rules to help them to fulfill their roles to a high level
  • New country start-up - once immigration positions are signed-off, define preliminary requirements for immigration (docs, process, qualifications etc)
  • Provide our services as part of an integrated, cross-enterprise team supporting global mobility for Accenture

Risk & Compliance Management

  • Manage risk and compliance with regards to immigration requirements
  • Ensure PM functions are in place to drive compliance with applicable immigration law
  • Ensure delivery of employee immigration operations by service delivery teams in accordance with internal policy and legal requirements
  • Highlight and train any change in process to PM Service Delivery teams where they are managing the entire or parts of the immigration process.
  • Monitor immigration compliance controls
  • Provide support for Emerging Technology & Innovation (ET&I) team for controversy issues
  • Perform customer request/problem identification and follow defined incident notification and escalation procedures to ensure they are communicated effectively and receive proper management attention to be resolved correctly

Vendor Management

  • Ensure working relationship with external immigration service provider in local country is established, Statements of Work (SOW) are completed and deliverables for immigration compliance are set up and met
  • Maintain good relationships with appointed immigration service providers and ensure that employees are receiving quality service at all times
  • Review demand forecast and design action plans with vendors. Identify opportunities to standardize and rationalize across vendors and reduce cost based on prior track record
  • Participate in operational planning with service providers – define the fiscal year targets, gather needs, estimate the increase of volumes, agree on the annual contract, maintenance Service Level Agreement (SLAs) etc.
  • Conduct regular review meetings with relevant stakeholders for vendor satisfaction and utilization, review and report service performance, and satisfaction results. Review performance report, understand deviations and suggest action plans
  • Maintain consistent metrics across service providers responsible for SLA and Key Performance Indicator (KPI) maintenance and improvements
  • Where applicable, negotiate costs with the support of the procurement team


  • Work with PM Tax and Immigration Advisory Team to alert leadership/stakeholder of any relevant immigration law changes or procedures that affects Accenture
  • Provide complex client engagements with immigration analysis and accurate advice on strategic/time/effective staffing decisions during proposal, deal shaping and engagement life cycles
  • Analyse and provide solution for complex immigration situations and inquires


  • Contribute to the review and updating of immigration positions


  • Maintain Immigration Toolkit/Travel Needs Assessment Tool information
  • Ensure immigration tool that contains immigration guidelines is updated on a timely basis when changes occurs


  • Establish relationships with local (ASEAN) key Mobility stakeholders such as HR, Recruitment, Business Project Contacts, and external vendors.
  • Assist with ad-hoc advisory tasks or projects where required
  • Coordinate knowledge sharing sessions and initiatives across relevant stakeholders
  • Assist for successfully transitioning work into the shared service centers on time and within budget. Represent the onshore team, support and manage change through the transition


  • University degree or equivalent higher education qualification
  • Qualification in a related field (e.g. Immigration, Tax, HR) an advantage 
  • 2-5 years with a multinational company in the field of service delivery preferred; experience in immigration, expatriate administration or tax is an advantage.
  • Self-starter, with strong interpersonal, organizational, analytical, and verbal & written communication skills
  • Ability to function as a Team Player and maintain a good working relationship
  • Ability to think and act independently with professionalism, discretion and confidentiality
  • Ability to multi-task, work in a fast-paced and dynamic environment
  • Ability to manage time and meet required deadlines
  • Ability to exercise tact and diplomacy in all dealings
  • Attention to detail
  • Critical thinker with superior issue resolution skills
  • 3rd Party Vendor/Partner & Service Quality Management
  • Proficiency with standard Microsoft applications (excel, word, exchange) plus job specific tools (RMS Connect, Immigration toolkit, share point, etc)
  • Experience in immigration, assignment management or tax
  • Thorough understanding of Accenture’s global policies as applicable to cross border assignments and permanent transfers, and any applicable local country addenda (including travel, immigration, tax equalization, finance)
  • Understanding of Accenture business strategy, objectives and org structure
  • Understanding of border control procedures as well as any related legislation for ASEAN key countries

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development.  You’ll also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.


Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.


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