Global Program Support Consultant – Key Strategic Clients / Americas

Position Overview

The Global Program Support Consultant – Key Strategic Clients provides specialist operational support to a designated global client’s business immigration and travel programme

Based in Serbia, the Consultant acts as a link between client employees, client stakeholders, CIBT operational teams and external providers. The role coordinates visa and business-travel requirements, corporate documentation, approvals and Tier 2 escalations for the assigned region.

The Consultant takes ownership of assigned enquiries and escalations, coordinating them through resolution or formal handover. The position also supports service-level monitoring, reporting and continuous improvement.

The position may is assigned to the Americas programme. The core responsibilities and position level remain the same, while working hours, working location and specific coverage requirements are determined by the regional assignment.

The Consultant works within established CIBT and client procedures and does not replace the authority of immigration counsel, legal advisers, Global Security, government authorities or other authorised decision-makers.

Regional Assignment and Working Conditions

Americas Assignment (AMR)

• Primary responsibility for supporting the client’s Americas programme and stakeholders.
• Regular working pattern: Monday to Friday, 09:00–17:00 US Pacific Time, generally corresponding to 18:00–02:00 Serbia time.
• US Pacific Time governs the schedule. The corresponding Serbia hours may temporarily change because the US and Serbia change clocks on different dates.
• The position is remote after completion of the applicable onboarding, training and probationary requirements. Office attendance may be required during training or where reasonably necessary for operational purposes.
• The schedule includes regular night work during the period falling between 22:00 and 02:00 Serbia time.
• The position follows the applicable Americas operational holiday calendar.
• The employee may be required to work on a Serbian non-working public holiday where it is a regular working day under the Americas operational calendar.

Duties and Responsibilities

• Act as a central operational contact between client stakeholders, travelling employees, CIBT teams and relevant external providers for the assigned regional programme.
• Acts as the single point of accountability for assigned escalations and critical cases, ensuring proactive stakeholder management, clear communication, risk mitigation and successful resolution within agreed service standards
• Manage assigned Tier 2 immigration, visa and business-travel enquiries and escalations by coordinating actions across internal teams, client stakeholders and external providers, and facilitating resolution or formal handover where appropriate
• Assess the nature and urgency of incoming matters, coordinate the appropriate operational response and escalate legal, regulatory, security or other material risks to authorized stakeholders.
• Coordinate the collection, review and approval of corporate documentation required for visa and business-travel processes.
• Coordinate regional document-execution requirements, including authorized signatures, stamps, notarization and legalization where applicable.
• Prepare and coordinate invitation letters, cover letters and other supporting documentation required for visa applications.
• Support business-travel and immigration assessments by coordinating information concerning visa requirements, permissible activities, documentation and expected processing timelines.
• Monitor assigned cases, deadlines, service levels and outstanding actions to support accurate and timely completion.
• Maintain clear, professional and timely communication with client employees, client stakeholders, CIBT teams and relevant external providers.
• Maintain complete and accurate case-management records, including communications, documentation, approvals, actions, escalations and outcomes.
• Prepare structured handovers for unresolved matters requiring further action by another regional or specialist team.
• Monitor service performance and support reporting on case volumes, response times, escalations, outcomes and recurring issues.
• Identify service issues, recurring enquiries and process gaps and contribute to root-cause analysis and continuous improvement.
• Follow applicable Standard Operating Procedures, client requirements, escalation protocols and information-security standards, including requirements relating to privacy, confidentiality and records management.
• Cooperate with colleagues and stakeholders across different regions and time zones, complete required training and perform other related duties corresponding to the nature and level of the position, as reasonably assigned by the Manager.

Education and Qualifications

• A university degree or relevant professional qualification is preferred. An equivalent combination of education and relevant professional experience may be considered.
• Typically three to five years of relevant experience in immigration, visa services, business travel, global mobility, professional services or a related international client-support environment.
• Experience managing complex, urgent or sensitive enquiries and coordinating escalations involving multiple stakeholders.
• Good understanding of business immigration, visa and international business-travel processes.
• Experience coordinating corporate documents, approvals, supporting letters, notarization or legalization is an advantage.
• Strong judgement, problem-solving and organizational skills, with the ability to manage multiple cases, deadlines and priorities.
• Strong attention to detail and accuracy in documentation, case records, communication and reporting.
• Strong client-service mentality and professional stakeholder-management skills.
• Ability to work independently while cooperating effectively with colleagues and stakeholders across different countries, regions and time zones.
• Ability to recognize matters outside the authority or expertise of the position and escalate them appropriately.
• Excellent written and spoken English. Additional language skills are an advantage
• Good working knowledge of Microsoft Outlook, Teams, Word, Excel and PowerPoint.
• Experience using case-management, ticketing or client platforms such as Freshdesk is an advantage.
• Ability and willingness to work the schedule and working model applicable to the assigned region.

Compensation & Benefits:

• Expected starting monthly net salary: EUR 1,706 net
• Periodic compensation reviews based on performance, development, market conditions, and business needs
• Hybrid work model
• 23 days of annual leave annually, plus Serbian public holidays
• Private health, life, and accident insurance
• FitPass membership
• Employee referral bonus program
• Employee recognition program (Above and Beyond)
• Learning, development, and career growth opportunities within an international environment
• Complimentary office refreshments, coffee, and seasonal fruit

 About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at GlobalRecruiting@cibt.com.