Senior Director / Vice President, Center of Excellence

Position Summary

The Senior Director / VP, Center of Excellence (COE) is responsible for leading a highly effective, productive, and scalable COE operation that directly supports CIBT's global business. This role is hands-on, ensuring the COE delivers consistent, reliable services while meeting productivity, quality, and financial goals. Reporting to the Senior Director / VP Operations, the Senior Director / VP, COE works closely with functional and regional leaders, monitoring day-to-day operations, solving problems, and ensuring team members are equipped to deliver results.

This role balances leadership with operational involvement—proactively engaging with stakeholders, addressing issues as they arise, and continuously looking for ways to improve service delivery, efficiency, and cost-effectiveness. As a highly matrixed role, seeks partnerships with key leaders / stakeholders of all departments represented in COE to evaluate programs, vendor relationships, employee relations and work to gain consensus across functions / teams.

Duties And Responsibilities

Operational Leadership

• Oversight of day-to-day COE operations, ensuring teams deliver accurate, timely, and high-quality work to support business partners. Works closely with functional leaders to align priorities and expectations.
• In collaboration with Service Delivery leaders, track and monitor productivity, quality, and SLAs, taking corrective actions quickly when issues or bottlenecks are identified.
• Partner with functional managers to ensure the right resources, tools, and processes are in place to meet daily business demands.
• Lead process improvements and automation projects to eliminate inefficiencies and improve turnaround times.
• Act as the escalation point for operational issues, troubleshooting problems directly with teams and stakeholders.

Stakeholder & Business Engagement

People Leadership & Team Management

Financial & Resource Management

Facility & Local Office Oversight

Continuous Improvement

Additional Responsibilities

Education & Experience

Competencies & Attributes

About Us

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,600 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 27 countries.

With thirty years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies. CIBT offers a comprehensive suite of services under two primary brands : Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients.

We commit to delivering a superior service experience to our clients on each and every engagement.

Skills Required

Team Management, Analytical Skills, Continuous Improvement, Process Improvements