Head of Residency, Citizenship & Client Experience

About KB GroupKB Group advises private clients on residency and citizenship by investment, corporate structuring, and international mobility. Our clients are high-net-worth individuals and families making significant, often life-changing decisions about where they and their children will live, work, and hold citizenship. They come to us because the stakes are high and the process is complex.We are building a residency and citizenship function that is measurably better than the market standard - faster, more transparent, and materially easier for clients to live through. This role leads that.The OpportunityThis is not a caretaker role. You will own residency and citizenship delivery end to end, and own the client experience across the whole journey - with the mandate to redesign how both work, not simply to keep them running.The role has a defined, published progression path to leadership level, assessed against a transparent KPI scorecard rather than at anyone's discretion. If you deliver against it, the route is clear and the criteria are known to you from day one.You will work directly with the Managing Director, with real influence over how the department is built, staffed, and measured.What You Will OwnCase delivery and compliance•  End-to-end delivery of all residency and citizenship cases across KB Group's active programmes, including UAE Golden Visa, citizenship-by-investment, and related residency products.•  Case processing that meets or beats programme benchmark timelines, with submissions that are accurate, complete, and compliant with the relevant authority's requirements.•  Quality assurance over submissions, to minimise avoidable rejections and resubmissions.•  Monitoring programme and eligibility changes across all active jurisdictions, and escalating them promptly to leadership and Marketing so that client advice and advertising stay accurate.Client experience•  The client journey from post-sale handover through to completion - clients informed, supported, and never left waiting without an update.•  Response-time standards across the team, set and enforced.•  Complaint handling: resolution, escalation where needed, and root-cause follow-up so the same issue does not recur.•  Post-completion client feedback (CSAT and NPS) - running it, reading it honestly, and acting on it.•  Building the conditions for referrals: an experience good enough that clients recommend us unprompted.Commercial contribution•  Growth of the residency and citizenship vertical, working with Sales on conversion, retention, and case volume.•  Cross-sell opportunities where a completed client has a genuine need for a second programme or service.•  Case margin, protected through efficient delivery and cost control within the vertical.Team leadership•  Line management of the case management team - workload, supervision, and quality of output.•  Building capability so that standard cases are resolved without escalation, and required training and programme certifications are completed.•  Recruitment, onboarding, and retention within the department.Strategic contribution•  Leading at least one cross-functional initiative or new programme rollout per review period.•  Representing KB Group externally - partner institutions, government and embassy liaison, agency relationships, and MOU discussions.•  Contributing to budget forecasting and cost control for the vertical.What Success Looks Like in the First 12 Months•  Case turnaround times are measured, published internally, and consistently within programme benchmarks.•  Client satisfaction is tracked systematically rather than anecdotally, and the referral rate is rising.•  The case management team handles standard cases without escalation, and nobody is a single point of failure.•  At least one significant process or system improvement has been delivered, not just proposed.•  Leadership has clear, reliable visibility of delivery performance without having to ask for it.What We Are Looking ForEssential•  At least five years' experience in residency and citizenship by investment, immigration advisory, or a closely related regulated advisory field.•  Strong working familiarity with immigration and investment migration programmes - eligibility criteria, application routes, processing requirements, and how programme rules differ between jurisdictions.•  Sound understanding of the immigration laws and regulatory frameworks underpinning those programmes, and the ability to track and interpret changes to them as they occur.•  Demonstrable ownership of case delivery - not just processing, but accountability for outcomes and timelines.•  Experience managing or supervising a team, with evidence of developing people rather than simply allocating work.•  Excellent client-facing communication in English, written and spoken, with the judgment to handle sensitive or dissatisfied clients directly.•  Solid grasp of compliance and documentation standards in a regulated environment, including KYC and source-of-funds requirements.•  Comfort with CRM and case management systems, and with working to measurable service standards.Preferred•  Formal education or qualification in immigration law,  preference will be given to candidates holding a degree, postgraduate qualification, or specialist certification in immigration law.•  Direct experience of UAE Golden Visa processing and of Caribbean or European CBI programmes.•  Arabic, Russian, Hindi, or another language relevant to our client base.•  Legal qualification or background more generally.•  Experience building a client experience function rather than inheriting one.How you work•  Discreet. You will handle passports, financial records, and source-of-funds documentation belonging to people who value their privacy highly. Confidentiality is a condition of the role, not a preference.•  Calm under pressure, and willing to take the difficult client call yourself rather than delegate it.•  Organised in a way that survives volume - you keep track without being chased.•  Direct. You raise problems early, including the ones that reflect badly on your own department.Performance and ProgressionPerformance is assessed against a published KPI scorecard, weighted across five areas: case delivery and compliance (30%), client experience (25%), commercial contribution (20%), team leadership and development (15%), and strategic contribution (10%). Targets are calibrated with you against baseline performance before the review period begins - agreed, not imposed.