‘Good relationships make difficult work a lot more pleasant’
‘Be clear about what’s possible, explain what’s impossible, and help people find alternatives – that’s my motto.’
The IND’s relationship managers maintain contact with parties that regularly apply for residence permits, and that have been identified as trusted partners. These so-called ‘recognised sponsors’ can be organisations or individuals. They include universities that enroll international students and companies that employ expats.
Talking
Frank doesn’t hesitate when asked what he likes most about his work. ‘The talking,’ he says, laughing. ‘Seriously, I love that I’ve managed to find a job that’s all about talking. Whether it’s on the phone, in person or by email, I enjoy interacting with other people. And when you’ve been coming somewhere for years, you develop warm relationships. That makes the work more enjoyable, but also more human and effective.’
Building relationships
As a relationship manager, Frank has some big names in his portfolio, such as the University of Groningen and Leiden University, and major companies like ASML and KPN. He’s also the point of contact for Tata Consultancy Services, which submits hundreds of visa applications for highly skilled workers every year. ‘The more you talk to each other, the easier it becomes to ask questions and give feedback,’ he explains. ‘When you have a good relationship, you feel comfortable talking about problems, which means you can look for solutions together.’
‘I think the application process for students, researchers and highly skilled workers should be as smooth as possible,’ Frank continues. ‘That’s why maintaining good relations with sponsors is one of my top priorities. I don’t just rely on phone calls and emails – I also organise tours of IND locations and visit sponsors in person. The other day, some people from Leiden University stopped by the IND service desk. We showed them exactly how we handle their applications, which they really appreciated. Things like that provide insight and increase mutual understanding. And it’s a two-way street: a few years ago, I was given a tour at ASML. It’s fascinating to get a behind-the-scenes look at another organisation!’
Link to the outside world
‘Relationship manager’ may sound a bit abstract, but Frank offers a simple explanation: ‘I’m the link between the IND and the outside world. In practice, this means that I collect questions and present them to our internal experts. I then explain their answers in a way that’s understandable to people on the ground. The issues I deal with range from missing documents and double payments to more complex cases, where I have to do a deep dive to find the right answers.’
Frank wants recognised sponsors to know where they stand. They shouldn’t have to sift through policy jargon on some website to find what they’re looking for. ‘We’re not faceless officials, that’s all I’m saying,’ Frank laughs. ‘We want to be approachable, human. Be clear about what’s possible, explain what’s impossible, and help people find alternatives – that’s my motto.’
Wealth of experience
His ‘INDinosaur status’ isn’t just a watercooler joke, Frank says. Having been with the IND for all those years has given him a network, a thorough understanding of the way things work, and a wealth of experience. ‘That comes in handy when there’s a problem somewhere, or when I’m helping new colleagues process applications from recognised sponsors. Given my age and experience, I prefer coaching others to processing applications myself.’
‘My long track record is also useful externally,’ he explains. ‘A sponsor who’s known me for years is more likely to share criticism, which is exactly what I want. Good relationships make difficult work a lot more pleasant. Ultimately, that benefits applicants, sponsors and the IND.’
Choosing your own path
Even after 25 years, Frank is still enjoying his work at the IND. ‘This organisation is made up of a lot of passionate people, who are all trying to do good every day. You can do something meaningful here. For applicants, for chain partners, for the Netherlands. And for yourself.’
‘I started my career here reviewing asylum applications. Then I worked at the service counters, was seconded to the municipalities of Amsterdam and The Hague, and led teams at several centres of expertise,’ Frank concludes. ‘Being able to hop around like that is exactly what makes the IND such a great employer,’ he says. ‘You can choose your own path here. If you don’t like the work you’re doing, you can go do something else. And there’s also room for professional development. That kind of variation ensures that you can keep working here without getting stuck in a rut. In that sense, I’m the poster child for job satisfaction.’