Operations Manager – Domestic Relocation Services
OPERATIONS MANAGER – DOMESTIC RELOCATION SERVICES
Atlanta, GA
The Operations Manager is responsible for operational and line management of a Team of Relocation Consultants and fulfilling a day-to-day supervisory role within the Team. The Operations Manager serves as point of contact for the consultants relating to day to day transactional issues and escalation. In addition, responsibilities include all training and development for team members in the office.
Essential Functions/Major Responsibilities
- Plans, organizes and directs the day-to-day service team activities and leads team through exemplary service and compliance to Lexicon policies and procedures.
- Manages the team to meet/exceed quality service, data integrity and production goals.
- Recruits, interviews staff and conduct performance reviews for department personnel.
- Assesses developmental needs of employees and assists in training and development of staff consistent with company-wide practices. May include creation of training documents.
- Assists with managing relationships with all assigned accounts as a back up to Director/Account Manager, ensuring a high level of client satisfaction with relocation services.
- Coordinate all training and ensures that team is kept up to date with new processes.
- Responsible for participating in the management of account profitability with Account Manager; develops and manages the revenue/activity/headcount for the team.
- Completes corporate and team projects as required.
- Provides input to senior management on decisions related to the operations function of the company.
- Participates in benchmarking analysis and provides assistance in developing and implementing new policy provisions
- Researches data that are essential and applicable to a specific relocation situation when the requirements are not yet available within the company or from service partner(s)
- Produces standard and custom reporting to the client and participates in developing new reports per client specifications
- Demonstrates a willingness to improve job-related skills, responding to direction and constructive feedback in a positive and professional manner
- Shows flexibility and creativity in completing work assignments
- Attends and actively participates in all team related meetings and training as deemed appropriate
- Manages all operational reporting to ensure data integrity is in compliance with company requirements (this includes weekly reports for management fees, and referral fees).
- Performs file audits as required to ensure client contract and company compliance.
- Develops and maintains a positive and professional working relationship with all members of the team, customers, Clients and service partners
- Accepts additional job assignments and participates in project work as requested
- Adheres to all company policies and procedures as outlined in the employee manual and Lexicon’s Policy and Procedures manual
Specific Job Skills
- Demonstrated leadership skills required.
- Excellent verbal and written communication skills for counseling employees at all levels.
- Highly customer service oriented.
- Ability to prioritize and re-prioritize as situations and needs change throughout the workday.
- Ability to multitask and organize workflow to meet deadlines and prioritize work
- Requires ability to act independently and provide guidance/advice to counselors, transferees, providers and clients and to lead global projects and interface with client’s global HR, payroll, providers, and others.
- Computer proficient and capable and comfortable in learning customized software necessary for the specialized tasks related to relocation activity and expense tracking.
- Demonstrated ability to work across cultures.
- Ability to think strategically in problem solving situations
Education and/or Experience
- College degree (Masters Degree preferred) or equivalent experience required.
- Minimum four years’ supervisory experience or equivalent.
- Minimum four years’ relocation counselor or equivalent experience.
- GMS. CRP designation preferred.
- Infrequent out-of-town travel, to possibly include overnight.
If you have the experience and skills outlined above and are interested in this unique work arrangement, please submit your resume to us at www.signature-source.com or send a copy of your resume via email to us (Word format preferred) to contactus@signature-source.com.
