Manager, Domestic Operations
Manager, Domestic Operations
Dallas, TX
Our Client, a global mobility service provider and leader in the market place, is searching for a newly created position – Manager, Domestic Operations. The position is dedicated to a significant corporate account. The Manager will be responsible for managing all aspects of the day-to-day activities of the Domestic Operations team members (currently eight direct reports), working with Client Solutions on new client implementations and developing relocation policies, practices and processes as needed with the client contact(s), overseeing the client relationship while collaborating with Client Services and Sales Development to retain and expand the services to the client while serving as the subject matter expert for escalation resolution. Our Client needs a Manager with a passion and detail for domestic service delivery with a willingness to dive “into the details” of all aspects of the corporate client’s relocation program, relocating transferees, home disposition processes, billing, account receivable collections and ability to assist with change management.
POSITION RESPONSIBILITIES:
- Manage daily activities of the team members to ensure quality service delivery to the client and their transferees including monitoring service levels & return rate metrics
- Coach, mentor and develop team members including performance management
- Monitor caseload and Consultant capacity to ensure equally balanced work distribution and delivery of quality service
- Understand and maintain accuracy of caseload reports
- Assist CSVP/Director in managing client relationships with a focus on timely responsiveness as appropriate for clients
- Ability to look ahead and anticipate both internal and external client needs
- Be proactive in supporting all account functions with the CSVP and identifies strategic solutions to solve challenges
- Ensure team members have tools and resources needed to perform role responsibilities including but not limited to current, accurate and complete information regarding client policy, service partners/suppliers, service metrics and expectations
- Serve as point of contact for and resolution of escalated issues; escalate issues further to SVP/ VP as appropriate
- Review operational reports for data integrity and accuracy prior to outputs being sent to client(s)
- Conduct and facilitate calls with client(s) for file status and transactional updates
- Manage review of exceptions prior to making recommendations to client
- Work collaboratively with colleagues and with service partners pertinent to execution of position responsibilities
- Participate in prospective client pursuits including but not limited to contributing to RFP documents and implementation projects
- Coordinate operations efforts for clients with both domestic components
EDUCATION
Bachelors Degree or Equivalent combination of experience, skills, training and education
TRAINING and EXPERIENCE:
● 5+ years successfully managing service delivery teams or in positions of increasing responsibility within the relocation or consulting industry or in global organizations with a defined domestic and global mobility program
● Must have an intense working knowledge of domestic mobility disciplines and a positive would be to have working knowledge of international / global mobility disciplines as well.
● Working knowledge of GROW/Assignment Pro a plus
● Relationship building sensitivity/skills at multiple levels within client/partner organizations
● Advanced knowledge of various software packages including but not limited to Microsoft products and Outlook
●Excellent verbal and written communication skills with all levels within organizations
●Travel independently as required by Company and or client
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.
