Manager, Global Operations
Manager, Global Operations
Northern California
Our Client, a highly regarded and respected global mobility relocation management company is in need of a stellar, experienced individual to join the Global Operations team in Northern California. Due to new client acquisition, the regional office continues to grow at a fast pace while the team supports an internationally-known top-tier technology-based companies.
Responsibilities:
- Managing daily activities of the team members to ensure quality service delivery to clients and their transferees including monitoring service levels & return rate metrics
- Coaching, mentoring and developing team members including performance management specific to client processes, policies and procedures
- Monitoring caseload and Consultant capacity to ensure equally balanced work distribution and delivery of quality service Understanding and maintaining accuracy of caseload reports
- Assisting VP 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
- Being proactive in supporting all account functions with the VP and identifies strategic solutions to solve challenges
- Ensuring 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
- Serving as point of contact for and resolution of escalated issues; escalate issues further to SVP/ VP or Director of Global Operations as appropriate
- Reviewing operational reports for data integrity and accuracy prior to outputs being sent to client(s)
- Conducting and facilitating calls with client(s) for file status and transactional updates
- Reviewing policy exceptions prior to making recommendations to client
The right “fit” for the individual will be someone that enjoys client interaction and policy consultation. A dynamic individual who gets how to manage a team and deliver stellar service to the clients. Qualified candidates must have global mobility/relocation experience at the team management level.
Requirements:
- Bachelor’s degree or equivalent experience is strongly preferred
- 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 global mobility program
- Must have a working knowledge of both domestic and global mobility disciplines
- Working knowledge of AREV and GROW/Assignment Pro systems is a plus
- Knowledge of global assignment management and Compensation/Payroll taxation preferred
- 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
- Bonus for international travel
- Bonus for fluency in a foreign language in addition to English
If you have the experience and skill requirements outlined to fill this critical position, please update/input your resume for us at www.signature-source.com. You may also send us a resume (Word document preferred) to contactus@signature-source.com. After our review of your qualifications, if your experience meets the needs of our client, we will be in touch with you to schedule a screening call. If not, please know that we will keep your information confidential and notify you when an opportunity does become available that is a better match for your experience.
