The Manager is responsible for managing an operations team consisting of 6-12 Global Assignment Consultants who provide day-to-day service delivery of the clients’ relocation programs. In this capacity, the MSD is responsible for monitoring service level metrics for the team and annual performance reviews for all direct reports. This position also serves as a catalyst for demonstrating all SIRVA leadership behaviors
Manage team member performance in alignment with the SIRVA performance management process. Provide mentoring, performance review and salary administration for all team members in collaboration with relocation training develop a training structure for each member of the team. Be involved with hiring of all team members and lead efforts to create a team environment where associates are passionate about what they do and this passion is reflected in their daily routine. Identify high talent/high potential associates and lead the further development of these individuals. Supervise and mentor GACs in order to ensure the team’s achievement of positional metrics as set. Monitor and ensure the quality of the work product and balance workload across team in order to provide the highest quality of service.
Identify opportunity for process improvement and lead the implementation of changes to improve productivity. Work with operations leadership to define process, identify best practices and drive process improvement consistency throughout the team. Facilitate cross departmental communication by teaming with other departments when tasks need to be handled.
Act as a first point of contact in the escalation of all transferee issues that cannot be resolved by the GAC. In this capacity, work with the GAC to determine appropriate next steps and ensure actions identified are taken and shepherd the issue through to resolution.
Partner with Director Client Engagement to achieve client goals and participate in client reviews as required. Communicate client specific metrics to team and monitor/measure metrics to ensure compliance.
As required, participate in sales efforts and client site visits. Ensure teams are prepared to communicate SIRVA processes and provide positive impact for SIRVA.
Strong ability to lead teams, recruit, manage, develop staff
Strong problem solving and conflict resolution skills
Financial/accounting knowledge preferred
Understanding/embracing the direction of SIRVA
Strong oral and written skills
Undergraduate degree in related field required
5 years related experience in relocation preferred
Overseas living and/or second language preferred
3-5 years management experience
1-3 years of global operational management experience required
CRP preferred within 2 years of entering the relocation industry