Santa Fe Relocation is a global mobility company specializing in managing and delivering high-quality relocation services worldwide. Our core competence is providing services that help corporations and their employees as well as individuals and their families to relocate and settle in new places.
The Job
- Manage front line team of Global Mobility Consultants and Admins for objectives on KPIs and overall customer experience Oversee account VIP requirements
- Ensure timely and accurate billing and highlight/escalate potential variances with forecasting to ensure appropriate resourcing and efficient invoicing experience
- Support global project and process evolution
- Support global RFP responses in preparation and presentations
A. DUTIES & RESPONSIBILITIES:
- The GMM role is a critical component of the Santa Fe Assignment service delivery model and team.
- It provides the link between the front line Global Mobility Consultants and the overall operational accountability of the Account Services Manager.
- GMMs carry a caseload of senior or VIP assignees, however the primary purpose is to support their consultants with processes and oversight required day-to-day and to escalate potential issues.
- GMMs also new implementations,train new hires, prepare and deliver reporting, and review third party supplier performance
- Assist the manager where required and perform any and all special tasks or duties directly related to Santa Fe's business activities as requested by the Manager
Principle Accountabilities:
- Oversee team of Global Mobility Consultants delivering best in class end user experience
- Bego-to knowledge resource for questions regarding client policies
- Identify and establish system and resource requirements for each account and its team
- Manage team resources to ensure adequate cover while ensuring appropriate work-life balance
- Run timely billing reports to ensure all relocations are billed accurately andtimely
- Review,maintain, and cascade client communication templates and data integrityprocesses
- Train internally (own teams) and externally (local offices and third party suppliers)on accounts
- Next step in escalation chain to support consultant team and review with manager forresolution
- Liaise closely with Shared Services Team to review and maintain processes and experience
- Maintain team alignment with Santa Fe's mission, goals, and values
- Assist Account Managers and other stakeholders in delivering best possible customerexperience
- Maintain limited caseloadof senior or VIP assignees
Decisionmaking authority: (e.g strategy- impact onbusiness customers/stakeholders people - leadership and teamwork process-operational effectiveness and controls)
- Manage team to ensure client KPIs and SLAs are understood and delivered
- Firstlevel of escalation review and resolution
- Ensureclient reporting is updated and delivered timely
- Raisemonthly and annual billing invoices
B. QUALITYSTANDARDS
- Be fully familiar with theprocedures and process of ISO and FAIM and make suggestions to management onany improvements that could be made to procedures or processes.
- Use customer feedback to evaluate service provision and make recommendations to management whereservices can be improved.
- Perform quality control sitevisits to evaluate Santa Fe's service performance.
- Use the discrepancy reportsystem to make constructive suggestions and improvements.
C. QUALIFICATIONS
- Degreeholder in Business Administration or any related disciplines
- Proficiency in written and spoken English. French & Mandarin Chinese is preferred language
- Proficient computer skills in MS office Word, Excel and PowerPoint
- Related working experience in real estate, immigration, HR outsourcing, or household goods moving sales background.
- Sales oriented, with high energy, excellent interpersonal & communication skill,presentation skill and customer centric solutions.
D. LIAISON:
Senior Management, GroupManagement, Department Managers,Sales Staff, Customers & Suppliers
