Accommodation & Colleague Experience Manager

Are you passionate about delivering exceptional colleague experiences and driving operational excellence? We’re looking for a dedicated Colleague Experience & Accommodation Manager to lead key HR services across onboarding, accommodation, transport, and offboarding.

Colleague Experience & Accommodation Managers are not designated to one team and will have the opportunity to undergo cross-training in various areas, including Onboarding, HR Operations, Transport, Accommodation, and Offboarding.

What You’ll Do

• Oversee company-provided accommodation support, ensuring smooth check-ins, check-outs, and maintenance follow-ups.
• Guide the team on the worldwide transition of colleagues and families, providing information on (not limited to) Immigration, schooling, living arrangements, cargo, flight arrangements, medical insurance, probation, policies, and much more.
• Drive timely processing to avoid business and colleague dissatisfaction.
• Ensure collaboration between teams, ensuring a streamlined experience with managed handoffs and continuous data and information flow.
• Drive colleague-centric ways of working, extended help for colleagues and dependents.
• Coach the team to manage diverse queries for all levels and demographics.
• Role model HR process knowledge, ensuring confidence in delivery.
• Manage escalations or conflicts where colleagues/stakeholders are not aligned with the policy or the outcome of the process.
• Actively review and improve customer service standards and KPI deadlines, managing expectations where limits are extended and updating the customer in a timely manner.
• Learn to deputize for the CX Director across all streams.
• Train the team in competent performance management, ensuring the team is aligned on the required CX standards.
• Track and analyze customer service standards and KPI, analyze data.
• Contribute to the CX plan, identify lead improvement initiatives.
• Works closely with the stakeholders (Talent Acquisition, HRBPS, Finance, DTD) to ensure a smooth transition from candidate to colleague.
• Managing complex escalation cases, including salary and benefits queries, presenting to HRBP for review, and Leaders for review.
• Mentor team members to encourage personal development and career progression, identify and address knowledge gaps, and upskill where necessary to ensure the highest levels of service and quality.
• Support the budgeting cycle, providing reconciliation data and requirements.
• Shares knowledge of Colleague Experience and Employee Experience strategies.
• Lead continuous improvement initiatives, optimize processes, and support cross-functional HR projects.
• Monitor data accuracy, manage HCM systems, audit reports, and track KPIs to drive performance.

What You Bring

• 5+ years of HR experience with colleagues' accommodation service, including leadership responsibilities.
• 5+ years of experience with Facilities Management
• Postsecondary Education (optional but beneficial): Diploma / Associate / Bachelor’s degree in Human Resources administration or a related field
• Strong interpersonal and customer service skills with a solution-oriented mindset.
• Friendly and warm personality.
• Excellent knowledge of HR operations, onboarding, and accommodation services.
• High attention to detail and a hands-on approach to employee support.
• Proficiency in Oracle HRMS, Excel, and general HR systems.
• Fluency in English; additional languages are a plus.
• CIPD, SHRM-CPP, or relevant HR certifications are highly desirable.

Why Join Us?

This is more than an operations role—it's about making a real impact on people’s lives. You’ll be at the heart of supporting colleagues and their families throughout their journey, contributing to a culture of care, collaboration, and growth.

Ready to make a difference?

Apply now or reach out to our Talent Team to learn more.