Relocation Operations Manager

Sirva; São Paulo; Presencial; BRL 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Relocation Operations Manager to oversee destination delivery and coordination services. This pivotal role involves developing and coaching a high-performing team, ensuring quality assurance in relocation services, and fostering strong client relationships. The ideal candidate will have extensive experience in the relocation field, with a strong focus on process improvement and operational excellence. Join a dynamic team where your strategic insights can enhance client satisfaction and drive success in a fast-paced environment. If you are a proactive leader with a passion for delivering exceptional service, this opportunity is perfect for you.

Qualificações

• 10+ years of experience in relocation, with 3+ years in a leadership role.
• Strong proficiency in Microsoft Office, especially Excel and PowerPoint.

Responsabilidades

• Develop and train the relocation team on operational processes.
• Manage client relationships and drive continuous improvement initiatives.

Conhecimentos

Team Development

Quality Assurance

Client Collaboration

Process Improvement

Operational Account Implementation

Communication Skills

Leadership Skills

Organizational Skills

Formação académica

Bachelor’s degree in Tourism/Hospitality

Certifications in destination services

Ferramentas

Microsoft Office Suite

Case Management Systems

Invoicing Systems

Descrição da oferta de emprego

Job Description

Posted Tuesday 15 April 2025 at 04:00

Role Overview

We are hiring an additional Relocation Operations Manager to join our team!

The Relocation Operations Manager is accountable for the strategic oversight and management of destination delivery and coordination services. This role requires ensuring seamless execution of all processes and operations in adherence to company policies and standards.

Key responsibilities include:

• Team Development: Developing, training, and coaching the team on tools, systems, and operational processes to optimize performance and efficiency.
• Quality Assurance: Ensuring the delivery of high-quality relocation services and maintaining stringent quality standards.
• Client Collaboration: Fostering strong relationships with clients, consultants, and internal departments to guarantee successful relocation outcomes.
• Process Improvement: Continuously identifying and implementing process enhancements to improve efficiency and client satisfaction.
• Operational Account Implementation: Leading the onboarding and implementation operational process for new client accounts.

Responsibilities

Training and Development:

• Train the relocation team in the use of the Service Engine system and other relevant tools.
• Ensure team members are proficient in operational processes and templates to execute relocation procedures effectively.

Billing and Financial Oversight:

• Prepare the team for the billing process, addressing any questions or concerns that may arise.
• Review and approve billing and expense reimbursements in coordination with the finance department.

Process Monitoring and Quality Control:

• Weekly 1:1 with Consultants
• Oversee relocation processes to ensure quality standards are met and deadlines are adhered to.
• Resolve inquiries from relocation consultants.
• Guide the team in handling cases, distribute tasks and accounts, and monitor workload and productivity.
• Act as the point of escalation for complex issues, providing solutions and support as needed.

Client Management:

• Manage specific clients, acting as the account manager for local clients
• Build and maintain strong relationships with clients, offering personalized solutions and support.
• Drive continuous improvement initiatives within the relocation process.
• Provide strategic recommendations for process enhancements and implement training programs to elevate team performance.

VIP Process Coordination:

• The Relocation Manager is personally responsible for coordinating the transfer of VIP employees, whenever applicable.

Operational Account Implementation:

• Leading the onboarding and implementation operational process for new client accounts.

Qualifications

Education & Certification:

• Bachelor’s degree in Tourism/Hospitality, International Relations, Business Administrations, or a related field is preferred.
• Additional certifications in destination services, global mobility, or process management are advantageous.

Experience:

• Minimum of 10 years of experience in the relocation field, with at least 3 years in a leadership or management role.
• In-depth experience of direct delivery and coordination processes.

Technical Skills:

• Strong proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• Experience with case management systems as well as invoicing systems.
• Experience in account implementations.

Communication Skills:

• Fluent in English and Portuguese; Spanish proficiency is desirable.
• Excellent verbal and written communication skills, with the ability to communicate effectively with both clients and internal teams.

Leadership and Soft Skills:

• Proven ability to lead and positively influence a team.
• Strong organizational skills, with the capacity to manage multiple priorities in a fast-paced, dynamic environment.
• Ability to maintain a proactive approach and ensure the team meets performance goals.