Read the Job Description carefully, then scroll down for "Details to Register for this Job"...
As a Manager, EVIP Customer Experience and Operations, you will contribute to Sirva’s success by employing best practices and data-driven decision-making to lead a team of EVIP Leads/Consultants. This role calls for an exceptional people leader to successfully manage a team of EVIP Leads and is responsible for the development of the team and continuous improvement of processes and performance.
This role is open to employees based in the EMEA & APAC Regions
What You’ll Be Doing
Manages a team of EVIP Leads to provide an exceptional customer experience through the utilization of data management tools and best practices.
Participates in continuous improvement of processes and integration of tools and technology.
Coaches, motivates and develops team members. Accountable for the successful completion of training of all direct reports and indirect reports required for the business transformation.
Proactively leads performance discussions, performance management, and team development.
Participates in hiring, onboarding, and training.
Responsible for the ongoing education of regional EVIP operational teams
Hold all internal and external stakeholders accountable for the highest quality of service
Responsible for the communication and management of EVIP groups’ customer service expectations
Manages workflows and flexible schedules for team members to ensure adequate workload coverage to optimize customer satisfaction.
Uses all the tools and available reports to have a continual pulse on the operations. Analyzes service and employee trends and effectively uses data to create and deliver solutions.
Ensure EVIP team members manage all moves under the Single Point of Contact service delivery model (unless the client/ customer wishes not to do so)
Coaches team members who are not fully using the technology.
Monitors all EVIP Client SLAs and the experience monitoring for all customers. Analyzes and applies information from dashboards and metrics to offer improvement opportunities.
Day-to-day point of contact for the primary client contact for non-file-related inquiries
Root cause analysis of any Sirva Overall low-quality survey scores. Provide recap to EVIP group leadership/Ops/Account Management leadership/Client as necessary
Accountable for maintaining Client-Specific Documentation (i.e., Checklists, SOP, Service Delivery Guide)
Liaise and partner with EVIP regional managers to adhere to globally consistent processes.
Accountable for ensuring all applicable EVIP-specific policies are fully updated in policy platforms
Uses technology and reporting to ensure data integrity and proper and timely billing of fees.
Handles difficult customer situations and escalations with empathy and confidence.
Partners with internal stakeholders as well as external suppliers to cohesively execute Client SLAs, KPIs, and overall client and customer experience strategy.
Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
As required participates in sales efforts and client business reviews.
Some travel may be needed to meet with high-profile relocating employees or client contacts
What You Bring to Sirva
Education/Experience
University degree or equivalent experience required.
Experience in global mobility or similar customer service roles with a focus on operational excellence
Demonstrable experience in managing high-performing consultants and of forming a high-quality service mindset.
CRP or GMS certification preferred.
Cognitive Skills
Proven ability to adapt to evolving needs and develop solutions.
Results-driven with a creative approach to idea generation and problem-solving. Maintains exceptional organizational and time management skills.
Technical Skills
Experience using workforce management programs preferred.
Experience with generating reports and dashboards and analysis of performance data.
Demonstrated success utilizing dashboards and metrics to drive process improvements.
Intermediate knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook).
Social & Emotional Skills
Experience working in collaborative, cross-functional departments.
Clear, open, and regular communication with team members.
Demonstrated ability to have tough conversations with team members to improve skill and performance.
Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing.
Excellent coach and team leadership skills with the proven ability to motivate and develop a team of high-performing customer experience professionals in a fast-paced, transformative environment.
Excellent conflict management skills for the purpose of resolving escalated employee, supplier, and customer issues.
Demonstrated change management ability.
DETAILS TO REGISTER FOR THIS JOB:
https://globalus231.dayforcehcm.com/CandidatePortal/en-US/sirva/Posting/View/11092?source=IndeedApplied For Many Jobs, But Didn't Get Any Interview Calls? Apply For This Job Using a Branded AI-compliant ATS-Friendly CV from Dubai-Forever.Com.
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