MAIN PURPOSE OF THE JOB
 
The Operations Manager is responsible for the day-to-day operations in accordance with each client agreement or terms and conditions and under the direction of Management. The Operations Manager plays a key role in managing the expectations and interactions in all stakeholders in the relocation process to ensure a successful outcome.
 
The Operations Manager will provide leadership, support and guidance to other team members within the Operations Group and will oversee the quality of operational processes and procedures for clients.
 
The Operations Manager is responsible for managing the delivery of service programs to ensure high standard of service delivery.
 

• Deliver assignment services in line with the Client contracts and any additional services as approved by client.
• Manage operations team members – provide leadership, support and guidance.
• Oversee the quality of operational processes and procedures for the client assignments.
• Manage the client contract to ensure high standard of service delivery through regular meetings, KPI reporting and prompt issue resolution.

Essential Functions and Responsibilities:
 
Account Management

• Provide technical advice to other assignment managers within the Team and oversee the service delivery of the team to ensure that tasks are performed in accordance within the Client’s policies, contractual obligations and quality expectations.
• To deputize for the Director, Global Account Management – his/her absence – conduct client reviews, team meetings, telephone hookups etc.
• Assist the Director in preparation of monthly, quarterly and ad-hoc client reports as required
• Attend and participate in quarterly review meetings, record minutes, distribute and follow-up action points to ensure timely completion.
• Prepare presentations and lead workshops for training
• Provide guidance and support client HR as appropriate and required.
• Manage projects on behalf of client where service delivery is outside the scope of standard relocation activity.  
• Resolve issues that may arise from relocations/service delivery (escalated by Assignment Coordinator/Consultant) or from client HR.
• Manage client vendors to ensure consistently high service delivery.

 
Customer Service

• Ensure processes for the client team are of a high standard to affect quality service delivery to client assignees. 
• Maintain a high standard of service delivery for client HR.
• Conduct ethical and professional standards at all times when dealing with clients, relocates, third party suppliers, professional bodies, internal customers, etc.

 
Management of Staff and Team Development

• Train / co-ordinate / conduct appropriate training on internal platforms for team members
• Identify ways to build capability in the wider team.
• Mentor and lead the team by managing their workload and providing guidance and assistance as required to ensure that contractors’ and clients’ matters are dealt with in a timely and cost-effective manner.
• Work with team members to better understand their issues to provide resolution.
• Actively participate in any recruitment for any new members for the teams

 
Process Improvement

• Assist with and update to maintain client manuals with process flows, templates, policy and all relevant information that will assist in the effective management of assignments.
• Review and evaluate periodically the appropriate databases for collection of information – exceptions registers, supplier databases etc.
• Identify and implement process improvements within the internal and external client infrastructure.

 Assignment Management

• Manage client relocations, especially those that are considered to be more complex and of high level. This can be done through a Senior consultant with guidance from Operations Manager
• Allocate relocation initiations to members of the clientfacing team as necessary.
• Compliance with client policy guidelines and delivery of services within the various relocation packages offered by client.  Where necessary, seek clarification and approval on all policy exceptions from client HR.
• Compliance with client contractual requirements, e.g. quarterly meetings, cost savings, KPI’s, various reports, integrity of invoicing, third party arrangements.
• Organise or manage any destination services required
• Compliance with the Company’s Quality System.

 
Finance/Cost/Expense Administration

• Ensure data is accurately entered onto the systems
• Ensure internal system is kept updated for projected revenue, timely and accurate completion of costing-on, KPI and Service Evaluation data.
• Produce relevant reports,
• Accurate and timely costing-on (for revenue) and management of all expenses (processing third party invoices reconciliation invoices) for all team members. 
• Contribute to the design and/or review new reports for client
• Work with Accounts Administrator to ensure invoicing

 
Position Requirements / Qualifications

• A college degree, qualification in Human resources or related discipline highly desirable
• 5 to 7 years experience in real estate, relocation, human resources and/or accounting or finance. 
• Excellent communication and diplomatic skills: preferably with experience in living abroad and / or communicating with all levels of employees, and across cultures.
• Prefer fluent English – other languages a plus
• Must have a strong customer service background with ability to lead and provide guidance to operations team, build relationships, proven skills in project and service partner management are required.
• Must be a Team player and self-starter with initiative and drive
• Good computer skills - proficient in Microsoft Office applications (Excel, Word, Access)