The Manager, Operations manages an assigned team tasked with servicing clients and their relocating employees. The Manager, Operations will ensure Cartus is providing service excellence and meeting the client's operational objectives.
Ensure quality customer service by establishing/implementing policies and procedures, resolving customer complaints and service issues.
Able to communicate with customers/clients to resolve service issues timely.
Participate in client meetings as appropriate.
Manage exception approval process, gather supporting data from consultant, provide to client and or management and make recommendations.
Manage day-to-day operational tasks, including but not limited to: customer service issues and escalations, transactional audits, transactional approvals, monitoring of service reporting, client estimates, candidate assistance, timely resolution of pending expense and supplier invoices.
Evaluate the efficiency of operations and implement process improvement as needed.
Ensure staff compliance to company policies, programs and standards.
Manage staff to maintain appropriate standards of service and coverage to assigned transferees.
Analyze, research and identify team service issues and resolve.
Provide consistent communication to team and Director on individual/team measurements and results.
Audit files, ensure online integrity and verify all exceptions are properly approved.
Interview/select team members and coach employees in performing their roles.
Administer corrective action as found necessary.
Conduct annual performance reviews for team members.
Maintain a work environment that fosters team effectiveness, cooperation, motivation and professional growth.
Work with other Directors/Managers to continuously develop overall team performance, effectively utilizing team resources and implementing improvements. Assess strengths and developmental needs of employees and provide timely, clear and objective on-going coaching and development.
Ensure the Operations team understands and executes on the link between system accuracy, timeliness and billing.
Act as client advocate with suppliers by effectively communicating the client's philosophy and need with regard to relocation policies.
Strong system/technology competency
Strong adherence to process/audit compliance
People and organizational development
Relationship management and influencing
Project management skills
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Bachelor's Degree or equivalent desired required.
Minimum 3-5 years business experience within a multi-faceted real estate related environment required (i.e., experience in several service/product areas preferred). Previous Relocation business experience preferred.
Previous Management experience preferred.
Experience in Operations helpful; Management/Sr. Consultant level expertise preferred.
Requires demonstrated leadership and relationship management capabilities.
Proven track record of Service Excellence
Process orientation and systems proficiency required.