Regional Manager Destination Services - Poland(copy)

DESIGNATION: Regional Manager Destination Services - Poland


 


DEPARTMENT: Relocation


 


REPORTS TO: Global Head - Mobility Services 


 


LOCATION:  Poland


 


POSITION PURPOSE:  


Manage the operations team to ensure consistent and high quality service delivery to our clients. This includes identifying the key success factors in performing this role and finding high quality staff, developing and delivering a training program and performing audits of service delivery execution.


 


WHAT YOU WILL DO ON A REGULAR BASIS


Train and develop a diverse team eager to meet and/or exceed our client’s expectations and support in client retention. 


Create a comprehensive training program for the operations team (should include system training, templates review, briefing call presentations, presentation guidelines, RMC SLAs overview, identify cost savings, identify process improvement and key milestone touch points in service delivery during orientations, school searches, home searches, ad settling-in service). Additionally, the training should consist of case studies and role plays to solidify the concepts for high quality service delivery. Ensure operational procedures and practices are well defined, documented and consistently applied


Understand Move One customers service-level agreements (SLA) that defines the level of service expected from Move One team. Paying attention to the metrics by which service is measured, as well as understanding the service-watch criteria and penalties if the agreed service levels are not achieved.


On a monthly basis monitor the service delivery of coordinators by running briefing call checks, quality check calls for all the cases to ensure world class service.


On bi-monthly basis audit the open jobs, monitor estimated revenue and cost in the jobs,  send the monthly projection report of that month to your reporting manager beginning of each month. Understand our costs and ensure proper financial controls are in place for all processes.


Monitor our process of invoicing, ensuring we invoice and are paid in timely manner. The payment terms for each client must be well understood and adhered to. Support AR team in chasing difficult customers with outstanding payments. 


Lead daily staff meetings to discuss the booked jobs, flagged cases, successes, questions and concern.


Develop metrics to measure performance expectations and review with coordinators on a monthly basis along with their caseload review.


Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required. Conduct a root cause analysis to understand the primary source of escalation. Develop corrective action and process improvement plan, ensuring operational processes are continually improved.


Follow the global processes and collaborate with colleagues in other regions to make sure we deliver superior service as a global team.


Other duties as assigned