The Operations Manager, under Global Talent Mobility, manages an assigned team tasked with servicing clients. The Manager will ensure Cartus is providing top block service and meeting the client’s operational objectives. Manage directly and by influence the Cartus suppliers and networks involved in assigned business portfolio, ensuring seamlessness of service delivery.

MAJOR DUTIES AND RESPONSIBILITIES:

Client Strategy

In conjunction with the Director, ability to translate and implement account strategies into operational/service delivery reality. Proactively engages with peers and understands the context of delivery.

Operations
Oversee allocation of resources and staff to maintain appropriate standards of coverage, addresses volume fluctuations and ensure availability of resources. Analyze, research, and identify team and supplier service issues, address said issues and make recommendations to the Director for improvements regarding systemic challenges. Provide consistent communication to team members and Director regarding individual/team/supplier measurements and results. Ensure quality customer service by establishing/implementing policies and procedures, resolving customer and client complaints and service issues timely.

People and Organizational Development

Create an environment that fosters team effectiveness and cooperation, motivation and professional growth. Manage staff to maintain appropriate standards of service and coverage to assigned transferees. Work with Director and appropriate Senior Leadership 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 coaching. Interview/select team members and coach employees in performing their roles. Administer corrective action as found necessary. Conduct annual performance reviews for team members.

CRITICAL DIMENSIONS:

• Leadership in Asia-wide relocation management
• People and Organizational Development
• Relationship Management and Influencing
• Planning/Organizing and Implementation
• Strategic thinking
• Communication
• Entrepreneurial Perspective

QUALIFICATIONS/SELECTION CRITERIA:

• Bachelor’s Degree or equivalent
• Minimum 7 years’ directly relevant business experience within a multi-faceted global mobility environment (i.e. international exposure, personal expatriate experience and depth in several service/product areas preferred)
• Requires demonstrated leadership and relationship management capabilities
• Demonstrated cultural and individual styles sensitivity
• Strong communication, relationship management and influencing skills
• Experience in daily global mobility operations management plus relocation account management
• Process orientation and systems proficiency required