Director, Global EVIP Programs

Director, Global EVIP Programs

Europe * United States
Req #3167

Monday, June 5, 2023

Position Summary

The Director, of the global EVIP Programs, is accountable for the oversight, implementation, and delivery of the highest level of customer experience for all EVIP Programs. works cross-functionally to ensure processes and procedures deliver the most superior customer experience while reducing the administrative burden on the front-line staff. frequently collaborates with the clients and Account Management to manage performance expectations. Oversees the standardized learning and development plan for the operations team.Organizational Product Owner for the EVIP Products . works closely with sales and account management to position the product in the marketplace and continually enhance the product based on market need.

% of Time - Description of Duty

20%

Client Communication & Support

• Day-to-Day Point of Contact for the Primary Client Contact for non-file-related inquiries
• Help define and educate Operating Teams on Client Culture and Customer Experience expectations
• Oversee and communicate adherence to client SLAs internally
• Communicates processes between internal functions: Relo Ops, CF, HHG, Comp, etc.
• Accountable for System Data Integrity for Accurate Client Reporting

10%

Client Profitability

• Ensure all Eligible Fees are Triggered Timely for auditing/accuracy purposes (review Files without Fees report)
• Manage "On Hold" reports
• Manage 'Not Billed and Unbilled' report
• Regular File & Process Audits

25%

Customer Experience

• Owns the Customer Experience and Team
• Root cause any SIRVA Overall low-quality survey scores. Provide recap to Ops/Account Management leadership as necessary - Monthly report out to Client

10%

Client Administration

• Accountable for Maintaining Client-Specific Documentation (i.e. Hot Sheets, Admin Guides, Playbooks, Service Delivery Guide, New Policy Matrix))

10%

Product Ownership

• Subject Matter Expert for the EVIP Products
• Continually assess market place needs and recommends product enhancements
• Supports sales and account management with selling the product to current and prospective clients

25%

Team Management

• Oversee the MSDs
• Oversee and manage any Operational System requests with IT

Qualifications and Preferred Skills

• 7+ Years of Relo Operations Experience (US Domestic and International)
• 5+ Years of Relo Operations Management Experience
• Ability to identify potential problems and develop effective solutions without immediate direction or supervision
• Ability to manage deadlines, multi-task, and operate in a fast-paced environment
• Working knowledge of Operating Systems (Service Engine) and Suite of Microsoft Windows tools
• Excellent communication skills and ability to work cohesively with Operations Management, Account Management, Sales, Relocation Consultants, Global Assignment Consultants, Learning & Development, Analytics, etc.
• Must be able to motivate and hold large groups of individuals accountable
• Strong analytical and reporting skills

• Europe
• United States