Job Title:
Service Delivery Lead
The Service Delivery Lead is a vital role in our organization, ensuring the highest standards of service delivery to clients undergoing international or domestic assignments.
As a key member of the Customer Experience team, you will play a crucial leadership role in driving business success through effective service delivery and customer satisfaction.
Key Responsibilities:
* Leadership and Advisory Role: Provide guidance and leadership to Move Management Consultants, overseeing service delivery to ensure tasks are performed within client policies, contractual obligations, and quality expectations.
* Compliance and Risk Management: Drive compliance with operational and financial processes within the business, identifying potential risks and mitigating them to ensure smooth service delivery.
* Escalation and Problem-Solving: Attend to escalations arising from relocations, moving services, and service delivery, working closely with stakeholders to resolve issues promptly and effectively.
* Reporting and Communication: Report real and potential problems, as well as unsatisfactory practices, to senior management, providing clear and concise recommendations for improvement.
Customer Experience:
* Process Improvement: Work with the business to ensure processes for the Move Management team are of high standard, affecting quality service delivery to all relocatees.
* Stakeholder Management: Maintain a high standard of service delivery for stakeholders, including client's HR and relocatees, ensuring their needs are met and exceeded.
* Professionalism and Ethics: Conduct work with an ethical and professional standard at all times when dealing with internal and external stakeholders.
* Cultural Competence: Ensure Move Management Consultants are capable and confident in dealing with various cultures during international relocations.
People Leadership and Team Development:
* Capability Building: Identify ways to build capability with internal stakeholders to plan and action.
* Mentoring and Leading: Mentor and lead the Move Management team, creating a positive and productive team culture that drives business success.
* Relationships and Partnerships: Enhance good working relationships with SIRVA, Allied locations, our Agent Network, and employees, fostering collaboration and mutual understanding.
* Performance Management: Set objectives, monitor performance, and complete performance reviews for team members, providing constructive feedback and coaching.
* Team Development: Work with the team to understand concerns, provide advice, and facilitate resolution where required, promoting a culture of open communication and continuous learning.
Compliance/Risk:
* Data Accuracy: Ensure data is accurately entered into required internal and external systems, maintaining the integrity of our business operations.
* Contractual Compliance: Comply with client's contractual requirements, e.g., quarterly meetings, cost savings, KPIs, reporting, invoicing integrity, third-party arrangements.
* Policy Guidelines: Comply with client's policy guidelines and delivery of services within relocation packages, upholding the highest standards of professionalism and ethics.
* Quality System: Comply with the Company's Quality System, maintaining the quality system in accordance with ISO9002, FIDI FAIMPLUS, and Quality and Procedures Manuals.
* Network Global Service Charter: Ensure understanding and application of the Network Global Service Charter requirements, upholding the principles of excellence and customer satisfaction.
* Liaison and Collaboration: Monitor liaison with sister companies, franchises, partner agents, agents, Customs & Quarantine Authorities, Shipping Companies, and Commercial Entities, fostering collaboration and mutual understanding.
Finance/Cost:
* Financial Management: Ensure systems are updated for projected revenue, timely and accurate completion of invoicing, accruals, and Service Evaluation data.
* Reporting and Analysis: Produce relevant reports, e.g., Accrual reports, Consignment Status reports, file allocation, analyzing data to inform business decisions.
* Invoicing and Expenses: Ensure accurate and timely invoicing (for revenue) and management of all expenses (processing third-party invoices) within the team.
* Authorization and Approval: Authorize and sign off all third-party invoices within the team to ensure internal checks and controls are maintained.