Graebel is looking for a Relocation Operations Manager responsible for providing operational support and guidance to ensure that the relocation team has all of the necessary tools to provide superior customer service to our clients and their transferees. Develops and maintains effective working relationships with corporate client contacts, transferees/assignees, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors. Serves as a leader for the relocation team.

Manages relocation team of Executive Relocation Consultants, Senior Relocation Consultants, and Relocation Associates. Monitors relocation team caseload and compliance with file integrity, data integrity, client policies, and Graebel standard processes. Provides assistance to clients when Client Relations Director is unavailable

Primary Duties and Responsibilities:

• Hiring, training, mentoring and performance management of service delivery team with attention to efficiency and reduced waste. Conducts team meetings, performance reviews, caseload review, and ensure overall development and performance improvement of all team members.

• Problem resolution and service recovery. Customer escalations, day-to-day issue resolution, and development and monitoring of any action plans needed to ensure that service level requirements are met and operational processes are continually improved.

• Ensure client retention by providing a high level of service and highly effective relationships with the Client. Adhere to established processes to ensure the health of Client can be continuously monitored.

• Data integrity and accuracy of all client reporting. Maintain consistent data entry standards and processes by team members, review data contained in all reports provided to Client.

• Support the implementation of all process refinements and Operational Excellence initiatives. Actively bring new ideas to the leadership for: process improvement, overall increase in associate job satisfaction, and industry innovation. As well as, encourage open and “professionally respectable” communication among the team with their EEs, the suppliers, Graebel leadership, and other Graebel business units.

• Performs other related essential duties as assigned or requested.

Required SkillsRequired Experience