International Service Delivery Manager

Graebel Relocation Services Worldwide, Inc. continues our Global growth and expansion which has created an opportunity for an International Service Delivery Manager to join our team.  Our Managers provide overall operational support  and guidance to a talented team of Global Mobility specialists, ensuring that they have all of the necessary tools to provide superior customer service to our clients and transferees.  You will be expected to develop and maintain effective working relationships with our clients, their transferees/assignees, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors.  You will serve as the leader for the relocation team in the resolution of escalated issues and problems, develop and implement continuous improvement programs, and mentor team members.

• 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.

Education:  High school diploma or equivalent required. Bachelor's degree Business Administration, Operations Management, Human Resources, Management, International Business or a related field preferred.

Knowledge/Experience:  Three (3) to seven (7) years of experience in Global Mobility strongly preferred.  Prior supervisory or management experience required in lieu of global mobility experience.

Licenses/Certifications/Specialized Training:  Certified Relocation Professional (CRP) or Global Mobility Specialist (GMS) preferred, or come with a solid plan to obtain these professional certifications. Background in relocation and/or real estate preferred. Must be proficient in Microsoft Office: Outlook, Excel, Word, PowerPoint, Visio, Project.

Skills and Abilities:  Must be able to travel for business occasionally (up to 25%).

 Graebel Companies, Inc. is an EEO/AA Employer M/F/Disabled/Vet