Service Delivery Manager

As Graebel Companies, Inc. continues to grow and expand our business operations, we need to add a Service Delivery Manager that possesses International relocation experience.  This position provides operational support and guidance to ensure that the relocation services team has all of the necessary tools to provide superior customer service to our clients and their transferees.  Responsibilities include, but are not limited to, developing and maintaining effective working relationships with corporate client contacts, transferees/assignees, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors; and serves as a leader for the relocation team.

The most successful Relocation Operations Managers are energetic and thrive in a fast-paced, varied environment.  You really must enjoy working with and helping clients, customers, and service delivery team members weave their way through the multitude of details that relocation entails.  Your team members will look to you for guidance, advice, mentoring, and decisive direction.  You will be a point of problem escalation and must be able to devise solutions rapidly, but thoroughly, with a customer-centric approach, while maintaining strong profitability for Graebel, and that always comply with our clients’ policies and procedures.  Skills and abilities in process improvement will enable you to analyze a problem, identify the means for improvement, and implement those changes for the benefit of the client.   

Principal/Essential Duties and Responsibilities:

1. Hiring, training, mentoring and performance management of service delivery team.   Conducts team meetings, performance reviews, caseload review, and ensures overall development and performance improvement of all team members.
2. Resolves problems and service recoveries.  Main point of contact for customer escalations, and any day-to-day issue resolutions.  Develop and monitor all action plans needed, ensuring that service level requirements are met and operational processes are continually improved.
3. Ensure client retention by providing a high level of service and highly effective relationships with the Client.  Adhere to established processes and continuously monitor the health of each assigned Client.
4. Manage data integrity and accuracy of all clients reporting. Maintain consistent data entry standards and processes by team members, review data contained in all reports provided to Client
5. 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.
6. Performs other related essential duties as assigned or requested.

Job Specification:

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

Knowledge/Experience:  Three (3) to seven (7) years of experience in relocation services industry preferred.  Prior supervisory or management experience preferred.

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

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