Who is BGRS?
 

At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.

BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.

Role Overview

The Director, Client Services will have overall accountability for client profitability and management to Business Unit Contribution (BUC) targets.  This role will be responsible for customer service delivery, client relationship development, and retention for a portfolio of clients; including managing the operations of the team, directly as well as through Account Managers and Team Leaders. The Director will develop strong relationships between BGRS and its client base.  In partnership with the Implementation Team, this role will lead the execution plan for new clients inclusive of policy development, processes and procedures, and determine allocation of resources.  Acting as a strategic consultant to client, the Director will also be responsible for upselling new services, full utilization of contracted services, and client renegotiations and RFPs.

What You'll Be Doing

• Builds and manages at a global strategic level, strong relationships with clients through all manner of communication inclusive of regular visits to client sites, and, as needed, to BGRS regional sites
• Establishes and maintains client account plans and ensures that action steps are implemented to achieve results in the areas of company-defined BUC/profitability targets, client satisfaction and retention, expansion of services, utilization of preferred or directed supplier networks
• Identifies trends, best practices, and opportunities for policy consulting, written analysis and recommendations for cost effective client solutions
• Acts as a client advocate and strategic resource for overall client issues in the areas of billing, legal, policy, tax issues, cost management, operations, and systems
• Prepares year end client review and analysis as well as monthly reports and quarterly reviews as required
• Develops Requests for Proposals (RFP), for account renegotiations, including, fee structure and presentation
• Manages a team of professionals based on client scope of work (global, domestic, or mixed) that may be operating locally or in centers around the world
• Sets goals, manages to client’s Service Level Agreement (SLA) standards, including cost and client satisfaction
• Manages operating expense tied to annual budgets
• Monitors performance of team against set goals and standards, responding to any deviations in a proactive manner
• Serves as a resource for problem resolution, training and team building
• Develops processes and procedures within the team and region which maximize productivity, ensure clear communication and efficiency and effect consistent service delivery
• Works with the Implementation team during execution plan for new accounts ensuring that communication bridges, policies and procedures and processes are in place and followed
• Collaborates with and supports other organizational Directors and shared services to ensure best practices are shared, staffing requirements are met and overall organizational goals and profitability targets are achieved
• Achieves all goals and objectives in the areas of Employee Engagement, Customer Service, Operational Effectiveness and Shareholder Accountability
• Ensures team compliance with company standards, client policy, monitors data accuracy and integrity
• Undertakes other tasks and special projects as required
• Assists Sales as needed

What You Bring to BGRS

• Bachelor’s degree in business, communication, Human Resources, or related field is preferred
• Demonstrated increased levels of experience (minimum 5 years) in relocation, human resources, or compensation and benefits administration as well as international assignment management experience, or minimum five years outside management experience and two (2) years’ experience as an Account Manager (or other department related function) with BGRS. Experience can be at corporate Relocation department, Relocation Company or other Relocation work experience.
• CRP and GMS certification strongly preferred.
• Strong written communication skills, with the ability to develop technical business correspondence and excellent presentation skills
• Fluency in speaking and writing English required
• Proven people management experience and good leadership skills
• Must have the ability to work under minimal direction, be organized and have the ability to prioritize commitments ad projects
• Must have strong customer relations skills and have the ability to work with discretion and integrity
• Must be a team player with a high level of work ethic
• Proficient in IT applications e.g. Microsoft Office (Word, PowerPoint and Excel)
• Business and financial acumen; familiarity with P & L statements
• Leadership competencies include results focused, ability to coach, develop and motivate a team, including virtually and cross culturally, collaboration, external focus, takes intelligent risks, forward thinker with proven ability to development and implement strategic client account plans, bias to action
• Up to 50% travel – flexibility to travel per client/business need is a job requirement
• Position requires off-hours flexibility/ability to work across global time zones

What BGRS Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

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As an Equal Opportunity Employer, BGRS embraces diversity and, as such; is dedicated to considering all qualified applicants without regard to race, color, gender, religion, national origin, disability, age, sexual orientation, marital status, pregnancy and parenting status, protected veteran status and any other characteristic protected by law. Employment may be subject to additional background checks, drug testing and fingerprint processing.