PURPOSE AND SCOPE:

To provide customized talent mobility services to Client’s HR Business Partners, Shared Services functions, People Leaders and employees. Services provided may also include support to the Client’s Global Mobility Team.

ACCOUNTABILITIES:

• Provides superior service to client contacts, client’s employees and internal team members

• Builds productive and effective relationships with clients, suppliers and internal teams within BGRS

• Provides guidance to Client’s HR Business Partners, Shared Services and People Leaders to include:

  • Actions required by them related to an upcoming assignment (internal approvals, initiation)

  • Guidance on policy selection for an employee and guidance on specific situations

  • Instruction on where to locate assignment related documentation

  • Provide assistance on HR / Shared Services related process

  • Escalation to Client’s internal functions where applicable

  • Escalation to Global Mobility team of red flags

  • Recommendations on pre-decision counseling session if other services or a full policy briefing may be necessary prior to assignment initiation

• Provides guidance to Client’s employees not yet authorized to BGRS for an assignment to include:

  • Answer questions on where to find information

  • Answer general questions on policy elements (may be across suite of policies rather than a specific policy)

  • Answer questions on how a policy element may work in certain situations (e.g. temporary splits, permanent splits, family situations)

  • Answer general questions about allowances, but will not provide a review of specific allowance amounts based on personal situation

  • Answer general questions about host country policy variations

  • Answer general questions on preparation for the assignment (documents to gather for immigration, etc.)

  • Answer general questions about Consultant and subcontractor support available once assignment is authorized

  • Answer questions on timing of processes (e.g. Immigration, DSP, etc.)

• Directs queries to Consultants for active records

• Works effectively with the client to find business efficient solutions as needed

• Completes timely tracking of queries and agreed client data

• Undertakes other tasks and special projects as required

CONTACTS/RELATIONSHIPS:

Title of Immediate Supervisor:

Manager, Client Services

Positions that report to this position:

None

Primary customers of this position:

Client Company, generally HR, Shared Services, Employees and Mobility leads

Third Party Suppliers as required

Internal BGRS teams

QUALIFICATIONS REQUIRED:

Education-

Bachelors Degree or equivalent preferred

Experience-

• At least 3 years’ experience as a relocation Consultant or in a similar customer service role (relocation industry experience preferred)

   

  Skills-

• Excellent written/verbal communication, listening and influencing skills

• Must have the ability to manage multiple client relationships

• Strong ability to multitask and prioritise within changing business needs.

• Fluency in speaking and writing English required

• Additional language capabilities advantageous

• Strong customer service skills

• Ability to network, build and maintain relationships at various levels within the organization

• Effective decision making, conflict management and problem resolution

• Ability to handle stress and maintain a professional demeanour

• Ability to work well within a multicultural team

• Knowledge in the areas of immigration, balance sheets, assignment package preparation, assignee transfer process, international payroll/allowance calculations.

• Proficient in Microsoft Office applications (Word, PowerPoint and Excel)

• Attention to detail and accuracy

CONDITIONS OF WORK:

• May be periodic travel including international travel

• Standard office environment
• Some home office/off hours requirements