Role Profile Key Accountabilities:

Relationship Management – Regularly interacts with senior management or executive levels on matters concerning functional area(s), division(s) and/or customers, ensuring knowledge and expertise is shared across business units, departments and throughout the organisation.
Customer Focus – Ensures overall customer delivery and satisfaction across entire function/department under management; conducts assessment of future customer needs that create future opportunities in accordance with organisational priorities.
Results Delivery – Exercises independent judgment and original thinking to determine solutions and participates in setting precedents and policies with an understanding of the broader organisational impact in the short and long-term.
Strives for Excellence – Provides formal leadership of a function/department to integrate plans, strategies and resources across business units or departments within one county and accountable for overall results; develops an organisation structure consistent with the company’s strategic and operational plans.

Role Overview:
Primary Responsibilities:

• Ensures that Premier Service Philosophy is adhered to in all dealings with clients, assignees, transferees and service partners and that Premier Service levels are achieved
• 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 offices/team 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 organisational Directors and shared services to ensure best practices are shared, staffing requirements are met and overall organisational goals and profitability targets are achieved
• Ability to work and manage with a virtual team and within a matrix reporting structure
• Achieves all goals and objectives in the areas of Employee Engagement, Premier 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

Qualifications:

• Bachelor’s degree in business, communication, Human Resources, or related field is preferred
• Demonstrated increased levels of experience in relocation, human resources, or compensation and benefits administration as well as international assignment management experience. 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 excellent leadership skills
• Must have the ability to work under minimal direction, be organised and have the ability to prioritize commitments and projects
• Must have strong customer relations skills and have the ability to work with discretion and integrity
• Negotiation experience preferred
• Must be a team player with a high level of work ethic required
• 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

Other Information:

• Up to 30% travel – flexibility to travel per client/business need is a job requirement
• Position requires off-hours flexibility/ability to work across global time zones