Company

BGRS is a leading global provider of relocation services, technology and knowledge. Our portfolio consists of operating lines in global relocation services, home valuations, move programs & related services, and technology platforms that add value for our customers. Our employees operate from regional offices in Asia, Europe, North America and South America to support the success of our clients and their relocating employees around the world. 

Manager, Client Services

To manage a team to provide outsourced relocation management services consistent with BGRS standards and practices, and client specifications. To ensure we adhere to the terms and conditions of the client contract(s). To deliver superior customer service while meeting all clients contracted SLA performance standards.

Responsibilities

• Manages all aspects of the day to day activities as the People Manager of the team, including
• Coaching and training
• Monitors staff performance continuously and at a minimum formally appraises staff annually
• Manages case load assignments and delegates as needed
• Ensures consistency with key standard practices – conducts desk audits, etc.
• Ensures compliance with client contract requirements and company policy/practices
• Ensures compliance with client SLA targets
• Builds productive and effective relationships with clients, assignees and suppliers as well as within BGRS
• Onboards employees to team and ensures training to perform role effectively
• Develops People Manager skills of the Team Leader
• As required, directly manages assignment/relocations of identified high profile employees (VIPs)
• Conducts in-process customer survey
• Escalation and resolution manager for client and team members
• Continually assesses opportunities to expand client relationship, improve team performance and internal processes with Director
• Monitors and manages (through Global Alliance Management) the effective service delivery of third party vendors
• Maintains data integrity, and ensures the timely production of effective and valid data for client and BGRS internal use; for regional account owners, creates reports for regional client contacts
• Prepares for and contributes to regular client review meetings
• Participates as appropriate in special projects (for example, RFPs; improving BGRS’ ability to compete in the marketplace; improving efficiency, etc)
• Works with the Implementation team during execution of new account plans, ensuring that communication bridges, policies and procedures and processes are in place; manages successful transition of terminated accounts
• Undertakes other assignments as required

Qualifications

• Bachelor’s Degree or equivalent experience preferred
• 5+ years of experience as a relocation Consultant/People Manager or similar customer service roles, including people management experience, (relocation industry experience preferred), or 2 years of experience as a Team Leader (or other people management function) with BGRS
• CRP and GMS certification preferred
• Experience with US domestic account teams, real estate experience required (real estate sales, title/escrow or mortgage)
• Experience with International account teams:
  • Demonstrated experience/knowledge in the areas of immigration, balance sheets, assignment package review, assignee transfer process, international payroll issues (including reconciliations) year–end process, reporting requirements, cost projections and policy development and the application of this knowledge to moderately complex client situations ability to manage a multicultural and virtual team
• Fluency in speaking and writing English required
• Proficient in IT applications (e.g., Microsoft Office: Word, Power Point, Excel)

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.