Openings >> Manager, Client Services
Manager, Client Services
Summary
Title:Manager, Client Services
ID:5146E
Location:London UK (Canary Wharf)
Description

 

 

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

Manage the client service delivery team for allocated clients. Familiar with all aspects of global mobility programs and BGRS services to support regional service delivery while maintaining compliance within the clients’ global mobility program. Ensure we adhere to the terms and conditions of the global mobility outsourcing contract(s) with the clients. Meet all client contracted Service Level Agreement performance standards. Implement people goals and programs to ensure optimal staffing level and actively manage both individual and team development. Ensure all data integrity requirements related to services provided by BGRS are adhered to in a timely and accurate manner.


What You'll Be Doing

  • Build productive and effective relationships with clients and assignees
  • Build productive and effective relationships with key internal BGRS departments such as Client Accounting and Global Compensation Services to deliver services under the client’s mobility program
  • Training and continuous coaching of the client service delivery team on providing global mobility services to assignees.
  • Monitor staff performance continuously and at a minimum formally appraises staff annually
  • As required manage caseload of high level client employees (VIPs)
  • Lead resolution of escalated service or process issues within the Region liaising with Suppliers, other BGRS personnel and/or Client personnel as necessary
  • Lead resolution of policy exceptions requested by assignees; Evaluate requests with regional client personnel, make recommendations and present at joint BGRS and Client policy committee meetings
  • Continually assesses opportunities to expand client relationship, improve team performance and internal processes with other Managers and the Director
  • Monitor and manage the effective service delivery of third party vendors
  • Meet regularly with third party vendors to evaluate potential opportunities to implement additional value-add services to client’s contract
  • Maintain and oversee data integrity critical for reporting to client and meeting Service Level Agreement targets
  • Evaluate trends in assignee data, regional exception requests and regional process challenges to make recommendations to client in policy or process changes
  • Prepare for and participate in regular client review meeting; present regional information as requested by Director
  • Participate as appropriate in special projects (for example, RFPs; improving BGRS’ ability to compete in the marketplace; developing new service offerings, improving efficiency, etc)
  • Prepare and deliver internal and external communications within the Region as needed
  • Develop materials to assist client service delivery team to manage day to day responsibilities including scripts, checklists, data guides, etc.
  • Undertake other tasks and special projects as required
  • Produce cost projections and calculate assignment compensation, where needed
  • Manage the payments related to the assignment including payroll instructions, expenses and invoices where
  • Travel will be required with this role

What You Bring to BGRS

  • Bachelor’s Degree or equivalent preferred, but not necessary with appropriate experience and skill set.
  • Broad knowledge of and experience in delivering global mobility programs in order to train and coach staff
  • Experience in presenting to clients or potential clients
  • Experience in managing projects
  • Ability to manage multiple client relationships
  • Ability to delegate work to staff and ensure its’ quality and timely completion
  • Excellent communication and interpersonal skills
  • Strong managerial skills and excellent customer service
  • Ability to build and maintain relationships at various levels within the organization
  • Effective decision making, conflict management and problem resolution
  • Ability to work well within a multicultural team
  • Solid experience of leading people and managing a medium sized team
  • Experience working in talent mobility or a relevant adjacent sector
  • Knowledge of international compensation, social security and tax issues
  • Experience in coordinating or delivering services related to immigration, destination services, housing, household goods shipment, language training, cultural training, assignment package preparation, international payroll/allowance calculations, etc.
  • Additional language skills is preferred but not essential

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 age, disability, gender, marriage or civil partnership status, race, religion, belief, sex, sexual orientation and any other characteristic protected by law.

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