Openings >> Manager, Advisory Services
Manager, Advisory Services
Summary
Title:Manager, Advisory Services
ID:4244C-3-1
Location:Singapore
Description
BGRS develops and implements comprehensive talent mobility solutions for corporate and government clients worldwide. With deep industry experience and unparalleled insights on the future of talent mobility, we enable our clients to craft mobility programs that will empower them to attract, retain and develop top performers.

Role Overview:

We are looking for a skilled Bilingual Manager, Advisory Services to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness regarding the relocation services for our client. This is a great opportunity for a high-energy, results focused professional looking for a challenge within a fast-paced environment. At BGRS, success is achieved through a highly collaborative, process driven, team focused approach to doing business!

Reporting directly to the Director of Contact Centre Operations, you will have full accountability and responsibility for the production capability, including operations management. You effectively manage your team and the processes to ensure quality results for the client, while maintaining costs and employee morale.

An excellent Manager, Advisory Services must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a manager, you must also have excellent customer service, communication skills and knowledge of relocation services. As well, you lead information sessions, coach, nurture, seek out future talent and understanding policies and procedures for government contracts.

You also have the drive and financial awareness to ensure the continuance of business and profitability while creating a culture that is positive and employee centric.

Primary Responsibilities:
  • Oversees work of employees engaged in the advisory services team, maintaining related files and logs, and checking eligibility of relocation services for our client(s).  Proactively identifies problems and assists the team in solving relocation/policy and other business issues 
  • Manages all aspects of the day to day activities as the People Manager of the team, including coaching and training, managing team performance, and recruitment of new team members
  • Provide strategic leadership, vision and direction to the Advisory Services Team and ensures adherence to relocation policy matrix 
  • Builds and implements strategy to meet financial and quality objectives that support client and the company’s goals.
  • Develops, manages and motivates a strong, effective advisory services team. Maintains the quality system, which focuses on continual improvement and employee involvement.
  • Designs and implements planning activities that ensure a successful operation including business forecasting, internal & external client communications, and adherence to and improvement upon policies and procedures.
  • Knowledge of Government of Canada contracts, with specializing in Relocation services
  • Responsible for coordinating with Office Manager to accurately determine resource and capacity requirements and staffing.
  • Nurtures client relationships and uncovers opportunities for additional client support.
  • Creates and maintains a healthy and productive environment for their team guaranteeing fair, consistent, equitable treatment in a safe environment, operating efficiently and balancing costs and quality performance.
  • Assists Director, Contact Centre Operations as required.
  • Significantly contributes to the growth and excellent reputation of your team.
  • Leads a high performing customer outcome motivated bilingual team of operations professionals
  • Develops the operational strategies by working closely with our customers to improve customer experience
  • Evaluates performance regularly to ensure a high level of client satisfaction, quality and a first contact resolution
  • Meet or exceed key SLAs for service, availability and incident management and knowledge base management
  • Provide regular weekly, monthly and quarterly reports based on KPIs and leading indicators
  • Reviews and sets operational staffing plans to meet the timely needs of the organization in a cost effective manner
Qualifications:
  • Minimum BA preferred or equivalent experience
  • Bilingual (English/French) is a must
  • 6-8 years Contact Centre operations management
  • Previous people management experience is required
  • Relocation industry experience and knowledge of Government of Canada contracts preferred
  • Drives operational excellence through people, process and tools.
  • Excellent inter-personal skills including coaching and motivating people, interacting with Senior Management, and building strong working relationship with business managers and product development teams.
  • Process and documentation oriented.
  • Problem solver who can lead team through crisis situations through rational approach, mature judgment and clear coordination of tasks.
  • Excellent verbal and written communication skills.
  • Strong customer service focus.
  • High energy level required.
Other Information:
  • Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the Brookfield GRS–GS Company Security Officer (CSO)
 

BGRS values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible environment. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.
 

 

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