This position will be very instrumental in the success of the company in Taiwan, leading all aspects of the business to drive alignment with the Group's Strategic, Business, and Budget plans.
The ideal candidate will enjoy proactive customer engagement, team member, and business partner relationships that drive business development, operational efficiency, and customer satisfaction.
Role and Responsibilities
- Act as the Branch Manager overseeing the businesses Relocation, Household Goods Moving & Logistics services.
- Meet and exceed revenue and contribution targets outlined in the business forecast.
- Ensure strict cost control and continuous improvement across underperforming teams or processes.
- Assist with revenue forecasting and ensure profitability while maintaining exceptional client service.
- Ensure team members are well-trained, motivated, and focused on company objectives.
- Manage the moving and relocation teams, including the CSR, Moving Services Consultants, and Relocation Consultants.
- Conduct performance appraisals, with the support of the General Manager.
- Cover work distribution when team members go on leave.
- Participate actively in business development through prospecting, client visits, and supporting the sales team.
- Insulate critical client relationships through regular face-to-face meetings, quarterly business reviews, and telephone contact.
- Lead the improvement in customer satisfaction, ensuring compliance with customer policies, legal requirements, and data security.
- Responsibility for operational issues regarding moving and relocation services: import/export, local, third-country moves, and storage jobs.
- Manage vendor relationships and ensure verification/approval of vendor invoices for payment.
- Provide coordination with internal teams to maintain ISO/FAIM accreditation and adherence to operating manuals.
- Engage in timely and accurate invoicing with the internal teams.
- Ensure that the company credit policies are observed, with necessary assistance in receipts of the payments from clients and agents
- Assist the management team in forecasting and budgeting for financial purposes.
- Clearly communicate with the clients, team members, and the management to ensure that all queries are responded to within 24 hours.
- Prepare and dispatch the weekly reports to the General Manager.
- Run the weekly business review meetings with the BDM and surveyor to discuss ongoing operations and performance.
- Ensure compliance with ISO standards, manage the updating of operational manuals when necessary.
- Support the execution of pre-move surveys and provide operational advice to the team if required.
Qualifications
- Proven experience in Move Management, Relocation, or Logistics, with some proven success in managing small teams.
- College degree or higher.
- Excellent interpersonal and communication skills; strong client relationship-building and maintenance skills.
- Strong attention to detail and follow-up skills with a demonstrated ability to manage complex projects.
- CRM tool knowledge/experience, Customer Relationship Management; MS Office-Excel, Word, PPT proficient.
- Flexible, results-oriented attitude and committed to continuous improvement.
- Trying new approaches; when mistakes occur, taking ownership of learning from them and making changes for improvements.