The Head of Client Services will report into the Vice President, and will take ownership of the UK and Europe, managing the Relocation and Global Mobility solutions teams, focusing on delivering all aspects of client service excellence, driving commercial efficiencies, and aligning to support the broader global business needs and deliverables.
As the operational Head of Client Services, you will contribute to the overall business strategy by maximising service levels and controlling costs, as well as building motivated and high-performing teams through effective leadership and management of client services employees.
Key Responsibilities include:
- Oversee, lead and manage the day-to-day running of the client services operation, regularly evaluating the efficiency and consistency of operational processes, procedures, service strategies and team performance.
- Build and implement and client service business operations model for Europe that drives team integration and consistency across Global Mobility, Moving & Relocation service delivery.
- Explore innovative ways to elevate services to clients and assignees, creating a niche and cutting-edge operations strategy.
- Closely align service delivery to client-specific business, culture and working style.
- Ensure the business maximises opportunities by differentiating relocation and global mobility services and driving service excellence.
- Successfully build a strong and enhanced client services culture with the operations team; spend time coaching the Managers, identifying skills and opportunities for development, inspiring the team, ensuring a positive approach and attitude to work and fostering great team spirit.
- Create a training program to upskill the team across all Relocation services including DSP Destination Services and Move Management.
- Build a team that can successfully service any client account.
- Continually develop processes for key accounts that improve client services, service delivery and responsiveness.
- Problem-solve and redesign processes where applicable always thinking globally and collaborating with other offices
- Review and analyse management information reports to help inform more accurate data-driven decisions, monitor performance against standards in respect of service, revenue, fees, and billing as well as identify data gaps to reduce risk and improve client service.
- Regularly review client and assignee satisfaction surveys and generate ideas to enhance service delivery and increase scores.
- Manage reporting as required and produce and present a range of financial/non-financial reports and metrics to the Vice President.
- Act as the senior point of escalation for issue resolution, resolving customer complaints and service issues and rectifying related processes and procedures as soon as possible
- Build strategic relationships with internal and external global teams.
- Partner with the Vice President and business leaders to influence the creation and communication of relevant business priorities and targets for the region
- Ensure operational compliance to policies and procedures; influence any changes necessary to meet statutory requirements, ensuring minimum risk to team members and the business.
- Recruit, train and develop employees for the department working alongside HR to ensure a successful onboarding program.
- Working with the Executive Leadership Team to ensure the culture of the business is carried, protected and enhanced
Skills and experience required:
- A strategically minded individual with proven client service experience
- Strong knowledge of the global mobility and relocation industry
- A proven track record of success in management positions
- Experienced in managing relationships at all levels
- Ability to generate new ideas, contribute and successfully deliver against a business strategy
- Demonstrated ability to motivate, coach and develop people.
- Excellent communication skills – verbal and written
- Influencing and negotiation skills
- Commercially minded with a good understanding of budgets and the influence of operating factors