Service Delivery Manager

7 days ago

Taguig, National Capital Region, Philippines Sirva Bgrs Llc Full time

Posted Monday, September 30, 2024 at 4:00 PM

Sirva is the global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With Sirva locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service and human support.

By leveraging our global network, we deliver a superior experience that only a "one-stop shop" can provide. We're a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it

Sirva is now seeking Service Delivery Manager to support our international clients in the Philippines.

This role requires flexibility to shift times and offers a hybrid working model with work from home available.
Why work for Sirva?

Being an international brand with a cross-regional structure your career opportunities could be endless You can make colleagues, connections, and friendships the world over with Sirva.

Diversity and inclusion are part of our service and therefore is part of our DNA. At Sirva our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself on our identity.

Sirva has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work from Home and Core Flex Hours policy - trust & communication is key to this model and we encourage all employees to discuss with their People leaders what works best for you.

Position Summary

The Manager, Service Delivery (MSD) is responsible for managing an operations team who provide the day-to-day service delivery of clients' relocation programs. This position also serves as a catalyst for always demonstrating SIRVA's leadership behaviors.

Functions and Responsibilities

  • Manage a team of Relocation Coordinators through mentoring, performance reviews, salary administration and the Performance Management process. Responsible for hiring and performance management of all team members. Accountable for driving the mentoring/developing/challenging of high talent/high potential associates. Supervise and mentor team members to ensure the team's achievement of positional metrics as set. Manages and ensures the quality of work products. Accountable for workload balancing across MSDs as well as teams across service centers. This position must partner with all MSDs to ensure appropriate workload balancing across SIRVA Relocation.
  • Process improvement identification and implementation. Work with Operations leadership to select best practices and partner with other MSDs to implement them. Facilitates cross-departmental communication by teaming with other departments when tasks need to be handled.
  • Actively participate in client discussions to achieve client goals; participate in client internal business engagement as needed. Participate and coordinate weekly client meetings as required and become a knowledge expert on client policy and operating procedures.
  • First contact in the escalation process for all transferee issues that cannot be resolved by team members. This position will decide what the next steps are to resolve the issue.
  • Teams with Director, Global Account Mgmt. and/or Account Manager to achieve client goals by maintaining and measuring metrics through an audit-driven environment. Work with the collections department on receivables and past-due invoices.
  • Manage deliverables/projects associated with process improvement or client program/process changes. In this capacity consult with the Director to determine needs and objectives. Develop a plan to achieve objectives and delegate responsibilities as appropriate. Oversee the specific deliverables and actions that will achieve objectives. Communicate efforts across teams and incorporate various systems to ensure consistency and results.

Qualifications and Preferred Skills

  • 1-3 years operational management experience preferred
  • 3-5 years relocation experience (In-house Global Mobility or RMC) required
  • Some In-house global mobility experience working with relocation services
  • Strong ability to lead teams, recruit, manage, and develop staff
  • Strong problem-solving and conflict resolution skills
  • Financial/accounting knowledge preferred
  • Understanding embracing the direction/strategy of SIRVA relocation
  • Strong oral and written skills in French and English

Apply Now

If this sounds like your type of role, then please submit your application via the APPLY now option and complete all necessary information.

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