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Job Description

ABOUT OUR CLIENT

Our client has been a trailblazer in the realm of relocation services, making a profound impact on the range and quality of this sector. They’ve served as a reliable ally for a myriad of businesses, both domestic and international, smoothing the path for employees moving across the globe. A core tenet of their operation is that everyone should have a place they can call home, regardless of its location.

They approach their work with empathy, efficiency, and a steadfast commitment. Their services are broad and comprehensive, accommodating needs that range from arranging business trip or work visas, securing housing for employees, providing cultural training or job search assistance for partners, to transporting personal belongings, including pets or furniture.

As pioneers in their nation, our client has significantly influenced the relocation and immigration service industry. They have become a trusted partner for companies both local and international, consistently ensuring that employees successfully find their ‘home away from home’, no matter where in the world it may be.

 

MAIN PURPOSE OF THE JOB

The Operations and Client Services Manager is responsible for the smooth organization of workflows, ensuring business objectives are met, delivering excellent client service, and maintaining the highest level of customer satisfaction. They lead and motivate teams to reach goals, prioritize timely processing of customer orders, and optimize business economics. Through efficient people management, they ensure high productivity, a good working environment, and overall operational success.

 

PRINCIPAL RESPONSIBILITIES & ACTIVITIES:

• Ensure operational goals are met and internal/external scorecard targets are achieved.
• Lead a team in meeting client obligations, maintaining client relationships, and driving customer service enhancements.
• Regularly review reporting, analytics, capacity, and data integrity to facilitate proactive team management.
• Resolve customer complaints and service issues.
• Compile, analyse, and interpret data to monitor performance against service standards, revenues, fees, and billing.
• Lead, motivate, and support teams to meet goals and maintain a positive working environment.
• Coach, train, and manage the performance of team members.
• Assume primary responsibility for professional development and training, including one-on-one coaching sessions, continuing education forums, and external training programs.
• Conduct employee appraisals, salary negotiations, and initiate disciplinary actions as needed.
• Manage financial performance across the client base to generate appropriate revenue streams and maximize profitability.
• Ensure accurate and timely recording of service fees and referral fee revenues.
• Monitor and support the collection of aged receivables to maintain proper company cash flow.
• Meet agreed budgets and targets.
• Cross-sell relocation and assignment services to clients, positioning and pre-selling financial services and corporate housing to achieve company targets.
• Provide limited support for sales efforts, attending meetings and demonstrating company capabilities.
• Partner with the implementation team to successfully onboard new clients.
• Coordinate activities and tasks for the team, optimizing processes and ensuring quality assurance.
• Manage performance, conduct effectiveness checks, and implement measurements to raise productivity.
• Monitor work quality and take necessary actions to reach standards.
• Secure timely and correct completion of time sheets and travel expense forms.
• Communicate changes in application rules to the internal team.
• Promote a strong relationship between the company and its employees.
• Maintain good relationships with consultants, providers, and internal stakeholders.
• Foster optimal communication and coordination at all levels.
• Uphold the reputation of the company and ensure compliance with data protection and compliance policies.
• Keep the Managing Director informed about team development, specialists, exceptional incidents, and relevant information.
• Introduce new products or adapt existing products based on market demands and business needs.
• Handling VIP clients.

 

EDUCATION, CERTIFICATION, AND LICENSE REQUIREMENTS

• Bachelor’s degree or equivalent level of qualification preferred.

 

EXPERIENCE

• 8+ years relevant experience in the global mobility business.
• Previous supervisory experience preferred.
• Direct client interaction and advisory experience required.

 

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in Microsoft Office suite of products, including knowledge of MS-Office and its functions.
• Demonstrable people management skills, including experience in people management and employee motivation.
• Strong oral and written communications skills in both English and Chinese.
• Excellent communication skills and customer focus.
• Analytical expertise and systemic thinking.
• Organizational skills and time management.
• Strong attention to detail.
• Excellent customer service skills.
• Good basic math skills.
• Ability to multitask in a fast-paced environment.
• Team player who leads by example.
• Solution-focused.
• Delegation and follow-through.
• Engagement and self-motivation.
• Entrepreneurship and action.
• Decision-making competence.
• Conflict management.
• Intercultural competence.
• Exhibit interest in IT-systems.
• Knowledge and ability to use typical office equipment (PC, calculator, fax machine, etc.).
• Knowledge of the internet.
• Excellent German and English skills, fluent in written and spoken, as well as a selected diction.

Employment Status

Full Time

Experience Requirements

Any

Job Location

Germany

Salary

€65,000 - €80,000