Director, Client Services

**POSITION RESPONSIBILITIES**:

- Conduct regular visits to the client for touch point meetings including account reviews (with associated data and policy analysis) as appropriate
- Manage and train with Operations to adapt and supply client culture nuances to result in an exceptional customer experience
- Ensure timely and direct resolution of client issues and involve other team members as appropriate
- Work collaboratively within a cross-functional team environment to utilise appropriate resources and resolve client issues effectively
- Develop strategic annual client Account Plans and retention initiatives
- Seek and develop opportunities for new services and revenue generation
- Consult and collaborate with Global Consulting on policy updates/revisions as appropriate
- Liaise with O[perations the Change Management Process, ensure timely update of service delivery process flows and supporting detailed client documentation
- Review internal and external client reports for accuracy and follow up on revisions as needed
- Support client with group move planning, preparation, consultation and execution
- Partner with Operations, Reporting and Accounting to ensure appropriate maintenance of client database with detailed accounting of contact information, Master Service Agreement (MSA) terms, policy updates, SLAs, etc.
- Monitor operation teams’ compliance with internal and client-specific process and procedure requirements, and client SLA’s including meeting established service score and return rate standards
- Contribute to professional development of Operation Managers and other team members
- Review caseloads with Operation Manager(s) and adjust resources as appropriate
- Support Quality Assurance in addressing service delivery issues

**EDUCATION**:
Must possess a degree in Business, Marketing, Management, Economics, Real Estate or a related field or the equivalent experience, skills and training.

***TRAINING AND EXPERIENCE**:

- 7-10 years of progressive growth in the relocation industry and/or in an operations and client services role.
- Must have extensive experience in hands-on global mobility operations, client interface, people management, relocation policy from a policy, process and client relations perspective.
- Broad knowledge of relocation industry and deep knowledge of the Company’s service offerings and client relationship management processes.
- Must demonstrate finely-honed analytical skills relating to complex reporting data, as well as in analysing client needs and service delivery recovery situations.

***ESSENTIAL INTELLECTUAL FUNCTIONS**:

- Ability to build client trust and advocacy through relationship management and transparency.
- Ability to understand and support sophisticated client program.
- Ability to resolve high stress client issues and understand related operations processes and procedures.
- Ability to manage multiple tasks, including interpreting policies, resolving client issues and making sound business decisions with the big picture in mind.
- Ability to solve practical problems and deal with a variety of variables even in situations where only limited standardisation may exist.
- Ability to read and effectively analyse reports (e.g. financial, quality, annual) and to communicate client reporting needs effectively to Altair reporting department.
- Ability to assign and delegate work, problem solve, answer questions, and evaluate results of performance.

Employee must demonstrate knowledge of and support Company vision and value statements, policies and procedures, privacy, security and confidentiality standards and code of ethical behavior.