The Director of Operations is pivotal to CapRelo’s mission of delivering high-quality client solutions globally. This dynamic role involves overseeing operations for cross-border relocations and assignments, requiring excellence in team creation, customer service delivery, systems integration across multi-jurisdictional centers, and commercial transaction oversight. The Director must assimilate local practices into global solutions and ensure compliance with client mobility policies.
Qualifications:
* Educational Background: Bachelor's degree (or equivalent experience preferred).
* Experience: Minimum of 8 years in relocation/global mobility, with 3 years people management across global locations and multiple cultures and 4 years in customer service management.
* Certifications: GMS (or equivalent) Certified preferred.
* Skills: Exemplary organizational, communication, and interpersonal skills.
* Proficient with technology, data management, program reporting, workflow automation and staff management/development.
* Project Management: Experience in project management and process improvement
Duties and Responsibilities:
Global Mobility Management Services:
* Directly manage global mobility service delivery processes and procedures.
* Adhere to all contract requirements and internal operating guidelines.
* Oversee internal reporting responsibilities and data integrity for client reporting.
* Lead and/or collaborate with cross-functional process improvement teams.
* Ensure performance standards align with SOPs, Client Specific requirements and Company Standards.
* Assist the sales team with prospective client presentations.
* Identify, document, or enhance workflow and interface opportunities related to relocation management services for clients and assignees.
* Update and improve workflows based on client requirements.
* Manage the service delivery component of clients’ policy. Oversee client-specific program feature requests.
Staff Development/Leadership/Management:
* Manage service delivery teams supporting local and international global mobility/relocation programs. Conduct employee performance appraisals
* Set ambitious and stretching goals to support team growth and development.
* Work on Individual Development Plans with key talent, providing growth and opportunity and secure succession planning for the department.
Problem Resolution:
* Handle transactional and program service issues.
* Act as point of escalation for global mobility service delivery teams.
* Workload management of global mobility service delivery teams.
Quality Assurance:
* Review customer service evaluations and operating procedures to ensure consistent quality service delivery.
* Review file documentation, client reports and invoices to ensure all key info is updated and accurate within the operating system.
Other:
* Perform other duties and special projects, as assigned.
* Flexibility in working hours to accommodate clients and service delivery in other geographies is required.
* Some International Travel may be required as a component of this role.