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Executive Relocation Consultant – International
Job Description:
- Serve as the single point of contact for Sirva’s EVIP customers during their mobility journey
- Deliver daily service for designated clients’ VIP relocation programs
- Support, monitor, and consult with customers across a variety of clients
- Assist with urgent queries outside regular hours for other regions
- Oversee the full spectrum of relocation management services, including policy counselling, destination services, household goods shipping, intercultural services, visa/immigration services, language training, assignment support, and repatriation
- Interpret relocation policies and procedures and advise relocating employees based on individual needs and country-specific requirements
- Anticipate, manage, and resolve problems quickly and creatively
- Coordinate with internal customer support teams and external providers to meet customer needs
- Consult with clients on authorized services and potential exceptions
- Respond to relocating employees on the same business day, ideally within 4 hours
- Provide ongoing consultation throughout international assignments
- Prepare file status update reports and participate in weekly client meetings as required
- Become the subject matter expert on client policy and operating procedures
- Recommend process improvements to drive efficiencies
- Participate in sales efforts as required
- Ensure supplier communications are vetted and employees are not asked for duplicate information
- Attend face-to-face visits with relocating employees at key milestones when authorized and paid for by the client
Requirements:
- High school diploma or equivalent
- University degree or 3-4 years’ work experience in a customer experience, business operations role
- Minimum of 5 years’ mobility experience with demonstrable VIP management experience
- Overall Quality scores of 4.6 or above for the past year (for internal candidates)
- Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment
- Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of day-to-day work
- Ability to incorporate new technology into ways of working
- Ability to navigate multiple technology platforms simultaneously
- Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail
- Experience exercising judgement in owning complex processes through completion and resolution
- Ability to anticipate potential problems and develop effective solutions without immediate direction or supervision
- Ability to think creatively and navigate ambiguity to solve problems quickly and efficiently
- Strong accountability for customer experience success
- Strong customer service and trusted advisor mindset
- Ability to build trusted relationships and customize communication style to each VIP and their family
- Ability to operate in a team environment with shared goals and responsibilities
- Confident, calm demeanor in difficult, emotional, or stressful situations
- Strong collaboration and teamwork
- Global mindset and cultural awareness
- Excellent written, verbal communication and interpersonal skills
- Flexibility around working hours, including possible calls outside core hours
Benefits:
- Comprehensive benefits package
- Medical
- Dental
- Vision
- 401(k)
- FSA/HSA
- Employer HSA Match
- Life & Disability Insurance
- Paid Time Off
- Volunteer Time Off
- ID Theft Protection Plan
