Job
Description
MAIN PURPOSE OF THE JOB Manage and provide leadership, motivation, and inspiration for the members of the Move Management CX team based in Gurgaon India to deliver exceptional service delivery for our domestic and export consumer clients across the region. Respond to escalation of issues and manage appropriately to resolve within our local and global agent network Oversee the quality of operational processes and procedures for the move management team Maintain workloads of in the team to ensure clients are getting the appropriate time and service level dedicated to their move type. Service Delivery Provide advice and leadership to Move Management Consultants and oversee the service delivery of the team to ensure that tasks are performed in accordance within the clients policies, contractual obligations and quality expectations Drive compliance to operational and financial processes within the business Attend to escalations arising from move management coordination and service delivery, as escalated Report real and potential problems, as well as unsatisfactory practices to Director of Move Management Assist with strategies for enhancing service, efficiencies and value to our customers Customer Experience Work with the business to ensure processes for the Move Management team are of a high standard to affect quality service delivery to all persona moving Maintain a high standard of service delivery for stakeholders Conduct work with an ethical and professional standard always when dealing with internal and external stakeholders, including clients, agent partners, third party suppliers, professional bodies, SIRVA and Allied colleagues Ensure Move Management Consultants are capable and confident in dealing with the various cultures they work with conducting international relocations People Leadership and Team Development Identify ways to build capability with and work with internal stakeholders to plan and action Mentor and lead the Move Management team, creating a positive and productive team culture Enhance good working relationships with all Allied locations, our Agent Network and employees. Set objectives, monitor performance and complete TMS Reviews for all your team members Work with the team to understand any concerns, provide advice and facilitate resolution where required Manage staffing levels of the team, including resource allocation and planned leave Partner with the HR team to recruit and on board new members of the Move Management Team. Identify ways to build capability in Move Management Team Drive development opportunities based on service reviews and client feedback Lead induction and on-boarding training of new staff Compliance/Risk Ensure data is accurately entered into the systems SISTRS, AMOS etc. Compliance with the Company’s Quality System To work according to the requirements of the Company Quality System and ensure that the quality system is maintained in accordance with ISO9002, FIDI FAIMPLUS and the Quality and Procedures Manuals Ensure complete understanding and application of the requirements of the Network Global Service Charter Monitoring professional and congenial liaison with sister companies, franchises, partner agents, agents, Customs & Quarantine Authorities, Shipping Companies and other Commercial Entities at all times, endeavoring to assist them where possible and ensure prompt response is given to all correspondence, including E-mails. Monitoring the communication with overseas offices, agents and affiliates to ensure timely receipt of appropriate documents to allow on time reporting of cargo to Customs. Close monitoring of Shipping container movements and ensure minimum or zero demurrage/detention charges are maintained at all levels. Finance/Cost Ensure AMOS is updated for projected revenue, timely and accurate completion of invoicing, accruals etc and Service Evaluation data Produce relevant reports, e.g. Accrual reports, Consignment Status reports, file allocation. Ensure accurate and timely invoicing and management of all expenses (processing third party invoices) within the team Authorize and sign off all third-party invoices from within the team to ensure the internal checks and controls are maintained
