Director of Operations (Global)

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.

Global Mobility Management Services:

1. Directly manage global mobility service delivery processes and procedures.
2. Adhere to all contract requirements and internal operating guidelines.
3. Oversee internal reporting responsibilities and data integrity for client reporting.
4. Lead and/or collaborate with cross-functional process improvement teams.
5. Ensure performance standards align with SOPs, Client Specific requirements and Company Standards.
6. Assist the sales team with prospective client presentations.
7. Identify, document, or enhance workflow and interface opportunities related to relocation management services for clients and assignees.
8. Update and improve workflows based on client requirements.
9. Manage the service delivery component of clients’ policy. Oversee client-specific program feature requests.
10. Recommend processes to enhance existing revenue streams to maximize profitability and identify additional revenue sources.

Staff Development/Leadership/Management:

1. Manage service delivery teams supporting local and international global mobility/relocation programs.
2. Conduct employee performance appraisals.
3. Set ambitious and stretching goals to support team growth and development.
4. Work on Individual Development Plans with key talent, providing growth and opportunity and secure succession planning for the department.

Problem Resolution:

1. Handle transactional and program service issues.
2. Act as point of escalation for global mobility service delivery teams.
3. Workload management of global mobility service delivery teams.

Quality Assurance:

1. Review customer service evaluations and operating procedures to ensure consistent quality service delivery.
2. Review file documentation, client reports and invoices to ensure all key info is updated and accurate within the operating system.

Other:

1. Perform other duties and special projects, as assigned.
2. Flexibility in working hours to accommodate clients and service delivery in other geographies is required.
3. Some International Travel may be required as a component of this role.

Minimum Requirements:

1. Educational Background: Bachelor’s degree (or equivalent experience preferred).
2. 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.
3. Certifications: GMS (or equivalent) Certified preferred.
4. Skills: Exemplary organizational, communication, and interpersonal skills. Proficient with technology, data management, program reporting, workflow automation and staff management/development.
5. Project Management: Experience in project management and process improvement.

#J-18808-Ljbffr