Manager - Client Relationship - IOS Relocations Segment - Logistics/Facility Management Firm

Client Relationship Manager || IOS Relocations

Job Summary:

- The Client Servicing Manager is responsible for managing and enhancing client relationships function.

- This role focuses on delivering exceptional client service, ensuring that international relocations and assignments are handled smoothly and efficiently.

- The ideal candidate will have strong experience in client management, a thorough understanding of global mobility processes, and a commitment to delivering high-quality service.

Key Responsibilities:

Client Relationship Management:

- Serve as the primary point of contact for clients regarding global mobility services, ensuring a high level of satisfaction and addressing any concerns or issues.

- Build and maintain strong relationships with clients, understanding their needs and providing tailored solutions to meet their requirements.

- Proactively manage client expectations and deliverables, ensuring timely and effective service delivery.

Service Delivery Oversight:

- Oversee the execution of global mobility services, including expatriate management, relocation, immigration, and tax compliance.

- Coordinate with internal teams and external vendors to ensure seamless service delivery and address any service-related issues.

- Monitor service levels and performance metrics, ensuring that client expectations and service standards are met or exceeded.

Client Communication and Reporting:

- Prepare and deliver regular updates and reports to clients on the status of their global mobility programs, including performance metrics and key milestones.

- Communicate effectively with clients to provide information, address concerns, and share insights on global mobility matters.

- Gather and analyze client feedback to drive continuous improvement in service delivery and client satisfaction.

Problem Resolution:

- Act as a key problem solver for client issues, managing complex situations and ensuring timely and effective resolution.

- Implement and manage processes for handling client complaints and escalations, ensuring that issues are resolved to the client's satisfaction.

Process Improvement:

- Identify opportunities for process enhancements and work on initiatives to improve the efficiency and effectiveness of client servicing operations.

- Collaborate with internal teams to implement best practices and innovative solutions to enhance the client experience.

Team Collaboration and Support:

- Work closely with the global mobility operations team to ensure alignment and coordination in service delivery.

- Provide guidance and support to team members on client-related matters, ensuring consistent and high-quality service.

Compliance and Risk Management:

- Ensure that client servicing operations adhere to relevant international laws, regulations, and company policies.

- Stay informed about changes in global mobility regulations and ensure compliance in client servicing activities.

- Implement risk management practices to mitigate potential compliance and operational risks.

Ideal Candidate Profile:

- 5-8 years of experience in client servicing or a related field, with a proven track record of managing client relationships and service delivery.

- Excellent client management and communication skills, with the ability to build and maintain strong client relationships.

- Proven ability to resolve complex issues and manage client expectations effectively.

- Strong organizational and multitasking skills, with attention to detail and a focus on service excellence.

- Must have experience in using google dashboards & MS Excel-Pivots.

- Proficiency in global mobility software and systems is a plus.