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Company

Sirva · 6 hours ago

Manager, US Government Client Services (Virtual, United States)

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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ConsultingCustomer Service

No H1B

U.S. Citizen Only

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Responsibilities

Manages all aspects of the day to day activities as the People Manager of the team, including

Coaching and training

Monitors staff performance continuously and at a minimum formally appraises staff annually

Manages case load assignments and rebalances as needed

Ensures consistency with key standard practices – conducts desk audits, etc.

Ensures compliance with client contract requirements and company policy/practices

Ensures compliance with client SLA targets

Builds productive and effective relationships with clients, assignees and suppliers as well as within Sirva

Onboards employees to team and ensures training to perform role effectively

Develops People Manager skills of the Team Leader

As required, directly manages assignment/relocations of identified high profile employees (VIPs)

Conducts in-process customer survey

Escalation and resolution manager for client and team members

Continually assesses opportunities to expand client relationship, improve team performance and internal processes with Director

Monitors and manages (through Global Alliance Management) the effective service delivery of third party vendors

Maintains data integrity, and ensures the timely production of effective and valid data for client and internal use; for regional account owners, creates reports for regional client contacts

Prepares for and contributes to regular client review meetings

Participates as appropriate in special projects (for example, RFPs; improving Sirva's ability to compete in the marketplace; improving efficiency, etc)

Works with the Implementation team during execution of new account plans, ensuring that communication bridges, policies and procedures and processes are in place; manages successful transition of terminated accounts

Undertakes other assignments as required

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

People ManagementRelocation ManagementCRP CertificationGMS CertificationUS Domestic Account ExperienceReal Estate ExperienceImmigration KnowledgeAssignment Package ReviewInternational Payroll IssuesMicrosoft OfficeFluency in English

Required

Bachelor’s Degree or equivalent

5+ years of experience as a relocation Consultant/People Manager or similar customer service roles, including people management experience, or 2 years of experience as a Team Leader (or other people management function) with Sirva

Experience with US domestic account teams and real estate experience required (real estate sales, title/escrow or mortgage)

Fluency in speaking and writing English required

Proficient in IT applications (e.g., Microsoft Office: Word, Power Point, Excel)

You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation

Preferred

Relocation industry experience preferred

CRP and GMS certification preferred

Demonstrated experience/knowledge in the areas of immigration, balance sheets, assignment package review, assignee transfer process, international payroll issues (including reconciliations) year–end process, reporting requirements, cost projections and policy development and the application of this knowledge to moderately complex client situations ability to manage a multicultural and virtual team