Relocation Operations Manager, EMEA

Job Description

As a Relocation Operations Manager, you will oversee a dedicated team of global relocation specialists to ensure top-tier delivery of VIP relocation and global mobility services. You will be responsible for driving operational excellence, fostering a client-centric culture, and ensuring your team has the resources and support to deliver exceptional service at every stage of the relocation journey.

Your leadership will also play a key role in collaborating with internal stakeholders across Finance, Supply Chain, and Account Management, advocating for the needs of your team and clients.

This position is ideal for someone with a passion for high-touch relocation services, demonstrated leadership, and an expertise in managing global mobility processes.

Key duties:

• Lead and support a team of VIP Global Relocation Specialists, fostering a culture of excellence and positive service delivery.
• Motivate and mentor team members, serving as a coach and providing guidance to enhance individual and team performance.
• Act as the primary advocate for the team, ensuring their needs are met across functions, including policy, process, IT systems, and supply chain.
• Assist in resource planning and recruitment, helping to identify and onboard the best talent for the VIP Relocation team.
• Train new hires, ensuring all team members are equipped with the skills and knowledge needed to excel in VIP client service.
• Act as the escalation point for operational inquiries, troubleshooting issues, and providing resolutions for both clients and team members.
• Coordinate training sessions as necessary, promoting continuous learning and professional growth within the team.
• Oversee team compliance, ensuring work quality, adherence to guidelines, and consistency in service standards.
• Conduct regular team and individual meetings, covering topics such as workload distribution, client updates, quality control, and case management.
• Generate detailed reports on team performance, mission-aligned objectives, and deadline adherence to senior management.
• Work closely with the Global Operations Manager and Managing Director to enhance service effectiveness and team productivity.
• Drive strategic initiatives to support account-specific processes, culture, pricing, and billing requirements.
• Prepare and conduct KPI reviews and annual performance development reviews (PDPs) for team members.
• Manage personnel concerns, leave requests, remote work authorisations, and provide coverage solutions when needed.
• Assign and delegate ad hoc projects, ensuring fair distribution and monitoring of workload.
• Support business growth targets by promoting customer service excellence and aligning team goals with company expansion objectives.
• Maintain GDPR, compliance, and ISO certifications, championing best practices across all aspects of operations.

Skills, Experience, and Knowledge:

• 5+ years of experience in relocation, household goods, or global mobility management, ideally in a high-touch or VIP context.
• Background in in-house or client-side global mobility is a plus.
• Proven experience in team leadership, with a demonstrated ability to inspire, mentor, and develop talent.
• Strong recruitment and interviewing skills, with a knack for selecting and onboarding top-tier candidates.
• Experience in designing and delivering training, fostering a team culture of continuous learning and improvement.
• Skilled in workload management, assigning tasks based on team members' strengths, availability, and developmental goals.
• Deep understanding of the team’s performance potential, allocating responsibilities to maximise productivity.
• Exceptional relationship-building and client service skills, coupled with a dedication to upholding high standards of service.
• Professional and articulate communicator, with excellent written and verbal English skills.
• Advanced proficiency in Microsoft Office Suite, with strong organisational and time management abilities.
• Attention to detail, with a focus on data accuracy and operational efficiency.
• Confident and professional in all client-facing interactions, including meetings and presentations.
• Financial acumen, with an understanding of profitability considerations in relocation services.
• Willingness to travel internationally as required.