[Hiring] Executive Relocation Consultant @Sirva

Role Description

As an Executive VIP Consultant, you will contribute to Sirva’s success by serving as the single point of contact to Sirva’s EVIP customers during their mobility journey. The role is service focused, with the organizational ability to support, monitor and consult with customers across a variety of clients. The Executive VIP Consultant is responsible for the daily service delivery of the designated clients’ VIP relocation programs.

Key responsibilities include:

• Oversee the delivery of the entire spectrum of relocation management services, including:
  • Policy counselling
  • Destination services
  • Household goods shipping
  • Intercultural services
  • Visa/immigration services
  • Language training
  • Ongoing assignment support
  • Repatriation
• Interpret the designated clients’ relocation policies and procedures and evaluate different options to provide advice and consultation to relocating employees based on their particular needs and country-specific requirements.
• Anticipate, manage and resolve problems quickly and creatively.
• Partner with other internal customer support teams and external providers to ensure all customer needs are promptly met.
• Consult with clients on authorised services and potential exceptions.
• Respond to relocating employees on the same business day, ideally within 4 hours.
• Provide ongoing consultation to the customer during the entire length of the international assignment.
• Prepare status updates reports of their files and participate in weekly client meetings as required.
• Become the Subject Matter Expert on client policy and operating procedures.
• Recommend process improvements to drive efficiencies.
• Participate in Sales efforts, demonstrating a strong level of knowledge and passion for providing outstanding customer service.
• Flexibility around working hours as some calls may be required outside of core hours to accommodate VIP employee schedules.
• Act as the single point of contact and accountability on all EVIP moves.
• May include face-to-face visits with the relocating employee at key milestones of the move (if authorised and paid for by the client).

Qualifications

• High school diploma or equivalent.
• University degree or 3-4 years’ work experience in a customer experience, business operations role.
• Minimum of 5 years’ mobility experience with demonstrable VIP management experience.
• Overall Quality scores of 4.6 or above for the past year (for internal candidates).
• Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment.

Requirements

• Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day-to-day role.
• Embraces new technology and can easily incorporate it into ways of working.
• Ability to navigate multiple technology platforms simultaneously.
• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
• Experience of exercising judgement in owning complex processes, through to completion and resolution.
• Able to anticipate potential problems and develop effective solutions without immediate direction or supervision.
• Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently.
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and to grow alongside a transforming organization.
• Strong customer service and trusted advisor mindset in both proactive and reactive scenarios.
• Able to easily and quickly build trusted relationships through a customer service mindset.
• Able to operate in a team environment with shared goals and responsibilities.
• Displays confident, calm demeanor, particularly in difficult, emotional, or stressful situations.
• Strong collaborator and team player.
• Demonstrates a global mindset and is culturally aware.
• Excellent written, verbal communication and interpersonal skills.

Benefits

• Comprehensive benefits package that includes:
  • Medical
  • Dental
  • Vision
  • 401(k)
  • FSA/HSA
  • Employer HSA Match
  • Life & Disability Insurance
  • Paid Time Off
  • Volunteer Time Off
  • ID Theft Protection Plan
  • And more.
• Benefits are based on employment status and may not be available for temporary or non full-time employees.
• Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications.
• The final compensation will be determined during the hiring process based on these considerations.
• For positions available outside the United States, salaries will take into account local currency and market conditions.