Executive Relocation Consultant – International

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Job Description:

  • Serve as the single point of contact for Sirva’s EVIP customers during their mobility journey
  • Deliver daily service for designated clients’ VIP relocation programs
  • Support, monitor, and consult with customers across a variety of clients
  • Assist with urgent queries outside regular hours for other regions
  • Oversee the full spectrum of relocation management services, including policy counselling, destination services, household goods shipping, intercultural services, visa/immigration services, language training, assignment support, and repatriation
  • Interpret relocation policies and procedures and advise relocating employees based on individual needs and country-specific requirements
  • Anticipate, manage, and resolve problems quickly and creatively
  • Coordinate with internal customer support teams and external providers to meet customer needs
  • Consult with clients on authorized services and potential exceptions
  • Respond to relocating employees on the same business day, ideally within 4 hours
  • Provide ongoing consultation throughout international assignments
  • Prepare file status update reports 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 as required
  • Ensure supplier communications are vetted and employees are not asked for duplicate information
  • Attend face-to-face visits with relocating employees at key milestones when authorized and paid for by the client

Requirements:

  • 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
  • Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of day-to-day work
  • Ability to incorporate new technology 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 exercising judgement in owning complex processes through completion and resolution
  • Ability to anticipate potential problems and develop effective solutions without immediate direction or supervision
  • Ability to think creatively and navigate ambiguity to solve problems quickly and efficiently
  • Strong accountability for customer experience success
  • Strong customer service and trusted advisor mindset
  • Ability to build trusted relationships and customize communication style to each VIP and their family
  • Ability to operate in a team environment with shared goals and responsibilities
  • Confident, calm demeanor in difficult, emotional, or stressful situations
  • Strong collaboration and teamwork
  • Global mindset and cultural awareness
  • Excellent written, verbal communication and interpersonal skills
  • Flexibility around working hours, including possible calls outside core hours

Benefits:

  • Comprehensive benefits package
  • Medical
  • Dental
  • Vision
  • 401(k)
  • FSA/HSA
  • Employer HSA Match
  • Life & Disability Insurance
  • Paid Time Off
  • Volunteer Time Off
  • ID Theft Protection Plan
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