Consultant II International Relocation

Job Title / Qualifications: International Assignment Consultant

Reports To: Client Services Manager

Primary Function:

International Relocation Service provider for Global Clients and taking ownership of high quality Client driven services for their employees internationally.

The Consultant serves as the navigator and owner of the assignment process for their international assignees. Provide subject matter expertise in relation to all assignment–related issues. Responsibilities may include administration of client’s mobility policy/program; delivering expatriate compensation-related services, counselling on best utilization of resources (i.e. language and cross-cultural trainings); coordinating the shipment of household goods, destination services, expense management, etc. while ensuring customer and client needs are met in a timely, efficient manner through delivery of Top Block service, the highest accolade that an assignee can give.

UNDERPINNING ATTITUDINAL REQUISITES:

This role operates at a professional level, and as such requires to be able to think laterally and be highly flexible. Job satisfaction will be a key motivational driver for a successful Consultant. Working within a pressurised environment, the ability to manage perceived stresses of the role will be vitally important. Whilst a number of underpinning processes are apparent there will regularly be the need to work independent of these and demonstrate the ability to think creatively outside of the norm.

Major Duties and Responsibilities:

• Provide single point of co-ordination for all phases of International relocation activities, administering and policing client policy on behalf of client as outlined in their specific policies


• Provide impeccable customer service to assignee and their family


• Coordinate the delivery of services and manage vendors as dictated by client policy


• Counsel employees to the best utilization of program benefits


• Demonstrate sound knowledge of products and services


• Dealing with Client’s employees on a day to day basis in accordance with their policy


• Deliver the International Relocation products and services to the employee


• Strive to maintain Cartus’ position as the Market Leader by continuing to deliver exceptional customer services


• Participate in special projects as needed, including client presentations and client/supplier training


• Identify growth opportunities and refer it to the Account Management Team


• Be responsible for the co-ordination of Cartus Services, i.e., language, and cross-cultural training.


• To counsel the employee on their payroll benefits and partner closely with client Payroll teams to ensure seamless service delivery


• Interpret customer needs while balancing client policy; proactively maintain communication with assignee and client throughout assignment life cycle


• Demonstrate knowledge of policy and programs in all interactions with client


• Recommend enhancements to client policy, dependant on the client you are working with.


• Evaluate client policy and recommend revisions and customization as appropriate


• Provide consultative expertise regarding industry best practices and program administration


• Research information to assist clients in the development of new and existing international policies and compensation programs.


• Develop and maintain all pertinent records and ad hoc reports for management review and decision making


• Maintain and Manage relationships with Cartus’ internal departments and external suppliers/partners in regards to reaching the clients expectations


• Proactively seek opportunities to resolve unique customer concerns and needs; identify opportunities for enhancement to current client processes.


• Ensure 100% accuracy and data integrity in all Cartus systems


• Maintain compliance with Cartus’ core values, practices, and standards


• Assist with the development and training of Train new internal personnel

Critical Dimensions:

• Customer Service & administration Skills


• High level of proficiency


• PC/Systems literate


• Team Player


• Clear and concise, excellent use of verbal and written communication skills


• Planning & Organisation Skills


• Detail oriented- ability to multitask


• Interpersonal/Influencing Skills


• Strategic thinker -strong judgement and decision making skills


• Cultural sensitivity


• Able to work on your own initiative and in a team environment


• Strong analytical and problem resolution skills

Experience Requirement:

• Related business experience in the customer service or relocation field required


• Business experience in a highly pressurized customer service environment


• Demonstrated analytical and process skills are a minimum requirement


• High level of accuracy and process orientation required


• Bilingual and/or expatriate experience desirable


• Computer Literacy MS Office, Excel to an intermediate level