Global Mobility Manager

Company Overview:\n\nVialto Partners is a market leader in Global Mobility Services. Our purpose is to \u201cConnect the World.\u201d We are unique and the only stand-alone global mobility business. This presents a rare opportunity for our clients, stakeholders and colleagues. \n\nOur teams help companies streamline and effectively manage their global mobility programs in a cost-efficient and compliant manner. Our services focus on providing cross-border compliance and risk assessment for tax, immigration, business travel, rewards and compensation, and remote work. Working at Vialto Partners is about getting the chance to be part of a global and dynamic team. Globally, Vialto Partners has over 8,000 staff worldwide and continues to grow. You will work with clients from a range of industries and different geographical locations. We believe in connecting the world and supporting our colleagues to do the same in their careers by undertaking assignments and opportunities globally that broaden their skills and ultimately benefit our clients. \n\nVialto is unstoppable when we work together in a culture of belonging, where everyone can thrive. We encourage employees to bring their true selves and share their unique talents and expertise to positively impact the communities we serve. To learn more about what we do, tune in to our podcast On the Move to hear expert insights on issues affecting global mobility, and read about the latest news in the industry. You can also follow us on LinkedIn and Instagram. \n\nJob Summary:\n\nIn this position you will serve as an extension of the client\u2019s internal Global mobility team. You will be the POC for clients, employees engaged in assignments and Vialto\u2019s territory offices. The role involves providing operational support, adeptly managing inquiries, and serving as the main escalation point for certain issues related to global mobility. You will be expected to be well versed with the client\u2019s global mobility polies and provide specialized expertise to the team and also the client employees with global mobility needs.\n\nLead / Co-lead the client\u2019s Assignments workstream (at a Global level), managing a team of 4-6 individuals.\n\nRegularly discuss cases / issues with the Client.\n\nRegularly update Process Documents / SOPs and Canned Response drafts for client review. \u2013 and ensure implementation.\n\nHandle escalations from employees and client team \u2013 conduct root cause analysis and provide remediation steps.\n\nHandle VIP (L8+) Cases (including communicating with Googlers\u0027 L8+ line management)\n\nHandle complex cases (Tier 2)\n\nConduct video calls with client employees (assignees).\n\nSign off on cost estimates prepared for STAs, FBTs, Rotations.\n\nCoordinate with Client\u2019s program managers\n\nCoordinate with partner teams (immigration, tax) to resolve issues and streamline processes.\n\nReview +Sign off on various reports submitted to the client.\n\nConduct QA review for MBR/QBR/ABR - Review of CSAT scores, TTFT \u0026 TTR missed SLA\u0027s\n\nSign off on periodic Business Review slides.\n\nPresent MBR, QBR and ABR slides to the client\n\nTrain new hires and provide refresher trainings (specially on policy updates)\n\nGuide Tier 1 case managers to handle new situations every day.\n\nProvide positive and constructive feedback to Tier 1 case managers\n\nHelp with Capacity Planning \u0026 Workload Balancing to ensure SLAs are met\n\nThere will also be additional team management responsibilities.\n\nAdditional Information:\n\nWork Location - Bangalore\n\nWe are an equal opportunity employer that does not discriminate on the basis of any legally protected status. \nPlease note, AI is used as part of the application process.\n