Manager, Service Delivery

Role Overview

Asa Manager, Customer Experience and Operations, you will contribute to Sirva’s success by employing best practices and data driven decision making to lead a Customer Experience Operations team.  This role is an exceptional people leader successfully managing a team of Customer Experience Consultants and is responsible for the development of the team and continuous improvement of processes and performance.

What You’ll Be Doing

·       Manages a team of Customer Experience Consultants to provide an exceptional customer experience through the utilization of data management tools and best practices.

·       Participates in continuous improvement of processes and integration of tools and technology.

·      Coaches, motivates and develops team members.  Accountable for the successful completion of training of all direct reports and indirect reports required for the business transformation.

·       Proactively leads performance discussions, performance management and team development.

·       Participates in hiring, onboarding and training.

·       Manages workflows and flexible schedules for team members to ensure adequate workload coverage to optimize customer satisfaction.

·       Uses all the tools and available reports to have a continual pulse on the operations. Analyzes service and employee trends and effectively uses data to create and deliver solutions.

·       Coaches team members who are not using the technology to the fullest extent. 

·       Monitors all Client SLAs and the experience monitoring for all customers. Analyzes and applies information from dashboards and metrics to offer improvement opportunities

·       Uses technology and reporting to ensure data integrity and proper and timely billing of fees

·       Handles difficult customer situations and escalations with empathy and confidence

·       Partners with internal stakeholders as well as external suppliers to cohesively execute on Client SLAs, KPIs and overall client and customer experience strategy.

·       Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and process.

·       As required participates in sales efforts and client business reviews.

·       Partners with business leaders to support and implement progressive service delivery models, utilizing consultant‑levelling initiatives to enhance delivery effectiveness.

·      Supports business leaders in delivering consistent customer experience operations across multiple SIRVA service lines.

What You Bring to Sirva

Education/Experience

·       University degree or equivalent experience required

·       Experience in global mobility or similar customer service roleswith a focus on operational excellence

·       CRP or GMS certification preferred 

Cognitive Skills

·       Proven ability to adapt to evolving needs and develop solutions

·       Results driven with a creative approach to idea generation and problem solving.  Maintains exceptional organizational and time management skills. 

Technical Skills

·       Experience using workforce management programs preferred

·       Experience with generating reports and dashboards and analysis of performance data.

·       Demonstrated success utilizing dashboards and metrics to drive process improvements

·       Intermediate knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook).

Social & Emotional Skills

·       Experience working in a collaborative, cross-functional departments

·       Clear, open and regular communication with team members.  Demonstrated ability to have tough conversations with team members in an effort to improve skill and performance

·       Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing

·       Excellent coach and team leadership skills with the proven ability to motivate and develop a team of customer experience professionals a team in a fast paced, transformative environment.

·       Excellent conflict management skills for the purpose of resolving escalated employee and customer issues.

·       Demonstrated change manage mentability. 

WhatSirva Offers

·      Competitive salary and incentive plans

·      Workplace flexibility for a balanced work/life approach

·      Comprehensive benefits packages and wellness program

·      Generous company-paid vacation days and holiday time

·      Challenging, collaborative, diverse corporate culture

·      Ongoing opportunities for learning and career development