Global Mobility Operations Manager

Graebel Companies•Dundalk, MD

5d•Onsite

About The Position

Our clients include some of the largest and most recognized brands in the world. They’re innovators and leaders in their industries, making life-enhancing breakthroughs every day. We help them tap into those opportunities by placing their exceptional people where they need to be, anywhere in the world. When it comes to service, we set the bar for exceptional … and then we raise it with fresh ideas, leading tools and innovative approaches, and it’s all grounded in our values of truth, love, and integrity. We call it People-first Mobility. We’re looking for exceptional people who share those values along with our passion for delivering the highest levels of service. If that sounds like you, and if you’re ready for a new career opportunity, we’d like to hear from you! Here’s to the world ahead. We are seeking a Global Mobility Operations Manager to join our Dundalk team in a fast-paced environment. As International Service Delivery Manager you will lead a team of Relocation Supervisors who manage the consultants and associates delivering relocation services across a portfolio of corporate clients. Reporting to the Global Operations Director, you will hold your supervisors and their teams accountable for meeting and exceeding client SLAs and contractual targets, and drive engagement and productivity across the wider team. You will act as a senior operational partner to your clients — pre-empting issues in their service delivery plans and working alongside Global Account Managers to protect, deepen and grow each relationship — while balancing client needs against commercial and P&L impact, championing process and technology-led efficiencies, and serving as operational subject-matter expert on new client implementations.

Requirements

Lead and develop your Relocation Supervisors
Own service delivery across a client portfolio
Drive global consistency across regions
Problem resolution & service recovery
Client relationship & proactive engagement
Commercial & financial acumen
Continuous improvement & new initiatives
Technology & automation
New client implementations
Prioritisation & stakeholder management

Responsibilities

Lead and develop your Relocation Supervisors — coach, manage and develop the supervisors who lead your consultants and associates; hold them and their teams accountable for meeting and exceeding client targets; identify the pain points blocking target achievement and help teams resolve them; drive high engagement and productivity across the wider team.
Own service delivery across a client portfolio — ensure consistent, high-quality delivery against each client’s SLAs and contractual agreements; oversee caseloads, file and data integrity, and compliance with client policies and Graebel standard processes.
Drive global consistency across regions — partner closely with peer Operations Managers in other regions who support the same or similar clients within their own portfolios, aligning on a consistent approach to shared client accounts and ensuring a globally consistent standard of service delivery.
Problem resolution & service recovery — lead escalations and day-to-day issue resolution; build and monitor action plans that protect service levels and continuously improve operations.
Client relationship & proactive engagement — build strong relationships with each client in the portfolio; proactively pre-empt pain points in their service delivery plans and understand issues within their transferee populations; encourage proactive engagement to enhance their relocation programmes, partnering with Global Account Managers to expand and optimise each relationship.
Commercial & financial acumen — understand the P&L and financial impact of manager-level decisions, weighing commercial impact against client needs.
Continuous improvement & new initiatives — champion process refinements and support new initiatives within existing clients; find ways to create efficiencies in the processes that support them.
Technology & automation — apply a strong technology lens to move processes away from manual effort towards automation and greater efficiency.
New client implementations — act as operational subject-matter expert on new client wins, dedicating time to building programmes that are efficient and financially viable.
Prioritisation & stakeholder management — flex across shifting priorities; manage a mix of internal queries (Account Management, Finance, Supplier Development) and client queries; prioritise your own workload while helping teams understand key priorities and hold them accountable for agreed actions.
Other duties — perform other related duties as required.