Sr. Operations Manager

The Suddath Companies • Jacksonville, FL

3d

About The Position

Why Choose Suddath to “Move” your Career to the Next Level? At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world. The Senior Operations Manager is responsible for operational and line management of a Team of Relocation Consultants and Associates (“Team”) and fulfilling a day-to-day supervisory role within the Team. The job holder serves as point of contact for the team relating to day-to-day transactional issues and escalation. In addition, responsibilities include all training and development for team members in the office.

Requirements

• Demonstrated leadership skills required.
• Excellent verbal and written communication skills for counselling employees at all levels.
• Highly customer service oriented.
• Ability to prioritise and re-prioritise as situations and needs change throughout the workday.
• Ability to multitask and organise workflow to meet deadlines and prioritise work.
• Requires ability to act independently and provide guidance/advice to consultants, transferees, providers, and clients and to lead global projects and interface with client’s global HR, payroll, providers, and others.
• Computer proficient and capable and comfortable in learning customised software necessary for the specialised tasks related to relocation activity and expense tracking.
• Demonstrated ability to work across cultures.
• Ability to think strategically in problem solving situations.
• Degree or equivalent work experience preferred.
• Seven plus years of previous operations and account management experience is essential.
• Five plus years of experience in managing teams preferred.
• Solid experience working as a relocation consultant.

Responsibilities

• Plans, organizes, and directs the day-to-day service team activities and leads team through exemplary service and compliance to Sterling Lexicon policies and procedures.
• Manages the team to meet/exceed quality service, data integrity and production goals.
• Recruits, interviews staff and conduct performance reviews for the team.
• Assesses developmental needs of employees and assists in training and development of staff consistent with company-wide practices. May include creation of training documents.
• Assists with managing relationships with all assigned accounts as a back up to Director/Account Manager, ensuring a high level of client satisfaction with relocation services.
• Owns select accounts acting as relationship/account manager in addition to managing the service delivery team.
• Manage account implementations, account strategies, and visitation plan; oversee policy review, client contracts, pricing negotiations, renewals, and renegotiations.
• Leads client review process as scheduled.
• Assists VP, Operations in overall direction and strategy of service delivery teams, including process improvement and business design.
• Coordinate all training and ensures that team is kept up to date with new processes.
• Responsible for participating in the management of account profitability with Account Manager; develops and manages the revenue/activity/headcount for the team.
• Completes corporate and team projects as required.
• Provides input to senior management on decisions related to the operations function of the company.
• Participates in benchmarking analysis and helps in developing and implementing new policy provisions.
• Research data that are essential and applicable to a specific relocation situation when the requirements are not yet available within the company or from service partner(s)
• Produces standard and custom reporting to the client and participates in developing new reports per client specifications.
• Demonstrates a willingness to improve job-related skills, responding to direction and constructive feedback in a positive and professional manner.
• Shows flexibility and creativity in completing work assignments.
• Attends and actively participates in all team related meetings and training as deemed appropriate.
• Manages all operational reporting to ensure data integrity is in compliance with company requirements (this includes weekly reports for management fees, and referral fees).
• Performs file audits as required to ensure client contract and company compliance.
• Develops and maintains a positive and professional working relationship with all members of the team, customers, Clients, and service partners.
• Accepts additional job assignments and participates in project work as requested.
• Adheres to all company policies and procedures as outlined in the employee manual and Sterling Lexicon’s Policy and Procedures manual

Benefits

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees