• Handle case escalations
• Ensure service delivery that meets all clients’ requirements. This entails monitoring the responsiveness and quality of the services that are delivered by the India Consultant team
• Manage team workload and case volumes
• Conduct real-time and retrospective monitoring of productivity, metrics, and accuracy to ensure a positive assignee experience
• Train incoming Global Mobility Consultants
• Perform customer survey analysis, takes necessary actions to improve client’s satisfaction and reports team’s quality checks results to the management.
• Collaborate closely with Global Mobility Consultant Team Leader of Poland team to ensure globally consistent practices & experiences for mobilizing talent
• Lead and participate in team operations calls, both internally and with recurring vendor partners (immigration, tax, relocation)
• Act as the SME for team members, business and other stakeholders regarding process related knowledge. • Participate in the implementation of various improvement initiatives and strategies within the team's scope.
• Proactively look for new opportunities to improve the overall Mobility experience, always ensuring a globally consistent experience
• Ensure that processes and procedures for the team are in line with policies & guidelines
• Create an inspiring team environment with an open communication culture
• Actively participates in project planning and implementation - integrates information from a wide range of sources to develop plans and justify decision making process
- Excellent English verbal and written communication skills
- Experience working in a high touch customer service environment or Global Mobility in a large global organization
- Good understanding of expat tax, social security and immigration matters, from an international assignment perspective
- Ability to provide and receive constructive performance insights
- People leader experience, including the ability to lead and motivate teams
- Exposure to differing Global Mobility policies and procedures a plus
- Experience working in a Center of Excellence atmosphere a plus
- Flexible work schedule to meet the time zones of our mobilizing staff
3+ years of people management experience
5+ years Global Mobility experience
