Sirva is the global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With Sirva locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service and human support. 

By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it! 

Why work for Sirva? 

Being an international brand with a cross-regional structure your career opportunities could be endless! You can make colleagues, connections, and friendships the world over with Sirva. 

Diversity and inclusion are part of our service and therefore is part of our DNA. At Sirva our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself on our identify.  

Sirva has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work from Home and Core Flex Hours policy - trust & communication Is key to this model and encourage all employees to discuss with their People leaders what works best for you. 

MAIN PURPOSE OF THE JOB

• Manage and provide leadership, motivation and inspiration for the members of the Move Management Customer Experience team to deliver exceptional service delivery for our clients across a blended portfolio of Allied Corporate moves
• Provide customer service and an interface for client relationship building
• Respond to escalation of issues to in turn escalate to the Leader, CX or Account Managers, if appropriate
• Oversee the quality of operational processes and procedures for client assignments
• Maintain workloads of in the team to ensure relocatees are getting the appropriate time and service level dedicated to their relocation

PERSONAL ACTIVITIES
Service Delivery

• Provide advice and leadership to Move Management Consultants and oversee the service delivery of the team to ensure that tasks are performed in accordance within the client’s policies, contractual obligations and quality expectations
• Drive compliance to operational and financial processes within the business
• Attend to escalations arising from relocations, moving services and service delivery, as escalated by Move Management Consultants or clients
• Report real and potential problems, as well as unsatisfactory practises to VP Move Management
• Assist with strategies for enhancing service and value to our customers

Customer Experience

• Work with the business to ensure processes for the Move Management team are of a high standard to affect quality service delivery to all relocatees
• Maintain a high standard of service delivery for stakeholders including client’s HR and relocatees
• Conduct work with an ethical and professional standard at all times when dealing with internal and external stakeholders, including clients, relocatees, third party suppliers, professional bodies, SIRVA and Allied colleagues
• Ensure Move Management Consultants are capable and confident in dealing with the various cultures they work with conducting international relocations People Leadership and Team  Development
• Identify ways to build capability with and work with internal stakeholders to plan and action
• Mentor and lead the Move Management team, creating a positive and productive team culture
• Enhance good working relationships with all SIRVA, Allied locations, our Agent Network and employees.
• Set objectives, monitor performance and complete performance Reviews for all your team members
• Work with the team to understand any concerns, provide advice and facilitate resolution where required
• Manage staffing levels of the team, including resource allocation and planned leave
• Partner with the HR team to recruit and on-board new members of the Move Management Team.
• Identify ways to build capability in Move Management team
• Drive development opportunities based on service reviews and client feedback
• Lead induction and on-boarding training of new staff Compliance/Risk
• Ensure data is accurately entered into the required internal and external systems
• Compliance with client’s contractual requirements, e.g. quarterly meetings, cost savings, KPI’s, reporting, integrity of invoicing, third party arrangements
• Compliance with client’s policy guidelines and delivery of services within the various relocation packages. Where necessary, seek clarification and approval on all policy exceptions from clients

HR

• Compliance with the Company’s Quality System
• To work according to the requirements of the Company Quality System and ensure that the quality system is maintained in accordance with ISO9002, FIDI FAIMPLUS and the Quality and Procedures Manuals
• Ensure complete understanding and application of the requirements of the Network Global Service Charter
• Monitoring professional and congenial liaison with sister companies, franchises, partner agents, agents, Customs & Quarantine Authorities, Shipping Companies and other Commercial Entities at all times, endeavoring to assist them where possible and ensure prompt response is given to all correspondence, including E-mails.
• Monitoring the communication with overseas offices, agents and affiliates to ensure timely receipt of appropriate documents to allow on time reporting of cargo to Customs.
• Ensure procedures and processes are in place to report cargo to Australian Customs within the required time frame thus to avoid any penalties levied for late reporting.
• Close monitoring of Shipping container movements and ensure minimum or zero demurrage/detention charges are maintained at all levels.
• Monitor the Customs and Quarantine clearance times and ensure that all customers and quarantine requirements are met complying with Company, State and Federal Requirements
• Manage and control the “Critical Date Prompt” reports to maintain less than 10 CDPs at any given time to enable company to maintain accurate “Customer Tracking System” and for the local system to generate the “auto survey requests”.

Finance/Cost

• Ensure systems are updated for projected revenue, timely and accurate completion of invoicing, accruals etc. and Service Evaluation data
• Produce relevant reports, e.g. Accrual reports, Consignment Status reports, FBT reporting, file allocation.
• Ensure accurate and timely costing-on (for revenue) and management of all expenses (processing third party invoices) within the team
• Authorize and sign off all third-party invoices from within the team to ensure the internal checks and controls are maintained

POSITION REQUIREMENTS

• Proven leadership skills to motivate, lead and manage a team effectively
• Excellent customer service skills and the ability to build relationships with internal and external stakeholders and government clients
• Excellent written and verbal communication
• Effective dispute and conflict resolution
• Ability to think and present ideas clearly/logically
• An integral team player and self-starter with initiative and drive
• Experience in moving services (Domestic AUNZ, Imports & Exports AUNZ)
• Experience in International HR or a highly customer focused role
• Experience in stakeholder engagement including client presentations and managing KPI agreements and SLA’s

Sirva Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (Sirva, Team Relocations, Allied, & northAmerican) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com.

Sirva brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At Sirva, you will be in great company!
 
Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at [email protected] and let us know the nature of your request and your contact information.