Job Description

Position Summary Responsibility for the day-to-day operations and provide leadership, guidance and support of the in country Destination Services to actively strive for service excellence in accordance with service level agreements, client and customer service satisfaction levels. Take ownership and improve the quality of operational processes and procedures for clients in designated location. Play a key role in managing the expectations and interactions for all stakeholders in the relocation process in ensuring a successful outcome. Support the Director and Vice President in all regional implementations. Grow and enhance the Destination Services including Home Search, Settling-in, Orientation, Temp Accommodation Booking and Tenancy Services in designated location with both corporate clients and consumers. Ensure that there are sufficient resources and attention to the real estate database to maximize conversions, revenue and profit and minimize service delivery cost Do upmost to ensure adequate staffing levels, delivery of HR programs such as performance appraisals, recruitment, training and development etc. Direct, improve and enforce company procedures and practices. Monitor overall quality of the services of the company and the local suppliers, providing guidance and coaching as appropriate. Maintain and where possible continuously improve the company's relationship with Clients. Keep track of industry trends and position the operations processes so that the targets can be reached. Keep skills and competencies up to date through professional development.

Functions and Responsibilities

Primary accountability is for all operational aspects of SIRVA Destination Services

Directs, improves and enforces company procedures and practices. Implements and oversees processes to ensure all data is timely and accurately entered into systems. Monitors overall quality of the services delivered in the department, providing guidance and coaching as appropriate. Take the lead on escalated issues and VIP assignees where appropriate. Oversees allocation of resources and staff to maintain appropriate standards of coverage, addresses volume fluctuations and ensures availability of resources. Mentors and leads the team and provides guidance and assistance as required ensuring that contractors' and clients' matters are dealt with in a timely and cost-effective manner. Source, train, and coach local field consultants and relocation consultants to deliver face-to-face services in line with SIRVA standards. Identifies and reviews service issues, addresses problems and makes recommendations to the Director/Vice President for improvements regarding more complex issues. Provides consistent communication to team members and Director regarding individual/team measurements and results. Answers queries from Clients and internal departments on local market conditions and norms and provides consultation and advice as needed. Coordinates with team to provide updated destination information as and when required. Types of information include (and is not limited to) housing, temp accommodation, schooling and club information, destination guides and any other destination information as required. Trains/coordinates/conducts appropriate training on internal platforms (Service Engine, Novus, etc.) for team members. Oversees provision of data and input for completing quarterly market and benchmarking reports. Ensures that both internal and external management reports are completed on time and accurate.

Finance/Cost/Expense Administration

Accountable for all financials associated with the designated location for Destination Services. This includes all profit and lost responsibilities, budgets, expenses, revenue, business reviews etc. Ensures system is kept updated for projected revenue, cost of sale accruals with timely and accurate completion of costing-on, KPI and Service Evaluation data. Works with Finance team to ensure invoicing process is carried out in order and timely. Monitors incoming revenue from the business and ensures team puts the right amount of emphasis on creating revenue for the business. Controls expenses to ensure cost efficiency and that it is in line with incoming revenue Contributes to creation of detailed budgets.

Close Cooperation with Business Development/ Marketing/Account Management

Fully supports the business development function to secure new clients including and providing input for proposals and attending presentations. Participates sales presentations with AM and BD team; manage in country implementation and transition of new business. Identifies opportunities for account penetration and develop revenue opportunities. Acts as the first point of contact for any questions/problems/updates to the Client for locally contracted companies. Ensures that procedures are in line with service delivery standards and client policy. Conducts ethical and professional standards at all times when dealing with clients, relocates, third party suppliers, professional bodies, internal customers, etc.

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 HRSirva@Sirva.com and let us know the nature of your request and your contact information.