Kepong, 52100 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Job DescriptionPosted Monday, July 22, 2024 at 11:00 PM | Expires Friday, August 2, 2024 at 10:59 PM
We have a great opportunity for a Direct Delivery Manager to join our team in either Malaysia or Singapore.
Position Summary
Responsible for the day-to-day operations and providing leadership, guidance and support of the in-country Destination Services to actively strive for service excellence following service level agreements, client and customer service satisfaction levels.
Take ownership and improve the quality of operational processes and procedures for clients in designated locations.
Play a key role in managing the expectations and interactions for all stakeholders in the relocation process to ensure a successful outcome.
Support the Global Director and Senior 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 co-broking.
Do utmost to ensure adequate staffing levels, and delivery of HR programs such as performance appraisals, recruitment, training and development etc.
Direct, improve and enforce company procedures and practices.
Monitor the 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
60%
Directs, improves and enforces company procedures and practices.
Implements and oversees processes to ensure all data is timely and accurately entered into systems.
Monitors the 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.
Identifies and reviews service issues, addresses problems and makes recommendations to the Director/Senior Vice President for improvements regarding more complex issues.
Provides consistent communication to team members and the 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 the team to provide updated destination information as and when 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.
25% - Finance/Cost/Expense Administration
Accountable for all financials associated with the designated location for Destination Services.
Ensures system is kept updated for projected revenue, and cost of sale accruals with timely and accurate completion of costing-on, KPI and Service Evaluation data.
Works with the Finance team to ensure the invoicing process is carried out in order and timely.
Monitors incoming revenue from the business and ensures the 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 the creation of detailed budgets.
15% - 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 in 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.
Qualifications and Preferred Skills
Minimum 5 years of relocation experience with a proven track record in managing a profitable business portfolio.
Experience in operations at management level is essential.
Can articulate and implement initiatives into operational success.
Strong problem-solving and conflict-resolution skills.
Superior oral and written communication skills.
Able to remain resilient and positive under pressure.
Proactively implements innovative ways to achieve or surpass customer expectations.#J-18808-Ljbffr