Manager, US Domestic Service Delivery

3 weeks ago

Phoenix, United States Bristol Global Mobility Full time

Position Summary: 

Manage the Bristol Global Mobility’s Service Delivery Team, including all daily aspects of Service Delivery, team development, caseload management, internal communication, and overall team functions. Possess knowledge and understanding, to facilitate involvement with the corporate Client on day-to-day transactions, issue resolution, and policy administration, working in conjunction with the Director of Service Delivery.  

 

Requirements

Essential Duties and Responsibilities include the following:

  • Foster a spirit of teamwork and unity among team members.
  • Manage Associate Mobility Advisors and Mobility Advisors including Frequent 1:1s, ongoing training and coaching communication of company goals and implementation of new or updated processes
  • Prepare and conduct recurring performance reviews for Associate Mobility Advisors and Mobility Advisors.
  • Monitor the performance of the Service Delivery team to ensure the highest levels of performance excellence, consistency of process, improvement, and innovation. 
  • Monitor, troubleshoot, and address any areas of day-to-day or overall Client and Transferee dissatisfaction and mitigate the risk of reoccurrence.
  • Monitor monthly survey satisfaction ratings, survey response results, and investigate any negative scores or comments from Transferees or Client contacts.
  • Manage day-to-day Service Delivery operations including Review Service Delivery data integrity via recurring audits and monitoring the Elite Dashboard, identify areas of improvement and conduct additional team training as needed, administer MA client assignments and the distribution of new authorizations and review and balance PTO requests to align with client assignments and PTO coverage availability.
  • Identify areas of improvement to increase productivity and effectiveness.
  • Escalations - Internal/External which includes: Identify and resolve any internal team conflicts, identify any gaps in team training and work with Senior, MAs to facilitate training, serve as Tier 2 internal escalation contact for Associate Mobility Advisors, Mobility Advisors, and Client Engagement Directors.
  • Provide evidence-based solutions and industry best practices to Director, Service Delivery, Client Engagement Directors, and Client Contacts. 
  • Coach and train Service Delivery Team Members which includes facilitate new associate onboarding, collaborate on client-specific implementations and recurring policy training, ensure 100% compliance of all internal processes by the Service Delivery team.
  • Keep the Director of Service Delivery informed of task accomplishment, issues, and status.
  • Lead and facilitate team huddles.
  • Serve as a liaison for Service Delivery for internal department meetings and projects. 
  • Participate in requests for proposals, implementations, quarterly, and annual business reviews.
  • Some travel may be required.
  • Other duties, as assigned.

Required Qualifications and Experience:

  • Proven work experience as a people leader.
  • Experience training teams on intricate processes.
  • Experience in people management and mentorship.
  • In-depth knowledge of quality metrics and translating data to actionable items.
  • Four+ years of Mobility Advisor experience in a team-oriented fast-paced environment or similar experience.

Benefits

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Compensation & Benefits

  • Salary plus commission
  • Unlimited paid time off
  • Medical, Dental and Vision Benefits
  • FSA & HSA accounts
  • 401k with 50% match
  • Life and personal accident insurance
  • Adoption assistance
  • Tuition reimbursement
  • Employee assistance program
  • Marketplace for personal shopping discounts

Connection and belonging at Bristol

At Bristol Global Mobility, we are committed to leading a diverse and inclusive workplace where all our people are empowered to succeed. As a committed signatory of the UN Women’s Empowerment Principles (WEPs), CEO Action and member of Includability, we are passionate about equal opportunities and actively encourage applicants from all backgrounds.

 If you have a disability or condition which may affect your ability to take part in our application process, please let us know and we will make reasonable adjustments for you.


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