Senior Relocation Consultant

Overview

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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!

Sirva is now seeking a Senior Relocation Consultant to support our international clientele based out of Malaysia.

This role requires flexibility to shift times and offers a hybrid working model with work from home available.

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 are part of our DNA. At SIRVA our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself to our identity.

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.

Position Summary

The Senior Relocation Consultant (SRC) is responsible for coordinating the delivery of local destination service programs based on SIRVA Relocation clients’ policies and benefits.

You will act as the primary point of coordination and accountability to internal SIRVA Consultants and transferring assignees while maintaining the highest levels of customer service. This includes managing expenses at the lowest possible level for the corporate client while contributing to optimum revenues for SIRVA Relocation.

Functions and Responsibilities

Under the allocation from the client, administer and manage the process of the relocation for the assignee and family from their pre-decision trip to arrival through to settling in and ongoing support management. This may also include services like preview trip, home search, school search, settling in and repatriation.

Administer initiating documentation from client and establish (and maintain) paper and soft files.

Make timely contacts with SIRVA internal consultants, 3rd party providers and designated assignees within given Key Performance Indicators (KPIs).

Coordinate with all internal departments / functions to ensure successful assignee experience.

The SRC is expected to remain up to date on local as well as expatriate issues in the international community including but not limited to, knowledge about housing market (basic knowledge), international schools, recreation, health issues, public transportation, groceries, ‘Expatriate’ activities, domestic help etc.

The SRC is expected to maintain inventories of SIRVA Relocation reference materials for the Expatriate ‘Welcome Kit’ and to keep abreast of useful information that is deemed beneficial for the destination service program.

Maintain good relationships with international schools (administrators) and to be updating of international schools’ occupancies and participating in schools’ invitations to ensure we have full knowledge on the school curriculums.

Educate assignees or internal consultants on minor relocation issues as these relate to transferring family, communicate with Client HR (where applicable) regarding exception management specific to individual assignees, including recommendations on specific exceptions to policy; providing status updates, and keeping client HR abreast of issues and solutions that arise such that the Client is not ‘blindsided’.

Work according to the requirements of the Company Quality System.

Report real and potential problems, as well as any unsatisfactory practices, to your manager for action.

Maintain the Relocation Database – SMARTS / Service Engine

Manage the 3rd parties’ providers like field consultants, car rental companies etc and liaise with them in co-ordination of the destination service program for the transferring assignee and family member(s), where applicable.

Provide SIRVA Relocation reports as requested.

Provide leadership, support and guidance to other team members

Mentor and lead the team by providing guidance and assistance as required ensuring that contractors’ and clients’ matters are dealt with in a timely and cost-effective manner

Train / co-ordinate / conduct appropriate training on SMARTS / Service Engine for team members

Participating in client / prospect visits and presentations where required.

Qualifications and Preferred Skills

• 5-7 years’ experience in real estate, relocation or similar industry
• Excellent communication and diplomatic skills : preferably with experience in living abroad and / or communicating with all levels of employees, and across cultures.
• Prefer fluent English speaker plus one or more languages
• Must have a strong customer service background with ability to build relationships, proven skills in project and service partner management are required.
• Must be a Team player and self-starter with initiative and drive
• Good computer skills - proficient in Microsoft Office applications (Excel, Word, Access)

Education and Certification Requirements

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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