Sr. Client Servicing Executive /Team Lead/ CSE

About IOS Relocations

IOS Relocations is a pioneer in the relocations business since 1994 and has constantly endeavoured to provide top-notch end-to-end relocation solutions to expatriates moving across the world. Our service portfolios include the following:

We specialize in providing process oriented programs to ensure smooth transition from one business and social environment to another. Operating out of 32 locations across India with capabilities in 500 locations globally including 7 sub-continental locations of Karachi, Islamabad, Dhaka, Colombo, Kathmandu, Dubai, and Abu Dhabi, IOS has emerged as a One-stop-Shop for all mobility solutions anywhere anytime. Over the last 25 years, we have earned a reputation as being the leading Relocation Service Provider, representing leaders in almost every industry.

To know us more please visit us at www.iosrelocations.com

Job Title: Sr. Client Servicing Executive /Team Lead/ CSE

Location:  PUNE

Job Summary: The Client Servicing Manager is responsible for managing and enhancing client relationships. This role focuses  on delivering exceptional client service, ensuring that international relocations and assignments are handled smoothly and efficiently. The ideal candidate will have strong experience in client management, a thorough understanding of global mobility processes, and a commitment to delivering high-quality service.

Key Responsibilities:

1. Client Relationship Management:
   
• Serve as the primary point of contact for clients regarding global mobility services, ensuring a high level of satisfaction and addressing any concerns or issues.
• Build and maintain strong relationships with clients, understanding their needs and providing tailored solutions to meet their requirements.
• Proactively manage client expectations and deliverables, ensuring timely and effective service delivery.
2. Service Delivery Oversight:
   
• Oversee the execution of global mobility services, including expatriate management, relocation, immigration, and tax compliance.
• Coordinate with internal teams and external vendors to ensure seamless service delivery and address any service-related issues.
• Monitor service levels and performance metrics, ensuring that client expectations and service standards are met or exceeded.
3. Client Communication and Reporting:
   
• Prepare and deliver regular updates and reports to clients on the status of their global mobility programs, including performance metrics and key milestones.
• Communicate effectively with clients to provide information, address concerns, and share insights on global mobility matters.
• Gather and analyze client feedback to drive continuous improvement in service delivery and client satisfaction.
4. Problem Resolution:
   
• Act as a key problem solver for client issues, managing complex situations and ensuring timely and effective resolution.
• Implement and manage processes for handling client complaints and escalations, ensuring that issues are resolved to the clients satisfaction.
5. Process Improvement:
   
• Identify opportunities for process enhancements and work on initiatives to improve the efficiency and effectiveness of client servicing operations.
• Collaborate with internal teams to implement best practices and innovative solutions to enhance the client experience.
6. Team Collaboration and Support:
   
• Work closely with the global mobility operations team to ensure alignment and coordination in service delivery.
• Provide guidance and support to team members on client-related matters, ensuring consistent and high-quality service.
7. Compliance and Risk Management:
   
• Ensure that client servicing operations adhere to relevant international laws, regulations, and company policies.
• Stay informed about changes in global mobility regulations and ensure compliance in client servicing activities.
• Implement risk management practices to mitigate potential compliance and operational risks.

Qualifications:

• Minimum of 3 years of experience in client servicing or a related field, with a proven track record of managing client relationships and service delivery.
• Excellent client management and communication skills, with the ability to build and maintain strong client relationships.
• Proven ability to resolve complex issues and manage client expectations effectively.
• Strong organizational and multitasking skills, with attention to detail and a focus on service excellence.
• Must have experience in using google dashboards & MS Excel-Pivots
• Proficiency in global mobility software and systems is a plus.

Additional Information:

• Some travel may be required to support client needs and attend relevant meetings or emails.