Sr. Operations Manager

Why Choose Suddath to “Move” your Career to the Next Level?

At Suddath, you can be part of something special and inclusive! Join a team that has a 100 year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development
• For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.
  
  

The Senior Operations Manager is responsible for operational and line management of a Team of Relocation Consultants and Associates (“Team”) and fulfilling a day-to-day supervisory role within the Team. The job holder serves as point of contact for the team relating to day-to-day transactional issues and escalation. In addition, responsibilities include all training and development for team members in the office.

Essential Duties & Responsibilities:

• Plans, organizes, and directs the day-to-day service team activities and leads team through exemplary service and compliance to Sterling Lexicon policies and procedures.
• Manages the team to meet/exceed quality service, data integrity and production goals.
• Recruits, interviews staff and conduct performance reviews for the team.
• Assesses developmental needs of employees and assists in training and development of staff consistent with company-wide practices. May include creation of training documents.
• Assists with managing relationships with all assigned accounts as a back up to Director/Account Manager, ensuring a high level of client satisfaction with relocation services.
• Owns select accounts acting as relationship/account manager in addition to managing the service delivery team.
• Manage account implementations, account strategies, and visitation plan; oversee policy review, client contracts, pricing negotiations, renewals, and renegotiations.
• Leads client review process as scheduled.
• Assists VP, Operations in overall direction and strategy of service delivery teams, including process improvement and business design.
• Coordinate all training and ensures that team is kept up to date with new processes.
• Responsible for participating in the management of account profitability with Account Manager; develops and manages the revenue/activity/headcount for the team.
• Completes corporate and team projects as required.
• Provides input to senior management on decisions related to the operations function of the company.
• Participates in benchmarking analysis and helps in developing and implementing new policy provisions.
• Research data that are essential and applicable to a specific relocation situation when the requirements are not yet available within the company or from service partner(s)
• Produces standard and custom reporting to the client and participates in developing new reports per client specifications.
• Demonstrates a willingness to improve job-related skills, responding to direction and constructive feedback in a positive and professional manner.
• Shows flexibility and creativity in completing work assignments.
• Attends and actively participates in all team related meetings and training as deemed appropriate.
• Manages all operational reporting to ensure data integrity is in compliance with company requirements (this includes weekly reports for management fees, and referral fees).
• Performs file audits as required to ensure client contract and company compliance.
• Develops and maintains a positive and professional working relationship with all members of the team, customers, Clients, and service partners.
• Accepts additional job assignments and participates in project work as requested.
• Adheres to all company policies and procedures as outlined in the employee manual and Sterling Lexicon’s Policy and Procedures manual
  
  

Qualifications:

• Demonstrated leadership skills required.
• Excellent verbal and written communication skills for counselling employees at all levels.
• Highly customer service oriented.
• Ability to prioritise and re-prioritise as situations and needs change throughout the workday.
• Ability to multitask and organise workflow to meet deadlines and prioritise work.
• Requires ability to act independently and provide guidance/advice to consultants, transferees, providers, and clients and to lead global projects and interface with client’s global HR, payroll, providers, and others.
• Computer proficient and capable and comfortable in learning customised software necessary for the specialised tasks related to relocation activity and expense tracking.
• Demonstrated ability to work across cultures.
• Ability to think strategically in problem solving situations.
  
  

Education & Experience:

• Degree or equivalent work experience preferred.
• Seven plus years of previous operations and account management experience is essential.
• Five plus years of experience in managing teams preferred.
• Solid experience working as a relocation consultant.
  
  

TRAVEL:

• Up to 25%
  
  

Supervisory Responsibilities:

• Manages a staff of relocation consultants and associates.
  
  

Other Duties & Responsibilities:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
  
  

Working Conditions:

• Office working environment.
• Noise level in the work environment is usually moderate.
  
  

Physical/Environmental Demands:

Activity:

• Stand - Under 1/3 Time
• Walk - Under 1/3 Time
• Sit – Over 2/3 Time
• Use hands to finger, handle, or feel - Over 2/3 Time.
• Reach with hands and arms – 1/3 to 2/3 Time.
• Climb or balance – None.
• Stoop, kneel, crouch or crawl – Under 1/3 Time.
• Talk or hear – over 1/3 to 2/3 time.
• Taste or smell – None
• Other - None
  
  

Physical Activity Level:

• The employee must occasionally lift and/or move up to 10 pounds.
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to reach with hands and arms.
  
  

Manual Dexterity:

• Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.
  
  

Special Vision Requirements:

• Specific vision abilities required by this job include close vision and ability to adjust focus.
  
  

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.

The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.