Team Lead, Operations (Remote)

Overview:

As the Team Lead, your primary responsibility will be to oversee and coordinate comprehensive relocation services for corporate clients and their transferring families. This role involves managing a team of relocation consultants and ensuring the seamless delivery of all relocation services required by clients. These services encompass home marketing assistance, Buyer Value Option (BVO), Guaranteed Buy out (GBO), household goods management, move coordination, home search support, mortgage guidance, temporary living arrangements, employee relocation policy counseling, financial administration, and more. Your leadership will play a pivotal role in achieving outstanding service outcomes for our valued clients.

• Lead and supervise a team of relocation consultants, ensuring smooth and efficient day-to-day operations.
• Coordinate with the Director of Operations to establish operational goals, strategies, and performance metrics.
• Monitor team performance and individual contributions, providing feedback, coaching, and support as needed.
• Develop and implement process improvements to optimize workflow and increase operational efficiency.
• Collaborate with cross-functional teams to address operational challenges and implement solutions.
• Prepare reports and presentations for senior management, providing insights into team performance and operational trends.
• Identify training needs and opportunities for professional development within the team.
• Foster a positive and collaborative team culture, promoting open communication and teamwork.
• Manage the BVO and GBO aging and pre-inventory reports in conjunction with the account managers to improve overall home sale statistics.
• Prepare and conduct employee performance reviews in conjunction with the Director of Operations.
• Flexibility to adapt to changing priorities and demanding workloads.
• Identify training needs and develop learning objectives aligned with business goals.
• Ensure compliance with company policies, industry regulations, and safety standards.
• Conduct regular team meetings to communicate updates, goals, and performance targets.
• Handle escalated operational issues, making quick and effective decisions to maintain operational continuity.
• Demonstrate proficiency in developing and delivering presentations to effectively showcase our products and services to clients and/or suppliers.
• Demonstrate professionalism in all aspects, from communication and presentation to appearance and interactions, consistently exceeding expectations with clients and in the organization.

• Previous experience in a supervisory capacity or evident ability to lead and direct others effectively.
• Proficient in managing daily operations and streamlining processes to drive increased efficiency and productivity.
• Exhibits positive behavior and takes personal responsibility, contributing as a constructive and uplifting presence within the department.
• Demonstrate a commitment to living our core values in every aspect of your work. Uphold the principles of integrity, teamwork, and continuous improvement to foster a positive and inclusive work environment.
• Possesses a minimum of 7+ years of experience in a Relocation Consultant role or equivalent relevant experience.
• Demonstrates a track record of achieving satisfactory home sale ratios, exceptional customer satisfaction ratings, and meeting or surpassing referral capture ratios.
• Exhibits positive behavior and takes personal responsibility, contributing as a constructive and uplifting presence within the department.
• Strong computer skills are a must, with proficiency in Microsoft products.
• CRP designation is not required but encouraged.