Direct Delivery Manager

Kepong, 52100 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Posted Monday, July 22, 2024 at 11:00 PM | Expires Friday, August 2, 2024 at 10:59 PM

We have a great opportunity for a Direct Delivery Manager to join our team in either Malaysia or Singapore.

Position Summary

• Responsible for the day-to-day operations and providing leadership, guidance and support of the in-country Destination Services to actively strive for service excellence following service level agreements, client and customer service satisfaction levels.
• Take ownership and improve the quality of operational processes and procedures for clients in designated locations.
• Play a key role in managing the expectations and interactions for all stakeholders in the relocation process to ensure a successful outcome.
• Support the Global Director and Senior Vice President in all regional implementations.
• Grow and enhance the Destination Services including Home Search, Settling-in, Orientation, Temp Accommodation Booking and Tenancy Services in designated location with both corporate clients and consumers.
• Ensure that there are sufficient resources and attention to the real estate database to maximize conversions, revenue and profit and minimize co-broking.
• Do utmost to ensure adequate staffing levels, and delivery of HR programs such as performance appraisals, recruitment, training and development etc.
• Direct, improve and enforce company procedures and practices.
• Monitor the overall quality of the services of the company and the local suppliers, providing guidance and coaching as appropriate.
• Maintain and where possible continuously improve the company’s relationship with Clients.
• Keep track of industry trends and position the operations processes so that the targets can be reached.
• Keep skills and competencies up to date through professional development.

Functions and Responsibilities

60%

• Directs, improves and enforces company procedures and practices. Implements and oversees processes to ensure all data is timely and accurately entered into systems.
• Monitors the overall quality of the services delivered in the department, providing guidance and coaching as appropriate.
• Take the lead on escalated issues and VIP assignees where appropriate.
• Oversees allocation of resources and staff to maintain appropriate standards of coverage, addresses volume fluctuations and ensures availability of resources.
• Mentors and leads the team and provides guidance and assistance as required ensuring that contractors’ and clients’ matters are dealt with in a timely and cost-effective manner.
• Identifies and reviews service issues, addresses problems and makes recommendations to the Director/Senior Vice President for improvements regarding more complex issues.
• Provides consistent communication to team members and the Director regarding individual/team measurements and results.
• Answers queries from Clients and internal departments on local market conditions and norms and provides consultation and advice as needed.
• Coordinates with the team to provide updated destination information as and when required.
• Trains/coordinates/conducts appropriate training on internal platforms (Service Engine, Novus, etc.) for team members.
• Oversees provision of data and input for completing quarterly market and benchmarking reports.
• Ensures that both internal and external management reports are completed on time and accurate.

25% - Finance/Cost/Expense Administration

• Accountable for all financials associated with the designated location for Destination Services.
• Ensures system is kept updated for projected revenue, and cost of sale accruals with timely and accurate completion of costing-on, KPI and Service Evaluation data.
• Works with the Finance team to ensure the invoicing process is carried out in order and timely.
• Monitors incoming revenue from the business and ensures the team puts the right amount of emphasis on creating revenue for the business.
• Controls expenses to ensure cost efficiency and that it is in line with incoming revenue.
• Contributes to the creation of detailed budgets.

15% - Close Cooperation with Business Development/Marketing/Account Management

• Fully supports the business development function to secure new clients including and providing input for proposals and attending presentations.
• Participates in sales presentations with AM and BD team; manage in country implementation and transition of new business.
• Identifies opportunities for account penetration and develop revenue opportunities.
• Acts as the first point of contact for any questions/problems/updates to the Client for locally contracted companies.
• Ensures that procedures are in line with service delivery standards and client policy.
• Conducts ethical and professional standards at all times when dealing with clients, relocates, third party suppliers, professional bodies, internal customers, etc.

Qualifications and Preferred Skills

• Minimum 5 years of relocation experience with a proven track record in managing a profitable business portfolio.
• Experience in operations at management level is essential.
• Can articulate and implement initiatives into operational success.
• Strong problem-solving and conflict-resolution skills.
• Superior oral and written communication skills.
• Able to remain resilient and positive under pressure.
• Proactively implements innovative ways to achieve or surpass customer expectations.

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