SENIOR CLIENT SERVICES CONSULTANT
AIRSWIFT
Total years of experience :15 years, 0 Months
o Managed and coordinated over 100 global relocations of expatriates in more than 40 countries which includes high-level executive leadership team.
o Execute effective coordination for all phases of international relocation activities in origin and destination locations, such as visa & immigrations, travel, hotel bookings, household goods, schools, home rental & maintenance, settling-in & orientation, invoicing & expense management & reimbursement, language and intercultural training.
o Primary responsible for effectively managing the daily operations of multiple global contracts/portfolio supporting international assignees and serves as “navigator” by closely partnering with various stakeholders to ensure efficient and effective relocation solutions (global employment & global mobility).
o Drives project deliveries by ensuring all service level agreements are met by managing the internal resource and external suppliers whilst monitoring consistency and compliance.
o Facilitated the training, onboarding and performance management of new and partnered procured external providers (Immigration, Payroll, Household Goods, Destination Services).
o Participated with tenders, service upsell opportunities and presentation opportunities for new locations. This includes drawing proposal, pricing, client negotiation & actual implementation. Successfully won several projects with accomplishments include countries in Asia and Europe for different oil & gas projects; generated more than $100, 000 additional profit towards service sell opportunities for the company.
Client: Unilever
o Handled Unilever VIPs/Senior Executives’ relocation to Asia. Provides high touch service and maintains single point of coordination for a portfolio of VIP/Senior Executives throughout the duration of their assignment to Asia; this includes accountability of day to day operational process/services and vendor management within the region.
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o Guide a team of 7 consultants in Singapore, Shanghai and India towards team development, coaching in providing guidance on day-to-day operations, capability building of processes/policies and act as an initial point of escalation to provide seamless service recovery and issue resolution.
o Deliver the company’s core products and services (consulting, immigration, destination services, moving services, expense management, etc.) according to Crown’s standards. This is achieved by providing comprehensive counseling of the end-to-end logistical components of the relocation roadmap for all of client’s relocation needs.
o Supports the client’s Global Mobility team (based in Singapore, South Africa and UK) to ensure that the policies are delivered based on the relocation entitlement of the expatriates.
o Delivers analytic report for Regional Account Manager, Operations Manager and Client Business Leaders and Partners review. Ensure cost savings, value-add services are updated and captured in the system for reporting.
o Interim Regional Account Manager (Maternity Cover) July-September 2015: Direct point of contact and escalation for account operations and vendor management. Undertaken the Quarterly Business Review presentation with Unilever to provide APAC’s progress update.
o Part of the Events Committee working on corporate events, fund-raising and staff appreciation events.
Client/s: CVS Pharmacy USA
o Support Operations Manager, Client Operations Manager and Director of Operations with information through intensive data analysis and reports Review, validate and analyze submitted correspondence to determine if it meets the business requirements, including compliance with Client’s Service Level Agreement (SLA) on a daily/weekly/monthly basis.
Subject Matter Expert / Case Manager - HR Benefits (Health & Welfare)
o Serves as escalation point for procedural HR Health & Welfare related issues for the employees (i.e. vendor coverage update, claims/reimbursement, dependent update & enrollment, etc.).
o Processing refunds, Flexible Spending Account, and benefits deductions. Undertake data audit/integrity to make sure that information is captured by vendors.
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