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Job Description
Move Management Responsibilities
Conduct daily planning meeting alongwith the Operations Supervisor or Coordinator to ensure smooth coordination and flow of the jobs. Systematic review of the jobs to identify any challenges before hand and discuss the same with team - Proactive and not reactive
Monitor the progress of jobs and services throughout the region - Open, Invoice and Close for each coordinator assigned. Delays in invoicing and closing of jobs should not occur.
Ensure that the payments are received for clients termed as 'Prepay'. Weekly review of the report provided by the AR Team to ensure that no prepay clients are serviced without the payments collected before the start of the services.
Upsell Insurance and other additional services such as handyman, maid services etc. Maintain a log of additional services invoiced by the Move Coordinators which were not the part of the quote or were excluded from the quote.
Control the number of credit notes raised per month. Acceptable limit is 3 credit notes per Country per month. Credit Notes will be approved only by Sonia
Ensure jobs are performed as per the company guidelines. All additional costs are billed back to the customer with mark ups. No costs to be absorbed without prior approval from Sonia/Curt.
Monitor the shipments brought to store and ensure that they are storage invoices are up to date. Ensure that Outstanding Payment Notifications to be sent to the customer who have not paid for more than 3 months by the AR Team Leader. After 3 reminders, these shipments should be discarded by selling the shipments. Notify the Operations Supervisor of the shipments that are to be discarded so that he can arrange the sell of the shipments so as to make space in the warehouse.
Ensure that the feedbacks are collected for the moves controlled by Move One. Feedbacks collected for the countries that you manage should be properly stored. Move Coordinators are to be reviewed on the number of good or bad feedbacks received for the month.
Assure that the team addresses all relevant issues (Escalations) within the specifications and timelines. Response to the escalations should be within 1 working day and the escalation should be resolved within 5 working days.
Develop processes, design documentation standards, techniques and tools to support task performance of the move coordinators. Documents to be made more user friendly by trying to have them online.
Coordinate the review, discussion and understanding of the SLA's (service level agreements) and Contracts signed with Agents, Partners and Corporates with the Move Coordinator Team. Familiarize the team with the customer needs, specifications, communication and documentation. The Team should have a clear understanding of what is required of them before the begin the job. This information to be stored in a common folder and updated on a regular basis. All the members of the team to have access to this folder including the Operations Supervisor
Maintain a question and answer document about the challenges faced by the coordinator and how they were resolved. This will help the team to share the best practices to achieve results that are superior than the standard way of doing buisness.
Coordinate with Internal & External Customers as necessary.
Work with functional managers to obtain necessary resources to support the team’s requirements
Team Management Responsibilities
Focus the team on the tasks at hand or the internal and external customer requirements.
Monitor the performance of Move Coordinators. Monitor, measure and manage performance and service quality of the team. Have monthly meetings to review their performance and ensure that a record is maintained of their performance.
Coordinate with internal and external customers as necessary.
Assure that the team addresses all relevant issues within the specifications and timelines mentioned above.
Initiate team building as appropriate to resolve issues and perform tasks in parallel
Coordinate the review, presentation and release of reports, analysis and any other documentation prepared by the team.
Ensure that there is no uneven distribution of work amongst the team members.
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
Provide the team with a vision of the project objectives
Motivate and inspire team members. Lead by setting a good example (role model) – behavior consistent with words
Facilitate problem solving and collaboration. Strive for team consensus and win-win agreements.Intervene when necessary to aid the group in resolving issues.
Ensure discussions and decisions lead toward closure. Maintain healthy group dynamics
Assure that the team members have the necessary education and training to effectively participate on the team
Encourage creativity, risk-taking, and constant improvement.
Recognize and celebrate team and team member accomplishments and exceptional performance
Skills
Work effectively as a team contributor on all assignments.
Interact professionally with other employees, customers and suppliers.
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Perform quality work within deadline with or without direct supervision
Able to work out of core office hours as required.
Ability to gain respect, lead by example and build good relationships with customers, partners and colleagues.
Excellent time management and multi-tasking skills.
Performs well under pressure.
Proactively seeks to self educate on developments in the local and international moving industry. Is acutely aware of the competitors.