Senior Manager, Global Mobility Experience

Job Description Summary:

Position Overview:

Management of global vendors and Global Mobility policy interpretation, development and exceptions.

Function Specific Activities:

Key Responsibilities

1. Experience Queries Management

• Serve as the primary point of contact for internal process partners and vendor‑generated experience queries, providing timely and accurate resolutions.

• Triage and resolve issues escalated by internal process partners or vendors, ensuring adherence to service‑level expectations defined in vendor agreements.

• Monitor query trends to identify recurring issues and recommend process or policy improvements.

• Partner with internal functions to ensure cross‑functional alignment when resolving complex issues, in line with end‑to‑end process responsibilities

2. Vendor Management & Performance Oversight

• Act as the designated Vendor Relationship Manager — responsible for day‑to‑day oversight, performance monitoring, and maintaining ongoing interaction with assigned vendors.

• Conduct regular (bi-annual) vendor performance reviews, ensuring service delivery meets contractual obligations and business requirements, consistent with expectations in vendor contracts

• Request, review, and evaluate audit reports, document findings, and complete relevant evaluation templates.

• Escalate deficiencies, qualified audit results, or non‑performance issues to governance partners or senior management as required.

• Maintain strong relationships with vendors to drive continuous improvement and ensure the company receives full value from contracted services—aligned with mobility vendor oversight responsibilities

3. Policy Interpretation & Development

• Interpret internal Global Mobility policies

• Provide expert guidance to business stakeholders on the correct application of policies when managing vendor activities and experience cases.

• Identify areas where additional policy clarity or flexibility is required, participating in drafting and updating policy documentation to support evolving business needs.

• Collaborate with internal stakeholders to ensure new or updated policies are effectively communicated and implemented.

4. Policy Exceptions Management

• Manage end‑to‑end policy exception requests, including validation, documentation, escalation, and approval processes

• Ensure all exception requests are supported with required justification and routed to the correct authorised approver

• Track exception trends and recommend policy or process updates to reduce recurring exceptions.

• Maintain exception logs to support audit readiness and governance reporting requirements.

5. Additional Responsibilities

• Partner with internal stakeholders to ensure vendors comply with training, documentation, and contractual obligations, consistent with vendor‑governance expectations

• Support sourcing and contract renewal processes where relevant, providing performance input and business justification.

• Ensure adherence to third‑party risk management controls, including ongoing assurance of vendor control environments

• Maintain clear documentation of communications, decisions, and escalations for audit and compliance purposes.

• Participate in cross-functional governance forums and continuous improvement initiatives related to vendor performance, policy compliance, and operational excellence.

What you need to be successful

• Bachelors Degree

• Related Work Experience:

  • 5 years of experience in relocation services delivery.

  • Management of outsourced vendor operations experience is desired

• Customer Relationship - Ability to facilitate and accelerate the business relationship based upon an understanding of the customer and services provided

• Strong communication skills

• Analytical skills – Analyze vendors performance and identified service breakdown and make decision on what has not worked, and propose / decide how to fix process issues

Job Requirements:

Education:

Bachelor's Degree or University (Required)

Years of Experience:

Growth Behaviors:

• GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.

• SMART RISK: Makes bold decisions/reco