Mobility Service Lead

Accenture Mobility within Corporate Services & Sustainability runs one of the world’s largest corporate travel programs covering business travel, assignments and events across 120 countries.  We provide a world-class service that allows our travellers to focus on what matters most.

We are seeking a highly organized and knowledgeable individual to join our team as a Corporate Mobility Service Lead. You will play a vital role in ensuring a smooth and efficient corporate mobility experience for Accenture employees, maintaining compliance with policies and regulations and delivering exceptional customer service across travel, immigration and destination services.

Responsibilities

• Team Management:  Lead and manage a customer service team responsible for handling mobility-related inquiries, requests, and cases.  Provide guidance, training, and support to team members to ensure high-quality service delivery. Foster a collaborative and positive work environment that encourages teamwork and professional growth.
• End-to-End Oversight:  Oversee the entire mobility process from start to finish, ensuring that all aspects of employee mobility are well-coordinated and executed smoothly.  Collaborate with various stakeholders, including HR, travel agencies, immigration experts, and policy teams, to ensure compliance and seamless execution of mobility processes.  Monitor the progress of each mobility case, identify bottlenecks, and implement appropriate solutions to ensure timely resolution.
• Policy Compliance:  Stay up-to-date with corporate mobility policies, regulations, and best practices.  Guide employees and team members on policy requirements and ensure adherence to company guidelines throughout the mobility process.  Identify areas for policy improvement and work with relevant teams to develop and implement updates as needed.
• Customer Service Excellence:  Ensure exceptional customer service by promptly addressing employee queries, concerns, and issues related to mobility.  Handle escalations and complex cases, ensuring timely resolution and customer satisfaction.  Implement customer feedback mechanisms and drive continuous improvement in service delivery.
• Reporting and Analytics:   Collect and analyze data related to employee mobility, including case volumes, processing times, and customer satisfaction metrics.  Generate regular reports and provide insights to Corporate Mobility leadership to support decision-making and process improvement initiatives.  Identify trends and patterns in mobility cases, recommending adjustments to procedures or policies to enhance efficiency and employee experience.
• Continuous Improvement: Stay informed about industry trends, best practices, and emerging technologies in corporate mobility. Identify opportunities for process improvement, develop standardized procedures, and contribute to the enhancement of corporate mobility programs.