Job Description

Global Mobility is a service delivery function within Accenture which provides end-to-end support to our employees traveling or transferring on any cross-border, mobility policy. The Destination Services/Corporate Housing Analyst (DS/CHA) is aligned to a Geographic Unit (GU) to serve as the primary point of contact for traveler, Human Resource (HR) and other internal functions to ensure successful delivery of Destination Services (DS) and Corporate Housing (CH) in the host location(s) throughout the assignment life cycle, and for understanding and escalating risk areas and compliance issues. In addition, the DS/CHA closely partners with the Accenture Enterprise Enablement (AEE) team to ensure smooth delivery of DS processes under the supervision of the Senior Case Manager/Case Manager.

The DS/CHA role involves managing various suppliers to fulfil the accommodation needs for the relocating employee. The role is very much the Subject Matter Expert on host accommodation and point of contact for the relocating employee and the preferred suppliers/vendors that we use, ensuring everything runs as smooth as possible for the employees. 

In this specific role, the DS/CHA is responsible and supports the integration of the employee and family into host countries in ASEAN, as well as repatriation activities for Cross Border Assignment (CBA) cases. These are detailed below. 

Operations        

  • Focused on enhancing both business/employee experience through initiatives, customer service, and to identify gaps and propose continuous improvement measures.
  • Proactively track all Non-Complex Employee related tasks and activities to effectively manage active cases. This accumulative activity provides necessary life cycle trending and compliance reporting for other Global Mobility (GM) Support functions
  • Monitors and optimize delivery performance and quality using metrics and status reporting and implement continuous improvements
  • Support the day-to-day implementation, delivery and quality of accommodation and destination services for specific location(s)
  • Owns, drives and improves all aspects of DS
  • Remain cost conscious and monitor budgets, report variances and recommend corrective action
  • Compile monthly reports as required
  • Maintain a tracker with housing/relevant information to track employee profile changes and departure dates, and take required action to support
  • Keep on top of policy updates/changes
  • Review/support payment requests and vendor invoices as necessary
  • Participate in local, national and global special projects; act as change agent for local implementations

Risk & Compliance Management             

  • Manage Risk and compliance of DS in relation to immigration, tax and policy requirements
  • Ensure delivery of operations by service delivery teams in accordance with internal policy and legal requirements
  • Highlight and train any change in process or policy to GM Delivery teams (Onshore/AEE)
  • Perform customer request/problem identification and follow defined incident notification and escalation procedures to ensure they are communicated effectively and receive proper management attention to be resolved correctly
  • Assist with quarterly tax data gathering process for DS
  • Gather information and drive annual allowance review so that the accommodation guidelines are current and market relevant
  • Engage with the case manager and business partner to ensure governance process is followed when individual circumstances may warrant an exception to standard policy provisions. 

Destination Services Vendor Management

  • Coordinate the receipt of services from vendor
  • Provide single point of contact for vendors
  • Follow guidelines issued by global strategic partners
  • Ensure good working relationship with external service provider in each local country is established, Statements of Work (SOW's) are completed and employees are always receiving quality service.
  • Review weekly and monthly reports from suppliers
  • Identify opportunities to standardize and rationalize across vendors and reduce cost based on prior track record
  • Conduct regular review meetings with relevant stakeholders for vendor satisfaction and utilization, review and report service performance, and satisfaction results. Review performance report, understand deviations and suggest action plans
  • Maintain consistent metrics across service providers responsible for Service Level Agreement (SLA), Operational level Agreement (OLA) and Key Performance Indicator (KPI) maintenance and improvements.
  • Where applicable, negotiate costs with the support of the procurement team.

Cross Border Case Management

  • The DS/CHA should be well versed and prepared to talk about host country accommodation options and related Destination Services offerings
  • The DSC is responsible for making the transition as easy as possible for the traveler by being the subject matter expert
  • Work closely with Case Managers to ensure seamless end-to-end assignment support for the employee
  • Providing a high level of customer service to the traveler throughout the relocation process
  • Follow processes and use tools implemented to communicate with sponsor and employee
  • Partner with Procurement Plus and external destination services providers to ensure prompt provision of housing, schooling and transportation services

General

  • Establish relationships with local (ASEAN) key Mobility stakeholders such as HR, Recruitment, Business Project Contacts, and external vendors.
  • Coordinate knowledge sharing sessions and initiatives across relevant stakeholders
  • Facilitate team work and process integration across global mobility teams, including AEE, and cross-functional
  • Contribute to a positive work environment; be a role model for cross-teaming/collaboration
  • Assist with ad-hoc advisory tasks or projects where required


Qualifications

Education           

  • Diploma holder 
  • Qualification in a related field (e.g. Destination Services, Immigration, Tax, HR) an advantage

Skills     

  • Excellent Customer Service skills
  • Self-starter, with strong interpersonal, organizational, analytical, and verbal & written communication skills
  • Ability to function as a Team Player and maintain a good working relationship, yet think and act independently with professionalism, discretion and confidentiality
  • Ability to manage time and meet required deadlines in a fast-paced and dynamic environment
  • Ability to exercise tact and diplomacy in all dealings
  • Attention to detail and organized in approach to tasks
  • Strong computer skills and confident and professional phone manner
  • Critical thinker with superior issue resolution skills
  • 3rd Party Vendor/Partner & Service Quality Management
  • Proficiency with standard Microsoft applications (excel, word, exchange) plus job specific tools (People Mobility Gateway, Immigration toolkit, Share Point, etc)
  • Multi-tasking skills; ability to manage own workload and adjust priorities to work efficiently and meet deadlines, often under compressed time pressure
  • Project/program management skills preferable, including continuous improvement methodologies
  • Ability to adapt to change and use problem solving skills to overcome unexpected things that may arise
  • Experience in immigration, assignment management or tax
  • Thorough understanding of Accenture’s global policies as applicable to cross border assignments and permanent transfers, and any applicable local country addenda (including travel, immigration, tax equalization, finance)
  • Understanding of Accenture business strategy, objectives and organisation structure
  • Understanding of Accenture business strategy, objectives and organisation structure
  • Understanding of border control procedures as well as any related legislation for ASEAN key countries

Work Experience            

  • 2-5 years with a multinational company in the field of service delivery or relocation management company preferred; experience in destination services, immigration, expatriate administration or tax is an advantage.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

image

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.


LEARN MORE

image

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

LEARN MORE

View All

Learn more about Accenture

With over 450,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Stay Connected

Receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All