We are Settly!

We are a purpose-driven HR tech scale-up on a mission to redefine the relocation experience for the new generation. We believe everyone deserves to feel at home, no matter where you come from, what you earn, or how long you’re staying.

Diversity & Inclusion is our DNA and the foundation of what we do and why. In our first year of operation, we were named one of the top 200 inspiring diverse start-ups by Techleap. In our second year of operation, we successfully expanded to our first international market (UK). In our third year we added 5 more international markets to our portfolio, and we were recognized by Sifted as one of the 8 bootstrapped start-ups in Europe to watch, and we are only half way :)

We work with some of the coolest start-ups, scale-ups and publicly listed companies in the world, and help their employees relocate in a hassle-free way through our platform and amazing client success team. We are now ready to scale up our product operations and expand our presence across borders and are looking for a Senior Manager - Relocation Operations to join us on our mission.

Our core values

Make an impact now - Get the most out of every moment by maximising your impact and going above and beyond for the ultimate client experience

Stay humble - We practice what we preach and walk the talk (no time for politics)

We are passionate -  We love what we do and we do what we love

Doing the right thing - Act fair and with integrity. In particular when nobody is watching

Always developing - Embrace change, innovate, take risks and continuously encourage yourself and those around you to grow and develop

Your role

As our Global Mobility - Senior Manager you will be responsible for the operational management of our relocations service delivery while managing a team of Leads to drive operational excellence. You will partner with our CX, Solutions, Vendor and Account Management functions to maintain our NPS of 9+ and continue to innovate across our product and services to deliver the best experience for our clients and users.  

What you will be doing:

• Lead a large team of CS relocation specialists and client leads across multiple countries to drive service excellence, lead projects and initiatives and understand client needs to maintain and enhance our NPS 9+; 

• Partner with the Head of CS to establish, and roll-out the strategy, OKR's, set and review team and individual goals and report on progress; 

• Proactively review and analyse data to monitor service standards, performance, financials, and client satisfaction to ensure effectiveness, and take appropriate action to make improvements;
  

• Partner with our commercial team on new business opportunities, and RfP's. 

• Develop and implement processes to drive efficiency and effective resolution of service issues. Serve as first internal point of escalation for any client issues;

• Lead and operationalize strategic objectives to direct experience and operational excellence and drive continuing improvements;

• Foster a positive and inclusive team environment where our people feel seen, valued, developed and recognized;

• Continually evaluate the efficiency of operations and drive proactive process improvements as needed, and report regularly on progress;

• Own process mapping and documentation initiatives and ensure continuous updates;

• Build strong relationships with senior stakeholders at our key accounts to share Global Mobility insights, market information and innovations to support our clients’ growth and success;

• Partner with the Account Director to drive client service excellence initiatives and educate the wider business;

• Review feedback on operations and vendor performance to identify opportunities for change and/or improvement;

• Review contracting arrangements and negotiate amendments where required;

• Work with the Account Director to develop metrics for collection and utilisation of client feedback to drive product enhancement, maximising client experience to support product adoption and client retention;

• Collaborate across all functions to ensure smooth working partnerships that centre the client experience and enable sharing and delivery of solutions;

• Partner with Growth to support our new business and upsell / cross-sell opportunities.

The biggest challenge in this role? We are bootstrapped, value driven and ambitious. So we have to be lean and creative in everything we do. We want to grow fast and scale across multiple countries whilst maintaining a top notch client experience of 9 out of 10. Are you up for the challenge?

What you bring to this role: 

• You are a people-focused leader with experience in Relocation Management, Global Talent Mobility, HR tech, and/or People Operations in fast pace tech driven environment; 

• You have a client-first vision who has proven experience of consistently driving efficient and effective operational solutions to deliver excellent service;
  

• You will have worked with clients (especially at senior levels) across multiple industries geographies and understand the diverse needs, and have experience in designing new solutions that optimize service delivery and drive innovation;

• Min 3 years’ experience managing teams of 15+ at multiple levels, with demonstrable experience of improving success, efficiency, and profitability;

• Coaching mentality, with demonstrable experience of nurturing, and growing your talent, including promotions and skills-learning;

• Experience of managing a varied, global portfolio of clients including SMEs, mid-market and enterprise organisations across different geographies; 

• Strong verbal and written skills in English;

Preferable (not a must)

• Personal experience of living and/or working overseas.
• Dutch language 

What’s in it for you?

Meet some of the team