About the role
Company Overview
Vialto Partners is a market leader in Global Mobility Services. Our purpose is to “Make global work feel borderless and boundless.” We are unique and the only stand-alone global mobility business. This presents a rare opportunity for our clients, stakeholders and colleagues.
Our teams help companies streamline and effectively manage their global mobility programs in a cost-efficient and compliant manner. Our services focus on providing cross-border compliance and risk assessment for tax, immigration, business travel, rewards and compensation, and remote work. Working at Vialto Partners is about getting the chance to be part of a global and dynamic team. Globally, Vialto Partners has over 8,000 staff worldwide and continues to grow. You will work with clients from a range of industries and different geographical locations. We believe in connecting the world and supporting our colleagues to do the same in their careers by undertaking assignments and opportunities globally that broaden their skills and ultimately benefit our clients.
Vialto is unstoppable when we work together in a culture of belonging, where everyone can thrive.
Job Summary
In this position you will serve as an extension of the client’s internal Global mobility team. You will be the POC for clients, employees engaged in assignments and Vialto’s territory offices. The role involves providing operational support, adeptly managing inquiries, and serving as the main escalation point for certain issues related to global mobility. You will be expected to be well versed with the client’s global mobility polies and provide specialized expertise to the team and also the client employees with global mobility needs.
Lead / Co-lead client’s Assignments' workstream (at a Global level), managing a team of 4-6 individuals.
Regularly discuss cases / issues with the Client.
Regularly update Process Documents / SOPs and Canned Response drafts for client review – and ensure implementation.
Handle escalations from employees and client team – conduct root cause analysis and provide remediation steps.
Handle VIP Cases (including communicating with their top line management)
Handle complex cases.
Conduct video calls with client's employees (assignees).
Sign off on cost estimates prepared for STAs, FBTs, Rotations.
Coordinate with Client’s program managers
Coordinate with partner teams(tax and immigration) to resolve issues and streamline processes.
Review +Sign off on various reports submitted to the client.
Conduct Quality review for MBR/QBR/ABR - Review of Quality scores and other Metrics.
Sign off on periodic Business Review slides and present them to the client.
Train new hires and provide refresher trainings (specially on policy updates)
Guide level 1 case managers to handle new situations every day.
Provide positive and constructive feedback to level1 case managers
Help with Capacity Planning & Workload Balancing to ensure SLAs are met
There will also be additional team management responsibilities.
Additional Information
Work Location- Bangalore
Employment Type: Regular, Full-Time