Job Description
Company Overview
Vialto Partners is a market leader in Global Mobility Services. Our purpose is to Connect the World. 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. We encourage employees to bring their true selves and share their unique talents and expertise to positively impact the communities we serve. To learn more about what we do, tune in to our podcast On the Move to hear expert insights on issues affecting global mobility, and read about the latest news in the industry. You can also follow us on LinkedIn and Instagram.
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 the 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 (L8+) Cases (including communicating with Googlers L8+ line management)
Handle complex cases (Tier 2)
Conduct video calls with client employees (assignees).
Sign off on cost estimates prepared for STAs, FBTs, Rotations.
Coordinate with Client's program managers
Coordinate with partner teams (immigration, tax) to resolve issues and streamline processes.
Review +Sign off on various reports submitted to the client.
Conduct QA review for MBR/QBR/ABR - Review of CSAT scores, TTFT & TTR missed SLA's
Sign off on periodic Business Review slides.
Present MBR, QBR and ABR slides to the client
Train new hires and provide refresher trainings (specially on policy updates)
Guide Tier 1 case managers to handle new situations every day.
Provide positive and constructive feedback to Tier 1 case managers
Help with Capacity Planning & Workload Balancing to ensure SLAs are met
Additional Information
There will also be additional team management responsibilities.
Work Location - Bangalore
We are an equal opportunity employer that does not discriminate on the basis of any legally protected status.
Please note, AI is used as part of the application process.
