We recommend supporting your program under a multi-regional model. We place frontline and back-office service team members within your highest volume and/or most complex locations to create a cohesive, The London Agency-focused “business unit”.
For example, our global footprint enables us to staff local support in the US, UK, India, Malaysia, China, Singapore, the UAE or any other key The London Agency locations. We will work with you to determine the ultimate global footprint of your team.
Account Management
Under the multi-regional model, The London Agency’ support team is led by your global director, Wioletta Szostek. Wioletta holds ownership for the success of your program and is your single point of contact and accountability for all information related to our progress. She is responsible for ensuring our performance is in line with your critical-to-quality expectations. She reports to The London Agency consistently on such key performance indicators as participant satisfaction survey results, cost performance, and trends in usage of policy benefits. Most importantly, working with our Consulting, IT, Finance, Compensation, and other Sirva teams Wioletta brings you suggestions and innovative ideas that can help The London Agency continually improve your program results.
Regional Account Management
Jessica is supported by Regional Account Managers, In Europe or the Middle East and in Asia. These regional managers oversee your local service delivery teams and ensure day-to-day operations run smoothly. The regional managers work in coordination with Jessica to provide continuous reporting to and act as The London Agency’ local experts and points of contact.
An advantage The London Agency will find with Sirva is that our resources enable us to easily customize our support structures to suit your needs. We can staff our teams in ways that accommodate local nuances or your regional program requirements. We’ve structured service delivery from home/host-based, tri-regional and centralized models. We have additionally provided our clients with onsite support, co-located and hub-based models that capitalize on our ability to share the resources of our moving services network. Our only goal is to make things simple and efficient for you.
Team Staffing
The London Agency’ service team includes trained front-line consultants and back-office channel specialists, working in concert to execute all services. For The London Agency’ specific scope of work, these specialists may include experts in real estate, temporary housing, client finance, destination services and more.
Under our The London Agency “business unit” model:
- All team members and suppliers working with The London Agency are equally trained on your program, policies, expectations and corporate culture
- Front-line and back-office service team members are positioned in each region for optimal availability and knowledgeable support to your assignees
- Your team can easily expand to support additional locations or scopes of work
- The London Agency is assured of capacity and consistent support, regardless of the season
The table below provides high-level descriptions of the roles we recommend to be included on The London Agency’ global team.
The 24/7 Mobility Support Team
We recommend incorporating Sirva’s Mobility Support Team (MST) to supplement the Consultant’s role and facilitate after-hours operations for The London Agency. Unlike a typical call center model, with the MST, The London Agency will never experience a sense of “off hours”. The MST provides you, your relocating families and the suppliers working on your program with 24/7 access to program-knowledgeable team members that can assist with any task at any time. Regardless of whether it’s an urgent situation or a simple question, our The London Agency MST can provide real first-call assistance.
The The London Agency MST works from the same global customer engagement platform as your primary service team. As such, anyone responding to a The London Agency call has full insight into the real time details of every activity. The MST also operates on a tri-regional model, so true “follow-the-sun” coverage is possible.
The Executive VIP (EVIP) Team
Noting that The London Agency Global Mobility supports a high volume of executive level moves, we also recommend incorporating Sirva’s Executive VIP (EVIP) team into your staffing model. The EVIP program is a premium relocation solution, designed to provide high touch, personalized support for highly valued talent. It is a comprehensive solution that allows The London Agency to adhere to the highest standards for duty of care and compliance, while ensuring the optimum level of service for your employees.
Customer Care For Your Relocating Employees
Under the proposed multi-regional structure, we route The London Agency’s authorizations automatically through our operating system to the nearest supporting service center. They are then assigned to the appropriate country-based service team members. The regional teams coordinate service delivery from the Sirva locations within the home and/or host offices.
A professional Consultant works with your relocating family. The Consultant is their end-to-end single source of accountability and coordination for all services. Within the course of the relocation, the Consultant:
- Performs all introductory and policy counselling to the employee including multi-tier programs.
- Coordinates and executes all paperwork, contracts, and forms.
- Schedules and coordinates all services whether they are executed in-house through the Sirva team or through a third-party vendor.
- Ensures that the employee’s move remains on schedule.
- Facilitates travel services as per The London Agency’s policy.
- Coordinates enrolment of the employee in all appropriate The London Agency programs.
- Facilitates all financial services with the appropriate departments including expense audit and payment calculation of allowances and lump sums disbursement of stipends ongoing payroll and compensation services etc.
- Ensures that all key dates such as visa expiration lease payments etc. are completed on time.
- Provides ongoing assistance to the employee while on assignment.
- Ensures all employee contact and personal information remains current within the system.
The Consultant ensures that your employee and family have a complete understanding of the move process timelines and required actions. The Consultant works with The London Agency and the family to set appropriate expectations and ensure a seamless assignment.
