Quick overview
Job description
Purpose : The CMS Team Lead role with Cartus is based on-site with a major corporate client in India, providing support to the Client Assignment Management team. The individual will be responsible for supervision of the CMS function, operational excellence, people leadership, stakeholder management, escalation management, and service delivery.
Areas of Responsibility:
Team Lead Supervisory Tasks
Act as a key strategic partner to the Assignment Management team and also as first point of escalation on CRC matters
Lead CMS team by modelling exceptional customer service and driving service excellence
Support all people aspects of the CMS team, including:
Recruitment and training of new team members
Assigning role & responsibilitities across the team
Holding regular one on one meetings with team members to monitor workload, provide guidance where needed and deliver regular, timely feedback
Leading weekly CMS team meetings
Delivery of annual performance feedback
Participating in annual compensation review
Function as first point of contact for questions, coaching and escalations for CMS and providetechnical direction
Oversee all operational aspects of the CMS function, including documenting and monitoring key processes, and proactively proposing changes to the Client, where needed
Be a Cartus advocate within the team and support Cartus Management in the maintenance and roll out of Cartus policies and procedures•
Ensure team’s compliance with client corporate policies, programs, and standards
CRC – Core Functional Responsibility:
Provide Support to Client Assignment Managers on planning for and management of complexmoves/mobility queries, as determined by the Client
Interact with client Business Partners and others within HCM on moves, immigration questions,etc,
Lead briefings with assignees where appropriate/requested
Request, review and issue cost estimates to the client business•
Handle exception requests
Interact with vendors providing a range of services
Responsible for data integrity for assignee records
Prepare and upload relevant documentation to records e.g. manage lease information, transferletters and expatriate documentation
Work with Client Assignment Managers on initiation and communication of certain relocationpolicy types
Ad hoc and regular reporting
Involvement in ad hoc regional projects
- Proven leadership skills with the ability to motivate, coach, mentor, and develop team members to achieve high performance and service excellence.
- Minimum 5 + years of experience in Global Mobility Services.
- Previous people management experience, including performance management, coaching, succession planning, and employee development.
- Demonstrated technical proficiency in Global Mobility technologies and assignment management systems (e.g., Topia, Equus, Workday and related mobility platforms).
- Excellent analytical and problem-solving skills, with the ability to review data, identify trends, assess risks, detect and correct errors, and make data-driven recommendations.
- Strong attention to detail and accountability for maintaining data quality and operational accuracy.
- Demonstrated ability to leverage operational metrics, reporting, and performance data to drive informed decision-making and continuous improvement initiatives.
- Exceptional organizational skills with the ability to manage multiple priorities and ensure timely completion of deliverables.
- Strong planning and time management skills.
- Ability to create, design, standardize, and implement process improvements and identify operational efficiencies.
- Demonstrated experience managing complex client, assignee, and operational escalations.
- Strong risk assessment and escalation management capabilities.
- Ability to establish structure, drive accountability, monitor team performance, and ensure adherence to service standards and SLAs.
- Excellent communication, stakeholder management, and relationship-building skills.
- Ability to prioritize workload, adapt to changing business needs, and perform effectively in a fast-paced environment.
- Experience operating within a global and matrixed organization.
- Strong Excel skills preferred.
- Experience preparing and presenting operational insights and recommendations to leadership and client stakeholders.
- Strong analytical thinking and data-driven decision-making.
- Excellent organizational and time management skills.
- Proven people leadership, coaching, and talent development capabilities.
- Effective escalation, risk management, and conflict resolution skills.
- Strong stakeholder management and influencing skills.
- Focus on operational excellence, process governance, and continuous improvement.
Preferred Experience and Qualifications
To be successful in performing and developing this role, the candidate will need to demonstrate strength and experience in a majority of the following areas:
Leadership Competencies: