Bespoke Operations Manager – EMEA

Job title:

Bespoke Operations Manager – EMEA

Company

K2 Corporate Mobility

Job description

Bespoke Operations Manager – EMEALocation – GuildfordJob type – Full time, 40 hours per weekContract type – PermanentHybrid working – two days in the office, three days remote (upon successful completion of probation)Reporting to: Global Operations ManagerClosing Date: 25 October 2024About usK2 Corporate Mobility is a leading B2B provider of comprehensive global mobility services to multi-national companies relocating their most valued employees. We manage and broker services through our global partner network and operate as a true business partner – an extension of our clients’ HR functions. We uniquely provide genuine single point of contact accountability for HR teams and assignees throughout the international relocation process.Headquartered in Guildford, UK, K2 serves every location worldwide via our regional hubs located in North America, Europe, Scandinavia, Middle East, Africa, Asia and Australia. Managing a global network of over 1,000 specialist approved partners worldwide, K2 specialises in delivering an extraordinarily high standard of service on every assignment. Our skilled teams deliver international mobility support to blue chip clients across all continents, supporting HR teams in over 15 industries- from financial services to global retailers.We’re independent, ambitious, entrepreneurial, diligent go-getters and we believe in delivering only the best for our customers. What sets us apart is our people. We employ the best and allow them to be the best they can be.K2 has the unique family feel, and the successful candidate will not just be joining a company, but also the K2 Family.This opportunity is within our Bespoke division—a global specialist team dedicated to delivering the very highest service levels to our clients’ Executive Tier population.More information is available at: &If you want to know more about our people and culture visit our LinkedIn and Twitter pages #K2corporatemobilityThe RoleAs a Bespoke Operational Manager, you will be responsible for the regional delivery of the full range of Bespoke services to our corporate clients both within Europe and functionally across the Middle East and Africa.The role will require you to develop a thorough understanding of K2 Bespoke’s clients, its Executive-tier population and the full process of how we proactively manage their international relocations in a fast-paced environment. Key to its success is to provide invaluable support to an operational team of highly skilled and motivated Bespoke Relocation Managers looking to deliver at the very highest level; therefore, leadership and strong people management skills are a pre-requisite.You will manage the team and be their advocate across the business influencing their needs in areas such as Finance, Supply Chain and Account Management as well as acting as a point of escalation for both assignees and HR contacts.You will also be responsible for communicating the company’s mission, values, safety practices, and deadlines as well as helping senior management, with hiring and training requirements.Full training and support will be provided.Hours of workMonday to Friday 8.30am – 5.30pm. Hybrid working applies, two days based in our Guildford office (following probation) to perform the role and build relationships which is an integral part of the K2 culture within the business.Main Duties and Responsibilities

• Manage and support a team of Bespoke Relocation Managers to consistently achieve high service levels, streamlined service delivery and an ongoing positive approach. This includes but not limited to:

• Motivate, inspire and support the team – Be a mentor to team members
• Be the principle advocate for the team supporting their needs across the business in areas like policy, process, IT systems supply chain etc.
• Assist management and determine potential staffing needs
• Recruitment – assist with interviews and select candidates for the Bespoke team
• Onboard and train new hires
• Be the first point of escalation and advise on operational questions or issues
• Support any training initiatives arranging training when required
• Answers team member questions, helps with team member problems, and overseeing team member work for quality and guideline compliance, when required
• Hold regular group meetings with team, as necessary
• Regular one to one meetings with each team member discussing but not limited to the following:

• Workload – Current/upcoming relocations and overall workload ensuring even distribution
• One Voice Process

• Current Status
• Quality Control
• Billing and Insurance
• VIPs
• Closing Files
• Client Updates
• Ascent checks to ensure completion
• Generate and share comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Collaborate with Global Bespoke Operations Manager and Managing Director to maximise team effectiveness and service excellence
• Action, delegate, and follow through on solutions
• General understanding of the specific process, culture, contacts, pricing, and billing for the accounts within your team
• Prepare and conduct quarterly KPI reviews and yearly PDP reviews
• Be the first point of escalation for personnel concerns and determine solutions
• Responsible for tracking attendance, authorising remote work, and approving annual leave and sick time.
• Determine coverage solutions as required within team
• Distribute Ad hoc projects within team

• Commercial accountability for the Operations team

• Develop business targets and goals for the team to work towards, promoting customer service and company expansion in the spirit of the K2 ethos for Excellence
• Uphold compliance, GDPR, and ISO principles and obligations, and certifications set forth by the company

Experience: Skills /Abilities & KnowledgeThis job role would suit a confident, adaptable and experienced individual with a proven ability to multi-task and a strong work ethic. A background in Household Goods, Vendor management and/or Relocation management would be desirable.

• 5+ years relocation experience within the household goods or relocation management industry is required
• In-house or on-site (client-side) experience advantageous
• Team leadership experience and or demonstrable leadership skills
• Motivational skills
• Employee training experience or demonstrable ability to deliver these
• Ability to manage the recruitment process including strong interviewing skills
• Ability to manage and develop the team in the operating guidelines of excellence
• Focused mentoring/training/development of the operations team, assigning work/clients according to availability, skills and developmental needs
• Understanding the performance of the team and its potential and managing responsibilities appropriately
• Strong relationship building, customer service skills
• Dedicated team player
• Professional verbal and written English language skills
• Advanced in Microsoft Office Suite

• Clear communication, effective time management and organizational skills
• Strong attention to detail and accuracy
• Ability to work proactively and autonomously
• Positive attitude and ability to work with a team globally
• Ability to display confidence and professionalism in client interactions including meetings and presentations when required

• Have a financial mindset with the awareness of the profitability aspect of each relocation

• Global travel when required

Accountability: for GDPR & ISO

• As part of the role, the job holder will be responsible for the processing of information, which may be special category data by nature. The job holder is obliged to follow the company Data Protection, Information Security Polices.
• Full compliance and understanding whilst demonstrating full principles of all accredited ISO regulations.

Training and EducationDesirable:

• Undergraduate qualification in a relevant discipline

If you would like to apply for this opportunity at K2 Corporate Mobility, please submit a cover letter with your application detailing how you meet the key knowledge, skills and abilities required for this role.Equal Opportunities: K2 has a strong commitment to achieving equality of opportunity and expects all employees to implement and promote this in their own work.Health and Safety: K2 is committed to a healthy and safe working environment and expects all its employees to implement and promote its policy in all aspects of their work.All candidates require proof that they have the right to work. Satisfactory references will be required and undertake a pre-employment health check.Please contact the HR team at if you need reasonable adjustments to participate in the recruitment process.We look forward to hearing from you.

Expected salary

Location

Guildford, Surrey

Job date

Sun, 13 Oct 2024 06:11:33 GMT

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