Bespoke Operations Manager - Americas (Secondment Opportunity)

K2 Corporate Mobility•Houston, TX

39d•Hybrid

About The Position

As a Bespoke Operational Manager, you will be responsible for the regional delivery of the full range of Bespoke services to our corporate clients within the Americas as well as organize and manage all aspects of door-to-door shipping and relocation services for corporate assignees. The role will require you to develop a thorough understanding of K2 Bespokes’ 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.

Requirements

Bachelor’s degree preferred or some schooling and equivalent experience would be advantageous
At least 5+ experience at K2 Corporate Mobility or comparable relocation industry experience within Client Services
Possess leadership and management skills
Excellent written and verbal communication skills
Self-confident and motivated, works on own initiative and as a part of the team
Consistent KPI scores throughout employment
Team leadership experience and or demonstratable leadership skills
Ability to display confidence and professionalism in client interactions including meetings and presentations when required
Knowledgeable in Microsoft Office products
Organizing and prioritizing daily/weekly tasks
Attention to detail and accuracy
‘Can do’ attitude and ability to learn quickly
Building and developing working relationships with key partners and with K2 colleagues
Ability to maintain confidentiality of company and client information
Ability to resolve escalations yielding in high quality outcomes
Excellent project management skills
Understands costing and implications from marking up of additional charges to approval to absorb charges
Demonstrate company acumen
Ability to remain in a stationary position, often sitting for prolonged periods
Domestic and/or global travel when required

Nice To Haves

Additional language skills would be advantageous

Responsibilities

Responsible for the overall actions and service delivery of the Bespoke Relocation Managers
Team in the Americas.
Provide direct support to the Global Bespoke Operations Manager
Manage and mentor a team of Bespoke Relocation Managers to consistently achieve high service levels, streamlined service delivery and an ongoing positive approach.
Motivate and inspire your team - Be a mentor to team members
Determine potential staffing needs
Recruitment - interview and select candidates for the BRM team
Onboard and train new hires
Be the first point of escalation and advise on operational questions or issues
Undertake training with the team and / or arranges training when and where required
Hold weekly group meetings with team
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
Account Updates
Ascent checks to ensure completion
Collaborate with the Bespoke Operations Managers in EMEA and APAC and determine best solutions for the teams
Action, delegate, and follow through on solutions
General understanding of the specific process, culture, contacts, pricing, and billing for the accounts within your team
Determine content and conduct Americas RM call
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, authorizing remote work, and approving vacation and sick time
Determine coverage solutions as required within team
Distribute Ad hoc jobs within team
Coordinate domestic and international relocations for corporate accounts. Services including but not limited to household goods, destination services, expense management, and temporary housing
Perform office management functions as needed
Provides quality customer service, including interacting with customers and suppliers answering customer enquiries, and effectively handling customer complaints
Provide direct support to corporate clients on relocation functions
Comply with information security regulations, principles and obligations in line with ISO, with emphasis on continued learning as technology changes. Maintain software and data encryption in line with compliance and relevant data protection laws globally, ensure the safety, integrity, and accountability of all the data we handle
All other duties as assigned