Operational Lead

About us

K2 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.

If you want to know more about our people and culture visit our LinkedIn and Twitter pages #K2corporatemobility

The Role

As an Operational Lead you will be responsible for managing a team of Relocation Managers to deliver the full range of authorised services for corporate assignees. The job role will require you to develop a relationship with K2 Corporate Mobility’s existing and new clients, proactively managing their international relocations in a fast-paced environment. This role will require a significant amount of time to manage an operational team; therefore, leadership and strong people management skills are required. You will act as a point of contact for escalations from both assignees and HR contacts. You will be responsible for services including full relocation, SG DSP & household goods.

You will manage and lead a team of employees, communicating the company mission and values, safety practices, and deadlines. The role will require you to motivate, develop and assess performance with team members. You will provide help to senior management, including hiring, fully onboarding, training new starters, while keeping management updated on team performance. You will clearly communicate any relevant information such as concerns, policies and procedures amongst management and team members.

Hours of work

9:00am to 6:00pm Monday to Friday

Main

**Responsibilities**:
Team Leadership
- Responsible for day-to day management of the Operational Team, ensuring seamless and flawless delivery of end-to-end services (HHG, Relocation, and DSP) to achieve service excellence for all Clients and assignee’s
- Have a complete understanding on K2 processes, Client policies and K2 service offerings to support queries and provide the necessary guidance to the team
- Accountability for the commercial performance of the Operational Team
- Reports on team performance to Senior Leadership
- Assist in the recruitment process end to end
- Facilitate the onboarding of new team members by assigning tasks strategically, leveraging senior team members to mentor and guide them through specific processes
- Helping the team navigate and prepare through times of change

Performance Monitoring & Mentoring
- Motivate team members to achieve goals, KPIs and deadlines
- Adept at evaluating team members' strengths and weaknesses, and implementing personalised improvement plans to enhance overall team performance and to support with their professional growth
- Review performance through quarterly audits and KPI tracking to ensure quality and adherence to guidelines
- Conduct appraisals in accordance with policy and timelines
- Handle personnel issues in collaboration with the HR team, utilizing performance improvement plans (PIP) and disciplinary methods if necessary

Strategy and Goals
- Set and communicate KPI’s and goals for the team in line with business targets, fostering service excellence in alignment with the K2 ethos
- Develop strategies to ensure team member compliance with company regulations and performance objectives.
- Ensuring Client SLA’s are met and adhered to in line with policies and client contracts
- During new client implementations ensure management actions on policies and processes are delivered where necessary

Communication & Collaboration
- Promote a mutually collaborative environment day to day
- Conduct team meetings and create a safe and honest environment by encouraging open communication and mutual support among team members
- Manage one-on-one meetings to create a supportive environment where team members feel valued, heard, and motivated to perform at their best
- Create agenda’s for, and lead both internal and external meetings/calls where required
- Comfortably present to groups bot