K2’s Operations Team is divided into a number of pods, each of which is responsible for a different client/set of clients.
Each pod is managed by an Operational Lead, a multifaceted role which plays a key part in fulfilling the K2 promise of exceptional, human-centric service delivery. To provide greater insight into the role, we asked several of our Operational Leads to answer the following questions…
What does the role of an Operational Lead entail?
Nicola Hewson:
- People Management – ensuring that your team members have all the support and tools necessary to deliver great customer service.
- Development Plans – helping to build pathways for those Relocation Managers (RMs) who wish to develop their career.
- Mentoring – further supporting an RM in your team through mentorship, sharing your knowledge and experience in order to help that individual progress.
- Client Projects & Meetings; Implementation Calls; Other Projects & Workshops – ensuring that when go live rolls around, all goes smoothly, plus helping Account Managers to put together review decks and deliver presentations.
- Internal Projects – collaborating with other departments internally on a daily basis, monitoring, evaluating and improving current processes.
- Relocation Manager Training – being actively involved in organising training for your team.
- 1:1s – reviewing the personal and business goals set for each RM, checking that they are up to date with billing, checking that they have updated all records on Ascent (K2’s case management platform), ensuring that they are using all relevant templates, and ensuring that their general housekeeping is on point.
- Global Consistency – working closely with your fellow Operational Leads to strategise in relation to regional variances in role requirements, best practice, management style, and alignment with One Voice (K2’s Operations Playbook).
What do you like most about your role?
Nadia Valentine:
The opportunity to work alongside such an incredible, driven team. There’s something truly rewarding about watching each team member grow and develop professionally every day. It’s inspiring to see how everyone brings their unique strengths to the table, and being part of their journeys is one of the most fulfilling aspects of the Operational Lead role.
What do you find most challenging about your role?
Tania Law:
Finding temporary accommodation for assignees and their families in some African regions which is a) suitable, and b) within budget. It often feels like a bit of a treasure hunt, one which requires us to work very closely with our partners in Africa, move quickly when accommodation becomes available, and manage assignees’ expectations in regard to what is affordable.
How important is people management to the role of an Operational Lead?
Ashley Tickner:
It’s crucial. As leaders, we guide and support the members of our pods, helping them to thrive in their daily tasks and overall career journey. Part of guiding someone to success is managing their workload and recognising any blockers.
Operational Leads know the ongoings of their pod like the back of their hand. If a member is struggling with a task or is overloaded, we step in to answer questions, troubleshoot problems and help reduce the burden. This ensures that pod members remain capable of providing the best possible service to our clients.
How do you balance work and personal life, especially during peak operational periods?
Joe Murton:
It is always a challenge to switch off during busy periods, but it is important and healthy to do so! When the weather is nice, I will try and get outside for a quick walk at lunch time, to clear the head and get some fresh air. I also carve out time to wind down every evening by sitting and listening to some music, or watching a good TV series.