Summary
Overview
Work History
Education
Skills
Professional Highlights
Languages
Certification
Timeline
Generic

Kalila Goulding-Huckle

London

Summary

Dynamic operations manager with extensive experience in travel risk management. Proven track record of developing and implementing comprehensive strategies to mitigate risks and ensure the safety of personnel and assets in diverse global environments. Strong communicator with a passion for problem-solving, continuous improvement and client experience. Proven expertise in streamlining operations, implementing cost-effective solutions, and leading cross-functional teams to deliver exceptional results. Adept at identifying areas for improvement, implementing process enhancements, and fostering a collaborative work environment to maximize productivity. Possess a track record of successfully managing complex projects, leading crisis management teams, and exceeding performance metrics.

Overview

8
8
years of professional experience
1
1
Certification

Work History

OPERATIONS MANAGER

International SOS
01.2023 - Current
  • Proficient in leading and managing a travel risk management operations team, adept at implementing strategies to mitigate travel-related risks, ensuring the safety and security of personnel, assets, and operations in diverse and challenging environments.
  • Well-versed in crisis management, coordinating and leading crisis response efforts, including developing comprehensive plans, protocols, and procedures to effectively address emergencies and minimize impact.
  • Oversee recruitment, provide training, and guided new employee development to ensure a skilled and motivated workforce
  • Foster effective and interpersonal relationships with internal departments, third-party providers, and partner organisations.
  • Collaborate with Finance, Quality, and Sales departments to synchronize operational strategies in order to reach business goals, KPIs and objectives.
  • Assisted in client engagement by actively soliciting and attentively listening to feedback, proficiently analyzing client needs, and adeptly delivering tailored solutions to enhance client satisfaction and drive business growth.
  • Flexible and adaptable in rapidly changing environments, able to pivot strategies and tactics as needed to effectively respond to evolving urgent or arising scenarios
  • Guide and facilitate tours of the Response Center, fostering transparency by enhancing client understanding of services and global events.
  • Set up and oversee critical metrics (KPIs) to monitor and gauge operational effectiveness.
  • Perform and assess trend analysis of service quality indicators to pinpoint areas requiring enhancement.
  • Oversee the development of Assistant Operations Manager(s) to ensure alignment with their career advancement goals.

ASSISTANT OPERATIONS MANAGER

International SOS
02.2021 - 01.2023
  • Responsible for the daily management of client cases and operations staff, serving as an initial escalation point for 30 coordinators while ensuring high-quality services are delivered to all clients
  • Oversee complex evacuations, coordinating travel, and rectifying issues based upon client needs.
  • Contributed to the onboarding process and contract renewals for key clients, including BP, BT Group, HSBC, and Unilever.
  • Collaborated in client and quality assurance work groups to identify opportunities in procedural changes to improve efficiency and fit client's dynamic environments.
  • Executed contingency plans to mitigate unforeseen challenges and ensure uninterrupted business operations.
  • Set performance expectations, conduct regular evaluations, and implement improvement plans for direct reports.
  • Emphasized the creation of a supportive atmosphere while mentoring junior staff, pinpointing training requirements, and delivering hands-on training sessions.

SENIOR OPERATIONS SPECIALIST

International SOS
03.2016 - 02.2021
  • Offer guidance and support regarding medical and travel security concerns for corporate travelers and expatriates.
  • Provide exceptional customer service while coordinating logistical arrangements for evacuations and repatriations.
  • Thrived in a dynamic, fast-paced setting demanding frequent problem-solving for emergent and urgent situations for international operations and global activities.
  • Supported in the Frankfurt Assistance Center, communicating in spoken and written German at a business level.
  • Recognized as with Employee of the Quarter.

Education

Bachelor of Arts - German Language And Literature

Swansea University
Swansea, Wales
01.2015

Teaching English as a Foreign Language in Ricarda-Huch-Gymnasium, Gelsenkirchen, Germany -

Erasmus
01.2014

Skills

  • Travel Risk Management (Medical & Security)
  • Global Events Coordination
  • Crisis Management
  • Project Management
  • Client Engagement
  • Risk Assessment
  • Salesforce
  • Public Speaking

Professional Highlights

Strategically initiated and directed crisis management teams in high-stakes environments such as Sudan, Niger, and Gaza, demonstrating resilience and astute strategic acumen. Secured a multitude of high-value clients by showcasing operational efficiency within the Assistance Centre and harnessing the potential of our proprietary digital products. Actively participated in several global secondments across multiple assistance centers, significantly elevating operational standards worldwide, instilling best practices, and enhancing crisis response capabilities.

Languages

German
Professional Working

Certification

  • Medical Escort Training - 2024

Timeline

OPERATIONS MANAGER

International SOS
01.2023 - Current

ASSISTANT OPERATIONS MANAGER

International SOS
02.2021 - 01.2023

SENIOR OPERATIONS SPECIALIST

International SOS
03.2016 - 02.2021

Bachelor of Arts - German Language And Literature

Swansea University

Teaching English as a Foreign Language in Ricarda-Huch-Gymnasium, Gelsenkirchen, Germany -

Erasmus

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Kalila Goulding-Huckle