Head of Client Service Operations, Asia

ABOUT SOTHEBY'S

Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Sotheby’s promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Design, as well as collectible cars and real estate. Sotheby’s believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.

THE ROLE

Reporting to the Global Head of Operations, the Head of Client Service Operations Asia is responsible for leading exceptional and consistent services for clients throughout the operational journey at Sotheby’s in Asia. Through strategic leadership, the Head of Client Service Operations fosters a culture of client satisfaction while balancing the needs of the business. This position oversees Client Services, Pre-Sale Coordination, Bids, Post Sale Services and Shipping functions. This position is also responsible for identifying and implementing tools and processes designed to increase operational efficiency within the Client Service Operations Division.

RESPONSIBILITIES

Strategic Leadership

• Present clear strategic frameworks aligned with Global initiatives on client service goals with actionable plans and metrics for success.
• Lead transformation and change initiatives to improve overall client experience across the Asia region.
• Oversee day-to-day operations for client experience across multi-functions to drive team accountability.
• Work with Finance on budget and monthly forecast for OPEX.
• Collaborate with other regional Head of Client Services Operations for Global consistency in processes.

Team Management

• Lead, manage and motivate the Client Services Operations Division to provide exceptional performance to internal and external clients.
• Influence and improve team performance and results by showing influential and impactful leadership skills, promoting team ethics, coaching, and counseling members of the team alongside planning, monitoring, and appraising direct reports.
• Actively provide career development plans and retention of talent to ensure a robust pipeline of high potential employees.
• Work on the most efficient allocation of staff resources according to the sales calendar.

Exceptional Client Service

• Lead and oversee Client Services, Pre-Sale Coordination, Bids, Post Sale Services and Shipping functions to ensure alignment pertaining to:
  • Consistent operational management of all Live and Online Auctions as well as Private sales, Salon sales and Selling Exhibitions
  • Seamless coordination of all inbound and outbound property shipments and fulfilment
  • Close collaboration with Logistics and Registrars teams in providing the most efficient and economical fulfilment solutions for clients and maintaining a quick cycle of financial to inventory release from Sotheby’s authorised warehouses
  • Partnership with Finance on the collection of buyer payment and close monitoring on consignor payout timelines
  • Cooperation with Auctions, Private Sales and Salon Management teams in the integration of client and property journey at the Maison
  • Compliance on best practice and legal requirements on KYC, anti-money laundering and anti-fraud controls
  • All daily front-of-house activity including reception counter at the Maison and client support during live auctions (i.e., account creation and paddle registration)
• Lead internal tool tracking usage initiatives to measure best in class customer service.
• Proactively handle divisional escalations as well as client complaints and disputes in a consistent, timely and sensitive manner.

Processes and Innovation

• Monitor processes and communication templates to ensure alignment with Global business objectives and with various systems deployed to improve client experience.
• Ensure training and information documentation is always kept up to date and available for the Division.
• Align all functions in the Division by committing to data-driven metrics, maintaining a high net promoter score and minimising violations on service level agreements
• Actively participate in discovery, testing, feedback communication and implementation on client account, bidding, checkout and fulfilment processes led by the Product & Technology team.

Ambassador for internal and external stakeholders

Internal

• Build constructive communications with key business stakeholders such as Specialist Departments, Auctions and Gallery Operations, Logistics, Real Estate/Risk and the Commercial office.
• Responsible for the compliance of any government regulatory requirements related to the Client Service Operations.

External

• Foster strong working relationships with shipping and storage vendors by working closely with the Procurement Department to ensure competitive contracts with favorable rates and services.
• Advisory for Customs enquiries for all shipping related matters (including escalations, various necessary customs authorisations, ad hoc high-level requests).
• Review external auditor's requests.

IDEAL EXPERIENCE & COMPETENCIES

• 10+ years of relevant experience leading operations, client experience management, client operations or related fields.
• Experience in client excellence driven industries, with a passion for delivering exceptional client experience to HNWI 
• Extensive experience leading through change management exercises.
• Proven track record of leading a sizable team in a matrix organisation.
• Proven track record in managing budgets and meeting financial targets.
• Excellent communications and interpersonal skills.
• Discernable problem-solving skills and an aptitude to excel in a fast-paced client focused and deadline driven environment.
• Sound understanding of SAP is extremely desirable.
• Knowledge of art and luxury market clientele and shipping/logistics is a plus.
• Proficiency in English, Mandarin and Cantonese is a must.

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The Company is an equal opportunity employer and considers all applicants for employment without regard to race (including, without limitation, traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. The Company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.