2017 Dwellworks Annual Report

10 Y E AR ANN I V ERSARY

Onward and Upward–––––––––––––––––––––––––––––––––– 3 Our Evolving Technology Roadmap–––––––––––––––––––––– 4 Taking the Lead–––––––––––––––––––––––––––––––––––––– 6 The Generation-Next Renter–––––––––––––––––––––––––––– 8 Ten Year Retrospective–––––––––––––––––––––––––––––––––– 10 Listen, Learn, Lean In––––––––––––––––––––––––––––––––– 12 Learnings from Around the World–––––––––––––––––––––––– 14 First Who… Then How–––––––––––––––––––––––––––––––– 16 Awards and Achievements– –––––––––––––––––––––––––––– 18 Looking Ahead––––––––––––––––––––––––––––––––––––––– 19

CONTRIBUTORS With special thanks to the entire Dwellworks team for their contributions and support to this special issue of our Annual Report, including: Amelia Casamatta, Andrew Scott, Andy Horvath, Anthony Wisniewski, Cheryl Orians, Elizabeth Clayton, Grace Berryman, Hank Roth, Heather Stanley, Jack Fraind, Jackie Dorfsman, Jacqueline Nolan, Jane Field, Jeff Wynes, Jessica Shook, Jim Smith, Joe Bratko, Joe Kelbach, John Fischer, Joyce Lam, Kelly Dorsch, Kirsten Gasztonyi, Margaret Leung, Maura Carey, Maxwell Dunlop, Meredith Kennedy, Molly Feldman, Morgan Neiss, Morgan Phillips, Natalie Breser, Patricia Stephens, Paul Lucas, Pilar Pla, Rhonda Olsen, Rina Shatku, Rob Carlson, Sandra Cairns, Sarah Jordan, Shana Zollar, Stacey Merkl, Steve Mahin, Susan Waldron, Suzanne King, Taylor Fixler, Tim Evanko, Tom Gilmore, Yasmine Wingfield, Zoe Li

W elcome to the tenth anniversary edition of the Dwellworks Annual Report—a document that has evolved just as our company has, in interesting and innovative ways. This year, in recognition of 10 years of learning, we’re giving back in the form of collected insights. These inspirations are drawn from our experience with our clients and customers, our industry, our network and our key partners. We hope you find the insights useful in your own businesses and your continued engagement with Dwellworks. The Dwellworks team, past and present, has shaped our company into what it is today. Together, we’ve built a culture that reflects our associate-championed values of integrity, teamwork, performance, innovation and fun. Special acknowledgement goes to my long-time business partner and Dwellworks co-founder, Gene Novak, who retired this past year. Gene’s intelligence, deep commitment to our associates, and graceful leadership were critical to our company’s foundation and development. We started this company with a simple and straightforward business model: manage services for our RMC clients so they can focus on their own core competencies, customers and growth. Our expansion by supporting new clients in new channels, providing new services in new locations, while nurturing and building our core businesses, fully aligns with our initial strategy. This growth and diversification has been part of the fun, the energy and the adventure. What has never changed is our commitment to providing essential, compliant and high-performance services in the markets where our clients need us to be. In 2017, we extended our global reach with the addition of talent in Hong Kong, London and most recently, Ireland through the acquisition of the tremendous Irish Relocation team. We expanded our capacity to support the growing and diverse needs of the short-term, project-based assignee and business traveler through our Corporate Housing support services. And in the US, we deepened our foundational competency in appraisal management by adding new clients in both the relocation and mortgage appraisal sectors—all while investing in and expanding our technology platform, to be poised for the changing and challenging needs of a dynamic future. Over the past 10 years, we’ve welcomed new team members, added new locations and service lines, and diversified and developed the industry’s best, most culturally-attuned workforce. While we have learned from every experience we’ve shared and every new geography we’ve explored, we have also stayed true to our core values and our unwavering belief in the Power of Team.

With thanks for the journey thus far, and in anticipation for all that lies ahead.

Bob Rosing President and CEO

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Our Evolving Technology Roadmap

Design Thinking in IT Process

T he past decade has seen plenty of change in the world’s technology, and as tech has improved, our business response has changed along with it. As we reflect on our first 10 years, we have taken a thoughtful look at how our technology and innovation have evolved thus far, and what we need to do to ensure future success. We have learned that not only our technology, but also our mindset and process for innovation have evolved greatly over time. The Old Method of Development A Dwellworks hallmark has been to create custom-made, in-house systems to meet the program and service expectations of our clients; where no “market standard” programs existed, we created them. While these systems have been the backbone of many of our operations and allowed us optimal control, creating them was not always an efficient and expeditious process. We sometimes found ourselves stuck on fine-tuning the function before allowing teams to use or try a new technology. While these habits did not hinder our IT team’s creativity, they did not always allow our team to move at the speed of marketplace need and technological innovation. Concentrating our energy as subject matter experts (“the tech team”), we were not distributing our best skills, as a partner and resource to the whole organization (“business solutions team”). As the mobility industry continued to change and

our place in it expanded, we recognized the need for a purposeful internal shift to position ourselves for quicker, more adaptable action. Lean and Agile: A Reinvigorated Mindset This change in approach began late in 2015 with the adoption of Lean and Agile Methodology. Lean and Agile allows for the development and release of new technologies in iterative stages. Projects move forward swiftly in “sprints” powered by teams with varied and complementary skills. This new practice has allowed our IT team to rapidly develop supportive new technologies, while encouraging a revolutionary mindset and cultural shift.

How can we hone our creation process to be smarter and faster?

We adopted a vocabulary not of “mistakes” but of “test cases.” Once we unshackled ourselves from the expectations of waiting until the tech solution was perfectly complete, we allowed ourselves to fully embrace Lean and Agile practices. Iterative sprints, gathering user and client input, interacting in small teams on a regular basis, asking for feedback, and embracing more fluid roles are all part of

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growing our team and nurturing the innovation that drives our business change and results. As we made these cultural adaptations, we kept asking, “How can we create products and tools that cross business lines and locations? How can we hone our creation process to be smarter and faster?” The answer was to lean in more. We started by bringing in new talent in the form of consultants with specific skills and by expanding our IT team outside of fundamental support to help us develop new platforms and technology advancements. We focused on the customer experience by considering

What’s Next in Mobility Services Technology? Integration between technology and the service experience has increased as information about moves and relocating employee needs and behaviors become more accessible to analytics and new solutions. Our technology plan is focused on a highly connected platform ecosystem. One side of the platform faces our clients with information and tools to help them manage our performance with more specific and relevant information. This drives product and service innovation and enables our clients to provide their customers with the data needed to design programs and policies that align with real-time needs and feedback. Our clients contribute to the success of the platform by working with us in an API environment to reduce redundant information and data input inaccuracies. Another side of our platform faces our network (and through them, individual assignees and transferees). We are laser- focused on delivering information efficiently and in real-time to our local consultants, so they can be as personalized, responsive and thorough as possible in their on-the-ground support. With better information and smarter technology, our internal service delivery team has increased capacity to interact and guide the process. We improve the client, service, partner and customer experience with better information, less down time and more purposeful interaction.

The answer was to lean in more.

the end user first and working backwards to optimize solutions. Now we are not afraid to test ideas because we know we can pivot quickly based on feedback. This evolution in how we work has added powerfully to what we develop and, most importantly, why we do it. Trusting customer feedback is key. In 2017, we began to focus our efforts on large-scale projects related to an integrated, holistic and forward-looking client/ customer/network/associate platform. We are building ambitiously but consistently with Lean and Agile principles of small scale development, integrated user feedback and rapid redeployment. Now the power of team is powering the value of the company.

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IN RESPONDING TO THE GENERAL DATA PROTECTION REGULATION

O ver the past decade, Dwellworks has made it a business priority to develop a strong culture of compliance within our company and to be vigilantly responsive to ever-changing rules and regulations. This focus has been critical to our being out in front of industry, regulatory and client compliance expectations and has been a differentiating factor in clients awarding us business and encouraging us to expand to new geographies. The most notable issue currently attracting our attention is the General Data Protection Regulation (GDPR), a game-changing regulation passed by the European Parliament, European Commission and the Council of the European Union. Scheduled to go into effect May 25, 2018, the goal of the GDPR is to standardize the control and processing of personal data of EU residents, both within the EU and around the world. Many experts believe the GDPR will become the “gold standard” for global business privacy and security of personal data moving forward. This is critically important to Dwellworks, as we work with EU-based businesses and have EU residents as clients and employees. Making sure we are prepared for any compliance matter is part of a rigorous program led by our internal Enterprise Risk Management committee, which provides governance for Dwellworks on regulatory and best-business practice compliance. A key objective of the committee in 2017, after

ensuring renewal of the EU Privacy Shield certification, was preparing for the GDPR. Focusing on preparedness, the committee worked with like- minded subject matter experts within global mobility industry organizations to gain a better understanding of the regulation and how to comply.

If a business has associates who reside in the EU, offers goods and services to EU residents, or merely stores the personal data of an EU resident, they are required to comply with the GDPR.

Consistent with Dwellworks practice for financial and operational controls certification, such as independent SOC 1 and SOC 2 audits, we have also engaged an independent GDPR consultant to review our readiness and controls. The auditor’s feedback will provide analysis of the gaps Dwellworks needs to close prior to the effective date. Dwellworks is pursuing full compliance with the GDPR not only as a risk avoidance strategy, but because participation in this process provides the added benefit of improving business practices and expanding competitive advantage.

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FOSTERING A CULTURE OF COMPLIANCE

Our planned growth required investments in technology, innovation and new solutions for customers. Combining Dwellworks expertise and global reach, we are enhancing the service we can offer our customers as they continue to expand both in Ireland and abroad. —Dan Sennett, Ireland

The success of a business does not rely on just one person — and neither should its compliance program. Here are a few tips on how to foster a corporate culture of compliance.

1 2 3 4 5

Planning and communication are key to sustaining compliance program efforts.

Create a compliance roadmap Start with the end goals in mind and plan backwards to create an overall strategy and detailed plan for the organization to follow. Make compliance a priority Place it on the strategic agenda in leadership and departmental meetings and give it the focus and time it deserves. Foster compliance champions Create a committee of employees across the organization who understand and embrace the compliance strategy and will promote the cause to their peers.

It is a critical part of our business to ensure data security and it is something we strongly believe in and readily adopt. We have seen an overwhelmingly positive response to our network security strategies, which ensure the data of our clients and assignees is properly protected. —Suzanne King, UK

Communicate frequently Keep employees updated on progress, sharing how it impacts them and ways they can support efforts.

Compliance programs require planning and associate involvement.

Develop a sustainability plan It takes effort to keep compliance at the forefront of employees’ thoughts, so schedule events and activities throughout the year to reinforce, support and sustain initiatives.

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T THE GENERATION-NEXT RENTER he demand for faster, better and smarter relocation experiences is greater than ever. Changes in rental service solutions are being shaped by

demographics, the heated-up war for talent, macro- economics, market pressures and, perhaps more than anything else, the behavior and expectations of the renter. The opportunities to innovate are being addressed through continuous advancements in technology, coupled with hyper-local expertise to provide a truly exceptional user experience.

This generation has an expressed desire to actively participate in the relocation process. Traditional relocation management has become a collaborative process for a generation accustomed to effortless, available information and social

Today, many renters have chosen their lifestyle specifically to allow for frequent relocation.

As the expectations of the relocating renter have changed, companies have recognized a need to provide them greater and more customized support. Historically, in a relocation context, renters have been defined as “non-homeowners” requiring little, if any, support. Today, many renters have chosen their lifestyle specifically to allow for frequent relocation. Empty nesters see renting as a newfound freedom, offering flexibility to bounce from city to city. Millennials have demonstrated a clear preference for renting and frequent mobility. In time, the profile may evolve again (more millennials will eventually own homes), but the expectations for the service experience itself are being defined now and will likely carry forward over the arc of a career.

networking. Far from distrusting the internet as unreliable, these sophisticated searchers actively participate in the research of available properties and seek services suited to their individual needs. They prefer support that is light on structure and heavy on quickly filtering, curating and absorbing local expertise and insight. This kind of collaborative, customizable assistance throughout the rental process provides a rewarding sense of accomplishment and a feeling of specialized attention, thus creating an improved user experience. Traditional rental support has typically consisted of emailing a list of property links and waiting until the home finding trip, or even final arrival,

before getting a true sense of the properties or community. In fast-moving markets, however, a renter needs to preview and understand available inventory and market dynamics in advance, so they are comfortable and ready to make a well-informed decision, upon arrival. To address this market reality, we introduced our proprietary online portal, myDwellworks™ to not only facilitate information exchange of properties and neighborhoods, but to act as a single hub for communication, planning and managing the service experience. This allows those in the program to get a head start on their move. In any rental market, and especially in those that are fast-paced, having a local partner can make the difference between securing the ideal property and settling for less. Today’s renter doesn’t necessarily need someone to tell them why San Francisco is expensive or what the climate is like in Seattle; instead, they value insight from a local expert to learn the small but meaningful differences across a city landscape. We responded to changing marketplace dynamics by combining our local expert with the platform technology of myDwellworks™ to develop products like our Rent Assist ™ suite of solutions. Within the customized structure of these programs, prospective renters receive tailored treatment. Since the inception of Rent Assist ™, we have helped tens of thousands of US renters find their ideal home and have expanded the use of this service to Canada as well. The results have been undisputable. On average, renters supported through Rent Assist ™ have a higher satisfaction rating and faster turn time than those placed in traditional “tour for a day” programs. People looking to rent will always need help, and the definition of that help is constantly changing. As technology enables easier and faster self-service, we will continue to adapt to the changing landscape of customer expectations.

“I am excited about our move to the Bay Area now (to be honest, the decision to move was very stressful and working with Dwellworks was one of the best things about the move). I couldn’t have hoped for a better experience.” — Tricia, US Transferee

Ten Year Retrospective

Costa Rica

Detroit

Canada

Luxembourg

Ireland

Hong Kong

How has Dwellworks grown from its modest beginnings as a friendly start-up into the globally innovative company we know and love today? Take a walk with us as we start from the beginning—and learn a few things along the way!

2007: Bob and Gene form a company in Cleveland, OH US with the simple concept of offering outsourced support to Relocation Management Companies, starting with Appraisal and quickly adding Destination Services.

2008: Acquisitions result in the addition of great team members and an expanded US footprint. 2009: We’re officially branded as Dwellworks! The “window squares” in the new logo are a nod to the four original companies brought together under the Dwellworks brand.

2010: Coming through a tough US real estate market recession, we answer our clients’ call for a consistent Property Management solution nationwide, and are thrilled to be the first US DSP to earn the EuRA Global Quality Seal.

2012: Dwellworks goes global with an office in Canada, our first step outside of the US.

New York

Cleveland

Mexico

Germany

UK

2013: Here we grow again! Service centers in Mexico, Costa Rica and the UK expand our international footprint. Plus, two innovations come to fruition: Rent Assist ™, a technology-aided solution, and our internal Compliance Committee complete with Compliance Champions in each office.

2014: A busy year indeed! We not only receive our 100,000 th Destination Services program authorization, but also open a service center in Luxembourg and say “Willkommen” to our new team in Germany.

2015: We enhance our service offerings by adding Intercultural Solutions to the mix. Leveraging our local network capabilities, we dip our toes into the Corporate Housing Fulfillment waters, starting in Mexico and Germany. We also get iterative in our thinking, embracing Lean and Agile methodology companywide.

2016: We expand our team and extend our reach with offices in London and Hong Kong. 2017: Taking a bigger bite out of the Big Apple, we grow the Tri-State NY Property Advisors team, and “get lucky” with a new acquisition in Ireland and Northern Ireland.

2018+: We booster-charge our technology plan to speed solutions to market at the pace of our customers. Who knows what our clients, teams and innovations will bring next?!

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Listen, Learn,

LESSONS FROM THE MOBILITY MARKETPLACE

A s a supplier to the mobility service partners of corporations worldwide, Dwellworks has many customers to satisfy. Therefore, our service delivery structure is a multi-sided platform. We work with each of our clients to deliver solutions aligned with their corporate clients’ policies, practices and cultures as we strive to ensure an exceptional local service experience. Flip the platform, and we pride ourselves in working as a true partner with our managed networks, ensuring we fully understand their needs and providing the tools necessary to deliver excellent service on behalf of our clients. A pivotal component of being a successful partner is asking questions and listening to what our clients tell us; they share needs that reflect market trends. Here, we share a few examples where partnered listening led to partnered solutions. Supply Chain as a Service Our longest-held client relationship is with the Supply Chain Management teams at relocation management companies. Their role links us to the relocation value chain: the RMCs sales/account management and operations teams, the corporate clients and the relocating employees. Our RMC Supply Chain Managers are true partners who keep the two-way channels of communication open. Their articulation of the market’s voice has driven our growth and diversification. Being close to the ultimate customer—through our partner channel—has also allowed us to stay current in our own network management practices. Personal touch is a primary element of how we maintain great relationships with our independent contractors; we’re also committed to having our network professionals see Dwellworks as the partner

of choice. We recognize that a Dwellworks network member is more than a subject matter expert; they are teachers, mentors, advisors, psychologists, advocates and more. “I have always believed our responsibility as a supplier partner could very simply be summarized as listening, understanding and then delivering on what makes our customers’ jobs easier. Today’s Supply Chain Manager not only recognizes the tactical value in the help we provide to each assignee, but also embraces the power of the strategic impact suppliers can provide.” —Meredith Kennedy VP, Global Account Management As volume continues to rise and customer needs diversify, the expectation for service excellence from the professionals in our network also grows and evolves. We want to provide the volume they need to sustain their engagement with us, while simplifying the engagement itself. Anything we can do to make working with Dwellworks easier— from updating system information, providing feedback, accessing area information, and ultimately, delivering services— is a well-repaid investment on our part. We deliver that support through a platform that simplifies and expedites our interactions between suppliers and partners. While this platform was originally launched to support Destination Services, we’re continuing to build it out as a resource and tool for our entire supplier network ecosystem.

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Lean In

IN IN IN IN

Build the Capability, Pivot to Market Need

a growth strategy in rental real estate services that aligns with our Destination Services capabilities. We onboarded a long-established practice in Hong Kong, and in 2018 will be building our competency in Mexico City, in addition to other promising markets. These locations have in common their attraction as global employment hubs and Dwellworks ability to provide customized support services. What keeps Dwellworks Property Advisors at the top of the industry is a commitment to positive disruption. Challenges are assessed with a fresh perspective, which reveals solutions that may be outside standard practice but prove to be exactly what the client needs. Perhaps no service in mobility is more data-rich than US Appraisal Management. A foundational service of Dwellworks and our RMC clients, we are now at the point where the volume and diversity of information generated by appraisal activity qualifies as big data. Big data yields meaningful analytics, assessments and fact-driven improvements. As we look ahead, we’re poised to bring creative solutions to the marketplace, such as a smart, new guaranteed buyout process for our RMC customers. In 2018, we will market-test various bifurcated appraisals through our strategic partnerships with leading valuation technology companies and our incomparable network of experienced appraisers. Where Are Property Appraisals Headed?

Adjusting to the changing dynamic of the real estate market was the original driver of our residential property service offerings. The US market downturn in the Great Recession of our early years yielded a two-part opportunity to support our clients: we created the industry’s go-to capacity and solution for Property Management, and we developed efficient processes and feedback tools that made our Valuation Services the industry leader. As market conditions stabilized over the past few years, we saw a great opportunity to extend our best-in-class appraisal network and competency to more mortgage lenders and began focusing on ways to utilize data and technology to enhance valuation service delivery and product offerings. Property Advisors: Real Estate Services for the Global Nomad Our Property Advisors real estate brokerage was originally established in New York City in response to the unique complexity of the local market and the service needs of our global inbound Destination Services customers. Fast forward 10 years, and growth in global hub cities has been explosive, both from domestic migration and from international assignees. The upwardly and restlessly mobile employee is now a truly global phenomenon. Dwellworks recognizes that in addition to world-class Destination Services assistance, the globally mobile person needs expert market assistance for rental real estate choices. With our New York expertise as a jumping off point and consistent with our Lean and Agile approach to development, Dwellworks is pursuing

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Learnings from Around the World

Canada: With progressive immigration policies, an inclusive, multi-cultural environment and truly universal health care benefits, Canada is a hotspot for global mobility. We’re meeting the challenge with an expanded network and great uptake on our technology tools.

Ireland and Northern Ireland: The Celtic Tiger roars on with a culture of outreach and engagement wedded to a passion for innovation and the uptake of technology. It is still early days with Dwellworks, but clearly this will be a partnership with global benefits.

United States: It’s no secret Dwellworks is everywhere in the US. Even with smarter technology and service advancements, the end customer values personal service and a local “lifeline” to feel comfortably adjusted to a new community.

Mexico: Although relocating to Mexico can be perceived as a challenging experience, with great client partnership and knowledge sharing, we’ve helped to educate assignees and ensure they understand the true personality of Mexico and its vibrant and friendly culture.

Costa Rica: Passionate about culture, the environment and fútbol, Costa Rica also boasts high literacy rates and a focus on technology. An early and influential outsourcing hub, we’ve implemented best practices here based on exposure to high performance organizations.

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Growth is exciting, empowering and informative. As we’ve grown geographically, we’ve learned immensely about the culture, team members and business in each location we are honored to work and grow alongside. Here are a few key takeaways with global application:

United Kingdom: As an international business centre wrapped in a quilt of diversity, cultural agility and tolerance are key to relocation and business success in the UK, now more than ever, in a Brexit-influenced future.

Germany: As the largest economy in the EU, Germany is also poised to become the EU’s financial centre post-Brexit. With a culture that fosters organization, smart processes and structure, it is well poised for imminent growth.

Luxembourg: As a small, proud and close-knit country, having an on-the-ground presence has been invaluable in establishing credibility with the high expectations of global clients and key local partners.

Hong Kong: The pace is faster, rents are higher and there is a great expectation and demand for full service. As the APAC hub for many regional headquarters and Multi-National Corporations, it’s no wonder Hong Kong is attracting investors and new development at a rapid rate!

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First Who… Then How Talent Management Strategies for Success

E xperience is a powerful teacher, and for our Human Resources (HR) team, it has taught valuable lessons in building a successful people strategy. Since our humble beginnings, the HR team has taken an approach that is less about command and control and more about creating a framework and providing the tools for associates and teams to succeed. We used that premise to establish consistent guidelines when bringing together our initial Appraisal

as working well together and valuing the diversity and contributions of everyone in the organization. Regardless of location or role, we are thoughtful and thorough in our hiring process, seeking candidates who can contribute to the company and grow with us. While local hiring practices needed to be learned and applied, our barometer for talent and fit has always transcended geography. We believe retention of that talent starts with linking associates’ efforts to the company’s success through transparent communication regarding

and Destination Services operations across several US locations in 2007–8. As we began to expand globally, acquiring small, entrepreneurial businesses, that approach became even more critical because

“Our greatest hurdle from a talent management perspective has been going from a US-based company to a global company and QUICK! It has been a challenge but something I personally look forward to day in and day out.” — Jessica Shook, HR Director, US

financials, operating metrics and our vision for growth. “Within my first month at Dwellworks, I noticed there was a deep culture of trust and accountability, with more information exchanged throughout the organization than many other companies

it allowed our global company goals to be molded by local practice. Over the course of 10 years, we have welcomed new team members from around the world, expanding not only our geographic reach but our knowledgebase of labor laws and styles of people management. With each new acquisition and build, we affirmed our approach to adapt to local customs and cultures while keeping Dwellworks mission and core values intact. Our core values are a driving force in all locations. Candidates who are vetted and brought on board are expected to act with integrity, improve performance, drive innovation and contribute to an environment of teamwork and fun—defined

tend to share,” noted Morgan Phillips, a 2017 addition to the HR team. “Providing everyone true visibility to the way we do business empowers them to be successful contributors to our company.”

Our barometer for talent and fit has always transcended geography.

We place greater emphasis on engaging associates in special projects and committees and providing tools to develop personally and professionally. We facilitate associate-led workshops

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for aspiring leaders around the globe and have a library of online courses for self-paced personal development. These are utilized differently by associates, but it’s important to us that they are available in all locations. We have also facilitated many cross-functional training opportunities, with dozens of associates making lateral moves from one service line to another and from one office to another. “Due to a natural curiosity about each other, cross-training and the sharing of best practices and cultural perspectives is nurtured across the global organization,” said Elizabeth Clayton, HR Business Partner, EMEA and APAC. The Dwellworks Experience provided to our external customers, predicated on listening to client

need, is the same philosophy that we practice internally. This may be different from the global HR teams of other businesses, where it can be more common to focus on practices and globally consistent enforcement. In contrast, we strive for an inclusive environment where cultural nuances are respected. We know and apply local laws and follow local customs, aligning those with our overarching guidelines. Our HR team recognizes their value is not in policing associates but in identifying high-performance talent, providing that talent with tools to manage their success and cultivating a business culture of trust and sharing to keep associates engaged and performing at the highest levels.

How Culture Translates into Successful Employees

Building a Global Team

1 Understand talent practices: Thoroughly research employment law, customs and practices, and invest in identifying the best talent that fits your company’s global and local corporate culture. Your potential for success is infinitely greater when you have the right people. 2 Embrace differences: Engage local leaders when rolling out new policies and trust their guidance on anticipated employee acceptance of policy. To ensure valuable buy-in, recognize that sometimes the policy launch may be swift, and other times it may require a measured approach, or it may not be suitable at all. Maintaining a balance of what is universal and where you can allow for local flavor is key. 3 Solicit suggestions and act on feedback: Do not assume you know what all employees want. Listen to employee requests, learn what will make their environment more enjoyable and engaging, and then identify a few wins to put into action!

As a core part of the Dwellworks culture, associates are encouraged to interact with each other, with HR and with the leadership team. That interaction is fostered through community engagement at the local level by associate-led cross-functional committees. Committee initiatives focus around four specific categories: Wellness, Fun, Sustainability and Philanthropy. Our associates appreciate that Dwellworks empowers the committees to choose how they prefer to connect with their co-workers and their local community. The committees have proven to be an excellent way to unite “Dwellworkians” far and wide by upholding corporate initiatives with a local flair. Committee members give their time and talent; in exchange, they develop meaningful relationships across the company and gain both valuable leadership and business experiences apart from their current job function. As a bonus, Dwellworks is able to identify the diverse skills throughout our organization. We are proud of the creative ideas that are brought to life through meaningful community contributions by our enthusiastic committees.

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AWARDS & ACHIEVEMENTS

Mortgage and Relocation Appraisals delivered 15,000 +

Aires Corporate Relocation Services: Highest Transferee Survey Scores: Destination Services – UK

Cartus Gold Commitment to Excellence Award: Appraisal Services Cartus Gold Commitment to Excellence Award: Destination Services – Canada BGRS Innovation Award: Dwellworks Walk Through Mobile Application Cartus Platinum Commitment to Excellence Award: Destination Services – Costa Rica

$ 3.4B

Residential real estate appraised

< 6 %

95 %

Average service satisfaction score for Rental Assistance

Absolute variance appraisal performance

94 %

Cartus Gold Commitment to Excellence Award: Destination Services – Mexico Cartus Gold Commitment to Excellence Award: Destination Services – UK Cartus Gold Commitment to Excellence Award: Destination Services – US Cartus Silver Commitment to Excellence Award: Destination Services – Germany Cartus Silver Commitment to Excellence Award: Property Management Cartus Silver Innovation Award: Dwellworks Walk Through Mobile Application Crown World Mobility Corporate Values Award: Sharing

98 % Average service satisfaction score for Intercultural Solutions

Average service satisfaction score for Destination Services

1,300 + Intercultural Solutions programs delivered globally

7,500 Renters served through our Rental Assistance solutions 600 + Homes under management

Crown World Mobility Corporate Values Award: Determined

in Property Management programs

Crown World Mobility Overall Best Partner Award: Destination Services – UK Dominion Corporate Housing Highest Volume Award: Mexico Lexicon Service Excellence: Dwellworks Global Destination Services Oakwood Worldwide Largest Volume Provider Award: Mexico

70 %

Conversion rate on Corporate Housing placement requests 30,000 + Destination Services programs completed globally

RELO Direct ® Silver Supplier Partnership Award: Dwellworks Residential Services

SIRVA ® World of Opportunity Award: US Domestic Home Rental Services

Worldwide ERC ® Distinguished Service Award: Hank Roth

2017 Top Cleveland Workplace – The Plain Dealer Crain’s Cleveland Business Archer Award, Rising Star: Jessica Shook, Human Resources

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LOOKING AHEAD

The Mobility Landscape of 2027 In 10 years, we’ll see a world population of nearly 8 billion, 10 cities with populations over 25 million (none in the US or Europe) and China as a net importer of talent and migration. The top five skills sought in the US economy will be in the fields of technology and computational thinking, caregiving, social intelligence and new media literacy, lifelong learning, and adaptability and business acumen.

THE NEXT DECADE OF MOBILITY

Sources: The Business Insider; The World Economic Forum; Fast Company

When Dwellworks was founded 10 years ago, GPS, video conferencing and virtual work spaces were innovative and on their way to becoming mainstream. Now we’re talking about AI, self-service and self-driving cars. Imagine what 10 more years will bring. We asked our global Dwellworks team to do just that. Speculate with us as we take a glimpse into the global mobility of the future: Experiential Service Prelocation As “glocalization” and the virtual workplace

An immediate, self-serviced, personalized and technology-driven relocation experience awaits us. On-the-ground consultants will be the intelligence behind virtual reality neighborhood and property visits offering personalized local insights. Compliance Following on the heels of the GDPR, other countries will institute their own data requirements. Expect an increasingly standardized global framework for privacy rules with policy, technology and administrative procedures to support them. Smart Data With the amassing of information, data pools will rise and there will inevitably be stronger, more reliable information to analyze . Today’s consultants and program managers will be tomorrow’s data scientists, producing actionable insights, underwritten by powerful data and people- smart interpretation. We’ll have information that correlates, then forecasts the next move, the next home and the cycle time for assignments.

becomes the norm, the lines between personal and professional mobility will blur. Akin to a modern global nomad, employees will seek out a relocation in step with their wanderlust—using it as a tool to explore the world and immerse themselves in various cultures. These individuals will require a quick, comprehensive and scalable product that bridges the knowledge gap between communities, cultures and languages. Intercultural Augmented Reality Shifts in learning styles and the preference for experiential learning in an accessible, integrated format will bring about the creation of intercultural augmented reality. Relocating employees will immerse themselves in a new culture from the comfort of their home through realistic virtual interactions with locals and see how they fare in both commonplace and challenging situations that test cultural norms and boundaries. A gamification version would also be available that tests knowledge and skills.

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