Associate Operations Manager - Creative

Overview of the role

The Associate Operations Manager will lead the Creative Production Services team as a strategic leader for the CPS Operations, the AOM will

• Managing the day-to-day production operations for the client
• Support and translate broader company-wide strategic vision and priorities into clear and tangible production objectives, priorities, and action plans for the CPS
• operation; working in conjunction with Regional and, when appropriate, Global Leadership
• Establish and maintain deep, consultative relationships and is a highly trusted advisor to local and client stakeholders on pre-media, pre-press, print production, digital production, video/broadcast production, transcreation/translation, sourcing, creative and associated industry practices and trends
• Ensure regional procedures and processes are aligned with the Client / organizations global procedures, processes, and guidelines

Role Summary

Strategy, Vision and Leadership, Client Focus

• Design, implement and own the vision and growth strategy for the CPS team in line with the goals of Client / Williams Lea
• Initiate, collaborate and drive change management initiatives to support the business
• Monitors progress of on-going projects across the CPS Operation; provides guidance and leadership to address and resolve promptly, accurately, effectively, any issues or problems that may arise. Ensures all relevant stakeholders remain informed on project progress
• Provides thought leadership, insights, and perspectives that support client initiatives and align our services with client needs
• Maintains strong working relationship with Global and Regional stakeholders to ensure deliverables meet project specifications and client needs

Operational Excellence

• Manage day-to-day production operations of all the service lines in the Creative Production Services Business unit
• Develops effective production models from previous experience, current market trends, and competitor intelligence; establishes cost effective, creative, and innovative production strategies to meet the client needs
• Regularly analyses performance through KPIs and other metrics and at formal periodic production review meetings; utilizes data to maintain or improve performance across the operation
• Creates strong and effective global and regional partnerships and collaborates across the business to ensure client needs are met and projects stay within scope, budget, timeline, quality and other Key Performance Indicators (KPIs).
• Plans and executes change management activities to drive change while maintaining operating effectiveness and client satisfaction; ensures timely and efficient communication of management decisions throughout the region.
• Define Customer Satisfaction (CSAT) benchmarks focused on our Key Performance Indicators; design & implement the CSAT survey across clients and service lines
• Analyse the CSAT scores against the BU KPIs to identify focus areas, solutions, define and execute appropriate strategies to support them

People

• Recruit and lead the CPS leadership team to support the development and execution of the CPS strategy
• Communicates timely, relevant information to employees, as appropriate, so they understand company performance, business direction and initiatives
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• Establish and monitor team performance and development goals, assign accountabilities, set objectives, establish priorities, conduct annual performance appraisals, and administer salary adjustments
• Drive initiatives focused at improving employee morale and engagement

Growth

• Maintains and utilizes a long-term, holistic view of the business; proactively identifies future needs and opportunities and generates innovative solutions that drive profitability.
• Actively supports innovation, testing and implementation of production technology tools
• Supports Companys profitability efforts by encouraging and actively enabling innovation, creativity, and cost efficiency through all production activities.
• Keeps a focus on production and client service needs ensuring client retention is maximized by partnering with Global and Regional Client Servicing & Operations needs.
• Supports Business Development and Client Growth teams by providing attention to new and transition work or Proof-of-concept in order to win new business.
• Increase the Companys profile through actively engaging in networking, and/or other industry activities

Skills Required

• 8 - 10 years relevant experience (preferably within a leading global creative production agency)
• Proven experience successfully managing large-scale, multi-discipline international brand production teams within a media/creative production environment
• Deep understanding of effective creative production across all key disciplines: processes, roles, tools (digital and conventional), and workflow practices and trends
• Previous P&L ownership, accountability and demonstrated growth initiatives
• Strong leadership skills; ability to engage, influence and inspire peers, direct and indirect reports
• Collaborative professional, self-reliant, good problem solver and results oriented
• Intellectual curiosity required to ask the right questions and drive out inconsistencies
• Problem solving - understanding and offering solutions
• Relentless high energy, drive and proactiveness
• Strategic thinker with an excellent understanding of key industry influences and the ability to apply this thinking to a variety of clients and brands