Head of Operations; Process & Governance, UK

IPG Mediabrands; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

Une entreprise leader dans les solutions marketing recherche un Head of Business Operations; Process & Governance pour conduire l'adoption de nouveaux processus opérationnels au sein de ses agences. Ce poste implique la gestion d'une équipe dédiée, la formation des employés et l'engagement auprès des parties prenantes afin d'assurer l'efficacité opérationnelle au Royaume-Uni. Vous travaillerez à des projets vitaux pour garantir une amélioration continue du service. Des compétences solides en gestion d'équipes et en amélioration de processus sont exigées.

Benefits

Flexi-leave with 25 days annual leave

Free breakfast and lunch

Early finish Fridays

Core Hours with flexible start/finish times

Retail discounts

Electric vehicle salary sacrifice car scheme

Wellbeing programme

Paid time off for volunteering

Life Assurance

Private Medical Insurance or Health Cash Plan

Qualifications

• Expérience en gestion d'équipe et de processus.
• Capacité à donner des formations efficaces.
• Connaissance des outils de gestion comme Media Ocean ou Asana.

Responsibilities

• Responsable de l'exécution et de l'amélioration des processus opérationnels.
• Gestion et formation de l'équipe Process & Governance.
• Collaboration avec d'autres leaders pour optimiser les processus CLM.

Skills

Stakeholder Engagement

Collaboration

Team Management

Process Improvement

Education

Bachelor's degree or equivalent

Job description

About Us

IPG Mediabrands is the media and marketing solutions division of Interpublic Group (NYSE: IPG). Mediabrands manages approximately $40 billion in marketing investment globally on behalf of its clients and provides strategic services and solutions across its award-winning, full-service agency networks UM and Initiative and through its innovative marketing specialist companies Kinesso, Magna, Orion, Rapport, Healix, Mediabrands Content Studio and the IPG Media Lab. Mediabrands clients include many of the world's most recognizable and iconic brands from a broad portfolio of industry sectors. The company employs more than 13,000 marketing experts in more than 130 countries representing the full diversity of humanity. For more information, please visit our website: www.ipgmediabrands.com.

About the Role

The Operations Center of Excellence (CoE) will be a global organisation with operations experts around the world providing leading capabilities to clients through all IPG Mediabrand's media agencies.

Our Campaign Lifecycle Management Process brings a standardized, streamlined approach to our campaign process for booking and activating media. The Campaign Lifecycle Management program is our new, end-to-end approach to booking and activating media that standardises processes, closes financial gaps and cuts out rework.

The Head of Business Operations; Process & Governance will lead the team and be directly responsible for the successful roll out & training, championing, adoption support & tracking of this newly launched Campaign Lifecycle Management Process area within the UK local market, while working in partnership with the Head of Media Excellence, UK and EMEA Operations teams to ensure Operations capabilities are best leveraged for UK serviced clients. This new framework is critical to our local market success. The Head of Business Operations; Process & Governance will ensure the process delivers consistency & efficiency, mitigates commercial risk and ultimately is designed to make our media team's lives easier whilst giving them a safety net for when things get missed.

Key Responsibilities

1. Stakeholder Engagement & Collaboration:
   1. Build and maintain effective relationships with all other CoE colleagues with high frequency inter-operational craft communication
   2. Build and maintain effective relationships with all other local Craft senior representatives and develop collaborative partnerships that synchronize and support operational best practices.
   3. Ensure operational excellence is seen as continuously improving & driving business change across all business streams in the UK through information sharing and effectively demonstrating the credibility and rigor of the CoE.
   4. Represent the CoE in TX/ transformation working groups and UK agency forums.
   5. Collaborate with other senior leaders from across Analytics & Technology crafts to ensure we are building and/partnering with the right tools and have access to capabilities for process KPI tracking.

1. E2E/CLM Process Guardianship & Roll out/ training:
   1. Ownership and continuous review of CLM Client adoption roll out plan, including working with Activation Operations leaders to create and review new transition client onboarding plans.
   2. Governance and review of any areas of client led CLM process nuance.
   3. Ownership of organization and delivery of all formal and experiential CLM related roll out and training with an ambition to evolve to an industry leading 70;20;10 learning model.
   4. Collaboration with system Product Owners (Media Ocean, Asana, Interact) to blend in training to ensure training in as effective as possible minimizing impact on front line teams' time.
   5. Create continuous training plans to be rolled out for new and existing employees to include: annual refresher training and reminder training days for teams with low or non-adherence levels.
   6. Ownership and reporting on all training employee logs.
   7. Identify key local market client and agency operational requirements through close proximity to front line teams.
   8. Capturing evolving training materials and techniques from Global and Regional leadership, and act as a feedback loop representing local training and adoption together with the Head of Ops; Media Excellence
   9. Work closely with agency SLT's to review training and roll out feedback to continuously improve and evolve CLM training & upskilling.
   10. Work with Head of Ops; Media Excellence to adapt training plans proactively to CLM process updates and evolution.

1. E2E/CLM GCC Championing, Collaboration & Support:
   1. Collaborate with GCC and constantly review the efficiency of the CLM process working across GCC and local markets
   2. Identify key process areas for improvement and feedback to Head of Ops; Media Excellence
   3. Support acceleration and adoption of the Global Capability Centre (GCC) for both new and existing clients teams.

1. E2E/CLM User Engagement: Championing, Support & Helpdesk function:
   1. Creation of a CLM Champion community & coordination of CLM Training Champion Events
   2. Working with product/technology partners to capitalize on training and community event opportunities (Asana, Mediaocean)
   3. Act as CLM Process Champion for key new business projects and to demonstrate the strength and USP of our process standardisation roll out and continuous learning model for business continuity, contribute knowledge to RFPs, RFIs and new business meetings.
   4. Ownership and management of CLM feedback/ help desk function (via Happy Fox). Reporting as feedback loop on process development areas to Head of Ops; Media Excellence

1. E2E/CLM Reporting of Utilisation & Adoption Monitoring and KPI Tracking:
   1. Responsible for delivery of Management Information reporting suits on CLM Adoption & Efficiency working closely with Chief Client & Business Operations Officer, UK and Director of Business Operations; RSM, Systems & Data
   2. Delivery & oversight of reporting framework with key insights reports for Agency teams, Agency CEO's, Finance & Craft Leadership
   3. Delivery of alert/flagging system for key areas of CLM process where key stages are missed to ensure these are immediately captured and dealt with for risk mitigation

1. Team management
   1. Responsible for all areas of Team management of the Process & Governance team.
   2. Line-manage a Process & Governance team and over see their delivery on a day-to-day basis.
   3. Coaching and mentoring of Process & Governance team
   4. Set objectives, career development plans and KPIs for RSM & data team
   5. Manage performance reviews and career development conversations with the Process & Governance team.

Key Success Metrics:

The Head of Business Operations; Process & Governance, UK will have a number of core KPIs, across the below areas:

1. Individual KPI's
   1. Delivery of key projects with personal and team accountability
   2. 360 team feedback
   3. Local Agency ELT/SLT qualitative scores on ongoing process development and response to agency feedback

1. Shared Process & Governance Team KPI's
   1. Delivery of CLM Training (% employee training, feedback scores)
   2. CLM Adoption rates
   3. Risk mitigation/ flag resolution SLA'a

1. Shared Operational Team KPI's
   1. New & Current Client Operational Model Success
   2. Local adoption and adherence to global standards (E2E process, GCC adoption, Interact & Operational tools)
   3. Reduction in commercial operations errors- 10% YOY improvement to be seen across;
      1. Unbilled media over 90 days
      2. Ad-tech cost errors

• Late booking entries

1. Unbilled media write-offs

At IPG Mediabrands, we celebrate differences and believe this makes us stronger. IPG Mediabrands are equal-opportunity employers committed to championing an inclusive culture that provides a sense of belonging for all our employees. We do not discriminate against any applicant based on age, disability, race, colour, ethnicity, national origin, gender, sexual orientation, gender identity, religion, belief, marital status or any other characteristic protected by law.

Please reach out to our Talent Inclusion Specialist Jess at [e-mail] if you would like to have a confidential conversation regarding any adjustments that would ensure our recruitment process is accessible for you. Please note requesting a reasonable adjustment will not affect your application.

The Perks

We aim to provide all our people with a supportive and fun work environment where you can develop your full potential and benefit from the broad range of opportunities within the agency. When you join us, we want to make sure you feel valued - and that you are rewarded for your fantastic work. So, we also offer a range of benefits:

• Flexi-leave, with 25 days annual leave to be taken as minimum. In addition to your holiday entitlement, the office usually closes between Christmas & New Year
• Free breakfast and free lunch
• Early finish Fridays
• Core Hours (Mon-Thurs, flexible start/finish times)
• Retail discounts
• Electric vehicle salary sacrifices car scheme
• Wellbeing programme, including Headspace & flu jabs
• Interest free season ticket loan
• Paid time off for Volunteering
• Group Income Protection
• Life Assurance
• Private Medical Insurance or Health Cash Plan (dependent on level)
• Group Personal Pension Plan with matched contributions from 3-6%
• Generous Parental Leave & Pay
• Independent mortgage advice
• Financial education
• Employee Assistance Programme
• Free eye tests
• Flexible benefits including Dental, Travel insurance, Cycle to Work, Gym Discounts and many more!