Vice President - Operations - Digital Services - BPO

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 Company GDC

- 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

- Drives bottom-line profitability through effective management of staffing (e.g. levels, costs, utilization), global and regional opex initiatives, facility and other expenses 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 Company's 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 Company's profile through actively engaging in networking, and/or other industry activities

Candidate Profile

- Graduate degree within appropriate discipline such as Business, Graphic Arts, Marketing, Advertising, or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required.

- MBA (Masters of Business Administration) preferred.

- 15 - 18 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

- Collaborative approach coupled with high interpersonal skills

- 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

- Gravitas and charm. Have presence in a room, ability to earn respect and influence people

- Problem solving - understanding and offering solutions

- Relentless high energy, drive and proactiveness

- Naturally outgoing, charismatic

- Strategic thinker with an excellent understanding of key industry influences and the ability to apply this thinking to a variety of clients and brands

- Excellent presentation and communication skills (written, verbal)

- Proficient computer skills (e.g. MS Office-Excel, Word, Outlook)

- Ability to travel to other locations as needed

- Flexible with working hours start/end time based on business requirements - including night shifts. Expected normal coverage is 12pm to 9pm