Operations Manager

As Operations Manager, you will manage client and team-specific operational projects and initiatives across every practice area within the agency, including Strategy/Planning, Media Investment, Search, Finance, and SLA compliance. This role is responsible for providing centralized operational leadership and will collaborate across all account stakeholder groups to ensure all key milestones are being met.

This function and report into the Operations Lead at Publicis Concierge, our Power of One (Po1) Model Servicing our Four Seasons client. In addition, the Operations Manager will bring tactical and detail-oriented work streams together to find smarter, faster ways of working.

Responsibilities
Operations

• Understand client business needs and execute projects to drive operational excellence
• Oversee and manage day-to-day operations, projects, and initiatives within the organization
• Develop and implement operational policies and procedures to optimize efficiency
• Monitor and analyze operational performance metrics to identify areas for improvement
• Collaborate with cross-functional teams to ensure seamless operations
• Ensure compliance with regulatory requirements and company standards
• Identify and implement cost-saving initiatives without compromising quality of the agency product or SLAs
• Continuously assess and improve operational processes to enhance overall productivity
• Prepare regular reports and presentations on operational performance for senior management
• Prepare and present client/internal communications materials in support of onboarding and training

Governance

• Establish and enforce standard operational policies and procedures (SOPs)
• Monitor compliance with regulatory requirements and company standards
• Develop and maintain key performance indicators (KPIs) for operational performance
• Ensure adherence to service level agreements (SLAs) with clients and internal stakeholders
• Oversee the preparation and delivery of client reports and presentations
• Facilitate communication and alignment across multiple departments/teams on operational matters
• Provide quality assurance (QA) support across all projects to ensure operational excellence

Administration

• Organize and facilitate project meetings, all-hands sessions, and training sessions
• Administer surveys and gather feedback to improve team culture and operations
• Support the Operations Lead in various administrative tasks and projects
• Document meeting action items, creation of tasks, and assign responsibilities
• Assist in the preparation of presentations and reports for senior management
• Administer surveys to capture feedback on improving ways of working
• Participate in and/or lead meetings as directed by the Operations Lead
  

Professional Skills

• Strong business acumen with the ability to analyze problems and propose effective solutions
• Exceptional multi-tasking skills to manage concurrent projects and priorities simultaneously
• Possesses a high level of organization, attention to detail, and expertise in time management
• Team-oriented mindset with a collaborative approach to problem-solving
• Inquisitive nature and willingness to challenge existing processes for continuous improvement
• Exceptional organizational skills and attention to detail in managing operations
• Proficient communication skills to convey complex ideas clearly and concisely
• Ability to engage, lead, and influence stakeholders at various levels within the organization
• Can quickly learn, adopt, and teach new platforms and technologies independently