Operations Manager - Media Analytics

Key Skills:

Roles & Responsibilities:

• Develop and manage a client-centric and predictable operations model that ensures high standards of service delivery.
• Understand client expectations, sensitivities, and preferences, and align service delivery accordingly.
• Prepare, update, and maintain client account manuals to ensure operational consistency.
• Take full ownership of service delivery, ensuring accurate and timely client deliverables such as newsletters and reports.
• Conduct regular quality and process audits to meet client expectations.
• Investigate client complaints through comprehensive root cause analysis (RCA) and implement corrective measures.
• Maintain structured team scheduling, workload distribution, and performance tracking.
• Proactively identify and resolve operational bottlenecks for seamless execution of daily tasks.
• Continuously improve processes to enhance quality, speed, and efficiency in collaboration with stakeholders.
• Lead client account transitions and absorb new accounts within agreed timelines.

Experience Requirement:

• 8-10 years of total work experience, with at least 5 years in managing and developing high-performing teams.
• Proven experience in handling highly detailed, time-sensitive processes with a focus on accuracy and efficiency.
• Demonstrated ability to develop and implement client-centric operational strategies that ensure exceptional service delivery.
• Extensive experience in managing operations for large teams, with a focus on quality control, performance tracking, and improvement initiatives.
• Prior experience in driving process improvements and operational efficiency, identifying bottlenecks, and proactively resolving them.
• Strong background in managing client relationships, ensuring alignment with client needs and expectations.
• Experience in handling client complaints and delivering thorough root cause analysis (RCA) and remediation strategies.
• Ability to collaborate with senior leadership and cross-functional teams to streamline operations and enhance client satisfaction.
• Experience in onboarding new clients, managing client transitions, and absorbing new accounts as part of growth strategies.
• Previous experience in an international work environment, particularly working with teams in the US and Europe, and understanding of global business dynamics.
• Solid understanding of industry best practices in operations and team management.

Education: