Essence | Associate Business Operations Director

Finance & Commercial Singapore, Singapore


Description

Position at Essence

About Essence

Essence, part of GroupM, is a global data and measurement-driven media agency whose mission is to make brands more valuable to the world. Clients include Google, Flipkart, NBCUniversal, L'Oréal and the Financial Times. The agency is more than 2,000 people strong, manages $4.5B in annualized media spend, and deploys campaigns in 121 markets via 22 offices in APAC, EMEA and the Americas. Visit essenceglobal.com for more information and follow us on Twitter at @essenceglobal.

 

About the role

As a Associate Operations Director, you will report into the regional VP of Operations, and be accountable for the strategic and day-to-day leadership of operations across a portfolio of clients.  Leading a team across APAC, and partnering with Client Services, you will be expected to:

  • Support the management of financial performance of our clients for Essence, maintaining visibility and advising on actions to ensure financial gain is balanced with client and employee satisfaction
  • Lead the successful delivery of work across our APAC markets, by ensuring work is effectively planned, effort is carefully project managed, barriers to delivery are overcome and risks are proactively managed
  • Champion the use of the agency’s ways of working, and strive for their continual improvement, to drive operational effectiveness and work quality within your portfolio

 

Some of the things we'd like you to do:

Supporting Financial Performance

  • Oversee the development of clear scopes of work and commercial proposals:
    • Partner with Client Services to understand client needs
    • Partner with Product Leadership and Resource Management to translate client needs into a scope of work, and build a clear understanding of work effort to deliver it
    • Ensure assumptions made during the estimation of effort is clearly documented and reflected in the scope of work
    • Partner with Finance and Client Service to ensure level of effort is accurately translated into a commercial proposal that is approved by appropriate agency leadership
  • Maintain visibility of financial performance to drive future recommendations:
    • Partner with Resource Management and Finance to ensure resource utilisation and financial performance is accurately reported to Client Services and agency leadership
    • Make ongoing recommendations to Client Service as to how they can manage work to meet financial targets
  • Help maintain an accurate view of client demand and forecast financial performance:
    • Combine historical scope and financial performance with the most recent client context shared by Client Services to prepare estimates of future client needs and financial performance to advise on decisions
    • Ensure Resource Management maintain visibility of future resource needs, and Finance of future financial performance
  • Help optimize resourcing against fluctuating client needs:
    • Work with Resource Management to identify ways to leverage different resourcing solutions [including permanent, freelancing, offshoring and outsourcing] to best match resourcing to fluctuating resource needs to ensure we can deliver the work on time and to expectations while optimizing financial performance
  • Support the generation of incremental revenue:
    • Identify areas of service that are out of scope, and work with Client Services to develop compelling proposals for cross-sell or upsell opportunities

Leading the Delivery of Work

  • Play a leadership role in the onboarding of new clients, ensuring they are set up for operational success from the outset
  • Develop, coach and manage Project/Operations managers to:
    • Translate scopes of work into effective project plans that will ensure we meet client expectations on time and on budget.
    • Partner with Resource Management to ensure appropriate resource is identified to execute the plan, and to resolve resource challenges along the way
    • Give Client Services leadership visibility of the necessary Client’s and Partner Agency’s obligations to meet the plan, and help them set appropriate expectations and hold them to account
    • Coordinate efforts across the cross-functional team, including the successful use of daily huddles to maintain context and drive decisions, and break-out sessions to overcome challenges
    • Maintain an up-to-date view of progress against plan, working with them to get effort back on track if behind plan, and escalating to Client Services for input where appropriate
    • Continually identify potential risks, helping them to overcome those with low to medium impact and taking direct accountability for high-impact risks, escalating to Client Service and agency leadership where appropriate
  • Work with the Client Directors to ensure successful client billing within your portfolio
  • Educate the team on client-by-client service expectations, and coach them on ways to better manage their work to scope
  • Support Client Services by inspiring the cross-functional team to effectively collaborate and communicate in a truly integrated way
  • Work closely with clients to present commercials, manage operational challenges and oversee the ways of working to align with client goals. 

Driving Operational Effectiveness

  • Ensure cross-functional teams are holding regular wash-ups, which lead to actionable recommendations that are implemented to improve the way they work together
  • Ensure teams understand the end-to-end Essence Campaign Delivery Process and supporting Quality Standards, and how they should apply them to their role and day-to-day work
  • Monitor how Process and Quality Standards are being adhered to, championing their use, resolving barriers to their adoption and sharing the results with Operational Leadership
  • Share operational recommendations to improve the way we work, and subsequently work with peers and wider Operation leadership to realise them across the business.
  • Lead some of the regional initiatives to drive improvement, and ensure the successful adoption of all agency improvements [including those led by your colleagues] across APAC.

 

A bit about yourself:

  • You’ll have 6-8+ years’ experience, with a proven track record in an operations or project management role within a service industry
  • You have ideally worked within a media agency
  • You have strong project management skills, balancing best-in-class approaches with pragmatism for a given situation
  • You are commercially-savvy, and you have experience managing large-scale projects involving cross-functional teams
  • You possess strong communication skills and the ability to discuss complex issues with many different stakeholders, both internal and with clients. 
  • You can demonstrate strategic initiatives you successfully delivered to improve business effectiveness
  • You have a data-driven, analytical mind, able to use it to identify root  causes to complex problems
  • You can make decisions and resolve problems quickly and effectively
  • You are a very organised person, and have strong attention to detail, allowing you to bring structure to otherwise unstructured situation
  • You have strong spoken and written communication skills, ensuring you can get your point across, and drive engagement and interest in most situations
  • You have well-tuned relationship skills, and you’re able to use them to build rapport and influence people at all levels
  • You have a can-do attitude, you can multi-task and you remain calm and composed under pressure
  • You exude positivity and energy, and you can thrive in a fast-paced and dynamic working environment
  • You work best in team environments, and you are a beacon of collaboration
  • You’re able to recruit, develop and nurture a talented team
  • You have experience of working across multiple markets in APAC, knowing how to adapt ways of working to suit market and team nuances. 

 

What you can expect from Essence:

Essence’s mission is to make advertising more valuable to the world. We do this by employing the world’s very best talent to solve some of the toughest challenges of today’s digital marketing landscape. It’s important that we hire people whose values reflect those of our own: genuine, results-focused, daring and insightful. As an Essence employee, we promise you a workplace that invests in your career, cares for you and is fun and engaging. We believe these factors create a workplace where you can be yourself and do amazing work.