Sector Operations Manager
Full job description
Gorkana
Salary: £54,000 per year
Gorkana Group brings together the UK’s most recommended Media Database, Multi-channel Media Monitoring and PR Measurement services for PRs and marketers representing all kinds of organisations. Headquartered in the UK, we currently have offices in London and New York.
The company boasts an impressive array of products and the career opportunities are endless. For those with ambition and determination, this company could provide you with a great future.
SUMMARY:
The Client Services Operations Manager holds responsibility for the running of a designated analysis operations team with specified sectors of responsibility. Accountable for performing against a set budget for the financial year and reporting their budget position to senior leads at appropriate meetings, they are responsible for the successful resourcing and on-boarding of new media analysis clients and projects into their sector team. The Client Services Operations Manager is also accountable for achieving all quality, productivity/efficiency, cost and profitability targets for their sectors.
In addition the Client Services Operations Manager will have line management responsibility for Account Managers and Senior Head Analysts plus overall accountability for the sector team. They also have overall responsibility for developing and coaching Account Managers and Senior Head Analysts on a day to day basis, and creating succession plans to manage their teams talent into future roles within Analysis Operations.
The Client Services Operations Manager will oversee up to 30 staff and be responsible for all operational activities that support a combined annual portfolio value of up to £4 million.
PRINCIPAL DUTIES & RESPONSIBILITIES:
Manage the AMs and SHAs on a day to day basis to ensure all of their accounts are as efficient and smooth running as possible.
Problem solving, escalation and resolution
Line management for AMs and SHAs including 1:1s, team meetings, mentoring and appraisals; providing day-to-day coaching and training to all staff within sector team.
Monitor, ensure quality control and report upon the profitability of team accounts, Invoicing & Forecasting
Quality control of final deliverables
Work closely with peers and the Head of Analysis Operations to identify systems and processes that could be improved and participate in New Product Development (NPD) forum.
Driving best practice/Standard Operating Procedures
Cost centre management
New account on boarding
Oversee the recruitment process for all job roles within their sector teams. Attend first and/or second interviews for all roles and manage the on boarding/induction process.
Arrange proactive visits to client base to measure client satisfaction, find solutions to areas of concern and complete service reviews with Account Managers
Training – continuously review and improve the training given to new and existing staff members, focussing on driving higher standards of performance and consistency.
PERSON SPECIFICATION:
Strong project management skills
Strong organizational skills
Advanced social and interpersonal skills
Ability to foster teamwork and open communications
Ability to set expectations and deliver high quality results
Experience of managing and developing people
Experience in developing and maintaining profitable client accounts
Comprehensive understanding and experience of media evaluation industry
Advanced understanding of Gorkana internal systems
Knowledge of process improvement methodologies such as Lean, Six Sigma or Kaizan.
Certification preferred.
Alongside a competitive salary of up to £54,000 per annum we also offer the following excellent benefits: Pension Scheme (up to 5% company contribution), 25 Days Holiday + 8 BH, 4 x Life insurance, subsidised canteen, Denplan, Season ticket loan, cycle to work scheme, Childcare Vouchers, gym subsidy, great training and development opportunities, excellent career progression and much more.
The Gorkana Group is an equal opportunities employer and all applicants who are eligible to work full time in the UK are welcome. The Gorkana Group is fully committed to treating all job applicants and employees fairly and equally regardless of their race, religion or belief, gender, sexuality, age or disability
To apply for this job please visit definitejobs.co.uk.