Responsibilities

• Operations & Process Management: Develop a client centric, predictable operations
• Know your client, understand client expectations, sensitivities, preferences and align service delivery accordingly. Prepare, update, and maintain client account manuals to ensure consistency and clarity in operations
• Take full ownership of service delivery. Ensure accurate and timely delivery of client deliverables such as newsletters, etc. Conduct regular quality and process audits to deliver per client expectations
• Manage and prevent client complaints with comprehensive root cause analysis (RCA) and remediation measures.
• Maintain a structured approach to team scheduling, workload distribution, and performance tracking. Proactively address operational bottlenecks to ensure seamless execution of daily tasks.
• Challenge the status quo, and continuously improve processes for enhanced quality, speed and efficiency in collaboration with key stakeholders
• Transition client accounts, and absorb new accounts per agreed timelines

• Team Leadership & Development: Create a culture of high performance

• Manage, lead and mentor a high performing team. Establish high performance standards and hold team accountable
• Foster a supportive and growth-oriented work culture to enhance employee engagement and retention.
• Establish and share tools, processes and practices to enable team’s success
• Provide regular feedback and coaching to enhance team’s performance
• Assist in hiring and onboarding new analysts

• Client & Stakeholder Engagement: Build an Outside-In culture

• Know your client – understand thoroughly client needs, sensitivities and expectations. Understand nuances of clients’ changing needs and adapt rapidly to stay aligned with client
• Build relationships and support Client Strategic Partners, to promote communication and improve engagement with clients
• Act as the primary point of contact for internal and external stakeholders regarding client deliverables. Ensure timely responses to queries
• Manage client escalations promptly and thoroughly to ensure resolution and satisfaction
• Collaborate with global teams across the US and Europe to maintain alignment on expectations and best practices

Job Requirements

• Education: Bachelor’s degree, preferably in an analytically rigorous area of study
• Work & Leadership Experience: At least 5 years of experience managing and developing a team, with 7-10 years of total work experience. Experience in handling highly detailed, time-sensitive processes
• Global Exposure: Experience working with international teams based in the US and Europe. Experience in multinational organizations is preferable.

• Required skills/ competencies:
• Strong analytical and problem-solving skills
• Robust organizational and time management skills
• Ability to manage multiple deliverables simultaneously under tight deadlines
• Excellent written and oral communication skills in English
• Good people skills
• Personality Traits:
• Curious with a passion for excellence
• Go-getter, with a high “energy and energizing flair”
• Solution oriented, with tenacity to execute to perfection
• Loves reading, especially related to business news

• Operations
• Media
• UK & European countries.
• US
• Contect