Design Operations Manager

Experience : 12+ year experience and at least 6 years in experience managing the design team operations. Any bachelors / masters degree

- Accountable for the smooth day to day running of the team. The Design Ops Manager requires knowledge and understanding of each department and is expected to perform as a mentor and knowledgeable resource for team members and clients alike.

- Building relationships with key stakeholders, service users, onshore team members and other supplier service providers to ensure business requirements are met and processes are efficient and streamlined.

- Working in tandem with the Design Strategy Manager to develop, drive and implement a creative strategy that will put CREATE at the forefront preferred creative agency.

- Reporting into the Head of CREATE and working alongside our diverse team of designers and operational specialists, the Design Ops Manager is instrumental in running a happy studio nationwide making for an enjoyable work environment and increased productivity.

- Overseeing the Global Team from a commercial and operations perspective to ensure a smooth service to our worldwide clients. The Ops Manager will also be instrumental from a business development angle to drive new business through this team.

RESPONSIBILITIES :

- Develop, drive and implement process improvement and creative strategy for the team and function.

- Maintain operational excellence, ensuring that SLA commitments are met and exceeded.

- Provide accountability for governance of operations and services.

- Provide management and leadership to the team, ensuring motivation, development and performance of team members overall accountability for performance management of CREATE, ensuring guidance on process and timescales.

- Identify opportunities for new business growth, evaluate the feasibility of new service offerings and enhance the services offered by the business.

- Build strong business relationships with key stakeholders in the business to deliver a culture of service excellence.

- Ensure the technical infrastructure within CREATE is well-maintained and business continuity guaranteed, maintaining contact with IT departments and other relevant onsite service providers.

- Provide management reports, both internally and to leadership as required, in relation to the onshore and offshore teams, from this the Ops Manager will have the ability to make appropriate and rational recommendations based on analysis.

- Be responsible for the resolution and mediation of significant complaints and or issues raised when escalated by the client.

- Responsibility and management of budgets, working closely with the Head of CREATE and finance.

- Make important policy, planning, and strategy decisions.

- Develop, implement and review operational policies and procedures.

- Help promote a company culture that encourages top performance and high morale.

- Ensure all the SLAs are met by the team with impeccable quality deliverables

- Continuously seek out ways to improve process and capabilities of a multi discipline creative team

- Anticipate and resolve creative challenges by using appropriate resources and/or solutions

- Business analysis and insights: Analyze volume, utilization and quality trends and performance of the designers to understand underlying business and the team dynamics and inform Leadership for effective decision making on an ongoing basis.

- Team Meetings: Manage team meetings (agenda and content development, location / logistics, etc.) including Town Halls.

- Ad hoc Operations Support: Manages ad hoc operational projects including supporting leadership team with budgeting, workforce planning, seat planning & recruitment

- Mentor and guide the Leadership team. Leads groups for process change and implementation

- Develops guides and process overviews. Hosts workshops and how to tutorials

SKILLS :

- MS Office Excellent PowerPoint and Excel knowledge

- Adobe CCBasic to intermediate knowledge to guide the designers

- People management

- Process improvement and implementation

- Strategy development

- Problem solving

- Excellent written and oral communication skills