Operations Director

**Who we are**:
At Wunderman Thompson we exist to inspire growth for ambitious brands. Part creative agency, part consultancy and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience.

We are 20,000 strong in 90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

The Operations Director oversees the business management of day-to-day operations within the business. This position helps define processes and standards and plays a governance role to ensure that day-to-day project, brand or vendor/supplier administration, and management processes are adhered to.

Main Areas of Responsibility
The Operations Director has four areas of responsibility (specific duties of each are explained below):
**1. Operational - Planning, Analysing, Evaluating**
- Actively research, develop and maintain best-in-class operational practices (for large multi-disciplinary technology teams), including:

- Assist with roles and responsibilities defined together with HR
- Support the process of budgeting for the business, and financial management against that budget
- Support in driving the approval and recruitment process of new staff
- Processes and procedures for planning through development and production
- Operational tools and training
- Operational performance measurement and reporting
- Staff/team performance
- Analyse data and compile monthly operations report
- Maintain and grow strong relationships with all internal departments including finance, HR, Technology
- Collaborate with the Business Leadership to implement appropriate operational financial models for the organization
- Develop, implement, and maintain consistent time-tracking procedures for all team members
- Establish and maintain a system for tracking detailed information about all projects and internal initiatives, including data on:

- types of work performed by all sub-teams
- volume of work (projects)
- tier of work - as defined by level of strategic impact and level of complexity to develop and execute
- estimated and actual time spent on projects (at task level)
- estimated and actual cost to develop and execute projects
- Maintain, monitor and report on specific operational metrics including:

- staff utilization/productivity,
- accuracy against estimates,
- project production costs.

**2. Team Leading, Coordinating, Managing**
- Provides leadership within the business for daily operations
- Monitors department budgets and staffing resources
- Promote communication and information flow within all levels of business operations. Act as a guiding force for internal operations
- Promote communication and information flow within all levels of the business. Act as a guiding force for internal business managers and staff
- Develops operational procedures and establishes business processes with business partners. Establishes broad policies and objectives and insures they are being executed
- Ensure executive-level and financial support for any necessary additional change management resources required to improve and grow the team (i.e. additional or changes to head count/contractors, technology and training)
- (Work with business talent leadership to Oversee the development and delivery of training to staff on internal processes and standard operations procedures (SOPs))
- Appraises and evaluates overall operations on a regular and systematic basis and reports results to the business partners.
- Establishes workflow and policies that enhance communication and productivity in the business
- Works with business talent partner to establish and monitors staff and manager development and to provide adequate development plans for employees
- Maintains communications with appropriate business and client personnel to ensure positive workflow. Escalating exceptions and issues to Leadership level as required
- Advocate for master business plan, workflow procedures and internal systems
- Supports HR in creating an excellent staff onboarding process
- Support team leads in doing staff development planning

**3. Operational Excellence**
- Act as leader to ensure all business work is up to the standards of the business from an operational and financial responsibility governance standpoint
- Work with leadership, talent development and with HR to ensure job roles, titles, job requirements, salaries and performance measurements reflect the needs of the team, and are consistent with corporate and industry standards
- Establish business resource management processes and tools to; Regularly evaluate the teams planned project volume, then analyse the information and compare it to standards fr