Operations Associate Director, (EU Ops)
M3 (EU) Ltd, United Kingdom
Job Description
As an Operations Associate Director, (EU Qualitative Ops) with M3 Global Research you will be successfully running a dedicated PM Team within our global business.
Responsibilities will include;-
- Ensuring successful day-to-day running of your Team
- Proactively manage stakeholder expectations with Sales/Management/Clients
- Foreseeing operational challenges and providing effective communications to the Ops Director
- Provide second line support to project managers
- Management of projects and project managers
- Line manage direct reports
- Monitor overall team KPIs and maintain workload distribution equality
- Hold annual reviews and provide development plans
- Provide first line support to direct reports
- Identify and action training plans
Ensuring Project Success
- Ensure qualitative projects are delivered to budget, timelines, and client satisfaction within your team
- Support team on project plans and monitor implementation
- Provide action plan and suggestions promote a positive attitude
- Coordinate with relevant stakeholders on project basis to ensure smooth teamwork
- Step in on projects, as and when required
- Turn around off track projects into on track projects
Ensuring Structural and Procedural Integrity
- Ensure your team is following established processes including but not limited to
- In dealing with other departments
- Following industry guidelines
- Accuracy in admin, in particular accuracy on billing and it’s timeliness
- In case of non-compliance arrange for corrective action
- Arrange for appropriate training of team members
- Ensure collaboration with the other team heads
Proactivity and Improvement
- Ensure qualitative team can offer best services to clients
- Suggest and put forward ideas on procedural and structural improvements to Head of Qual and VP of Operations
Meeting Departmental Targets
- Ensure your PM team meets the following KPIs both on an individual basis as well as on a team basis
- Revenue
- Profit
- CSAT scores
Relationships with internal and external stakeholders lead by example
- Build, improve and further relationships with other departments [programming / sales / procurement / fieldwork], quant teams in other divisions [US and SWE] and external stakeholders [partners]
- Lead by example and show a positive can-do attitude
- Work together through challenges to collaboratively find solutions to make projects a success
- Training of Project Managers
- Arrange and coordinate training sessions, ensuring completion and knowledge retained
Requirements
PROFESSIONAL SKILLS, ATTITUDES amp; APPROACH
Excellent Client Service:
The Associate Director (EU Ops) should have sufficient knowledge of the Client’s business to understand the operational imperatives necessary to achieve excellent Client Satisfaction. They should have the knowledge and experience to foresee and forestall potential problems in any projects and be comfortable having any ‘difficult’ discussions with the Client/the Business Development Director when any projects are ‘off track’ and provide solutions to get projects back ‘on track’.
Process:
This role is the pivotal one in ensuring timely and successful completion of all projects which pass through M3. The quest would be to effectively manage the client’s expectation of the work, with the aim to exceed this where possible. As part of managing the Project Managers, The Associate Director (EU Ops), should monitor all projects during delivery and on completion, providing accurate updates and ensuring that information is available when required by the Head of Qual, Executive VP of Sales or other departments. They should develop a cross-departmental team spirit and understanding of the Client context of all projects under their management.
Team Management
He/She will be expected to manage and mentor a team of Project Managers. Run and manage their appraisals, set growth objectives and monitor each individual’s progress. They should have the experience to train and mentor Project Managers and have the judgment and foresight to know when they should seek guidance from Head of Qual (if they have any concerns about a particular individual) as well as provide praise and recognition of team members together with any pay rise proposals.
Inspiring Relationships with Partners:
When M3