Manager, Operations, UK

WPP Media · London

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1496 - MANAGER, OPERATIONS, UK - London

Role purpose

Deliver the day-to-day operation of key Client Operations processes across WPP 650, ensuring Client Leadership, Comms Planning, Strategy and Client Specialist teams have the operational processes, tools, information and guidance required to work effectively and consistently.

Approximately 80% of the role will focus on Client Operations and 20% on Open Operations. The Account Manager will own defined areas of operational delivery, working with the VP, Client Team Operations and flexing across the wider Operations team where priorities and demand require.

CRAFT & CAPABILITY – TRAINING & UP-SKILLING

Do our people know how to do it?

Maintain the operational guidance, training coordination and practical support required for Client teams to consistently apply agreed processes and ways of working.

• Agency-Wide Operational Training – Own the coordination and maintenance of agreed WPP 650 operational training materials and guidance covering processes, ways of working, hand-offs, finance, Campaign and Forecast Trackers and SLAs. Ensure approved changes are reflected and current materials are accessible to teams.
• Training Coordination – Coordinate operational onboarding and training activity, maintaining relevant materials, schedules and information and supporting delivery where required.
• Targeted Training – Capture recurring operational issues and Client Team feedback and coordinate agreed training, guidance or interventions identified by the VP, Client Team Operations.
• Planning Technology – Maintain agreed operational guidance for Client teams across MAP, Campaign Governance, briefing templates, timelines and relevant operational tools.
• Ways of Working – Coordinate implementation of agreed Client Team ways of working and hand-offs with Strategy, Specialists and Activation, escalating recurring issues or gaps requiring wider intervention.
• Open Adoption – Help embed agreed Open workflows across Client teams, identifying practical adoption issues and feeding these into Client Operations and Open Operations.

TECHNOLOGY, INNOVATION & TRANSFORMATION

Are we continually making the way we do it better?

Implement agreed Client Operations improvements and ensure changes are embedded in day-to-day processes, tools and guidance.

• Process Improvements – Coordinate and track agreed Client Operations improvement activity, maintaining actions and ensuring approved changes are reflected in relevant processes, tools, documentation and training.
• Operational Tools – Own and maintain allocated Client Operations trackers, templates, documentation and operational tools.
• Operational Insight – Identify recurring issues, duplication and inefficiencies through day-to-day operational activity and provide insight to the VP, Client Team Operations to inform continuous improvement priorities.
• SLA Tools – Maintain the operational tools and information used to monitor SLA delivery, ensuring information is current and highlighting exceptions or recurring issues.
• Social Value – Coordinate agreed operational inputs and information required for Social Value reporting and the Social Value dashboard.
• Testing & Implementation – Coordinate or support testing and implementation of agreed technology, automation and Open workflow changes affecting Client teams.

OPERATIONAL COMPLIANCE & COMMERCIAL DELIVERY

Are we actually doing it correctly, consistently and in accordance with our commitments?

Own the day-to-day operation and coordination of allocated Client Operations governance processes, maintaining information, following up actions and escalating risks and exceptions.

• Campaign & Forecast Trackers – Own the day-to-day coordination of the GCA and GCS monthly Campaign and Forecast Trackers, managing timelines and inputs, following up with Client Teams and escalating omissions, delays or recurring data-quality issues.
• SLA Tracking – Own the day-to-day maintenance and monitoring of Client Team SLA information, following up exceptions and escalating risks, patterns or recurring underperformance to the VP, Client Team Operations.
• Risks, Issues & Actions – Maintain Client Operations risk, issue and action logs, following up actions with owners through to closure and escalating overdue, recurring or material issues.
• Financial Process Tracking – Track agreed Client Team financial processes, including Level 2 reconciliations, PO closure and Media Queries, following up outstanding actions and escalating overdue or recurring issues. Client Teams remain accountable for delivering their financial requirements.
• Client Governance Coordination – Maintain agreed information, documentation and action tracking required to support Client Team contractual governance, highlighting gaps or issues to the VP, Client Team Operations.
• Delivery Readiness – Coordinate agreed operational readiness activity for key delivery periods, including Christmas, financial year-end/new financial periods and policy-priority activity.
• New Clients & Third Parties – Coordinate the practical delivery of agreed operational onboarding activity, ensuring required information, documentation, training and ways of working are brought together.
• Crisis Preparedness & FOI – Maintain agreed Client Team crisis and FOI materials and readiness information, including team responsibilities and out-of-office arrangements, and coordinate agreed testing activity.
• Lot 7 – Own the day-to-day administration of the Lot 7 SharePoint, including user access administration, coordination of required content and follow-up of updates. The VP, Client Team Operations retains operational governance.
• SRM – Own the day-to-day operational coordination of SRM, including meeting coordination, input collation, agenda preparation, action tracking and maintenance of the Open SRM Project and SharePoint.
• Records & Evidence – Maintain appropriate operational documentation and evidence to support governance, contractual and audit requirements.

OPEN OPERATIONS – 20% OF ROLE

How do we maintain effective Open Operations and resilience?

Own allocated Open BAU activities and maintain sufficient knowledge of core Open Operations to provide resilience and holiday/absence cover.

• Defined Open Ownership – Own allocated recurring Open operational processes. These may include user administration, workspace administration, user support, adoption reporting, training administration or testing activity. Allocation may flex across the three Account Managers according to operational priorities.
• Open BAU – Deliver allocated Open activities to agreed standards and timelines, maintaining appropriate records and escalating exceptions or issues to the Associate Director, Open Operations.
• Open Support – Resolve agreed day-to-day Open queries within the role’s remit, escalating technical, product or significant platform issues through the agreed route.
• Changes & Testing – Support testing and implementation of agreed Open functionality, workflow changes and improvements where required.
• Operational Cover – Maintain sufficient knowledge of core Open processes, current priorities and escalation routes to provide effective holiday and absence cover and maintain continuity of Open Operations.

WHAT THIS ROLE DOES NOT COVER

• Client Operations Strategy & Leadership – The VP, Client Team Operations owns the Client Operations plan, standards, governance, capability and continuous improvement agenda. The Account Manager owns allocated day-to-day operational processes that support its delivery.
• Client Team Accountability – Client Leads, Comms Planners, Strategy and Specialist teams remain accountable for delivery of their respective responsibilities.
• Operational Standards & Governance Design – The VP, Client Team Operations determines the required standards, governance and interventions. The Account Manager operates and monitors allocated processes, identifying exceptions and opportunities for improvement.
• Specialist Skills Training – Specialist craft and role-based training remains the responsibility of the relevant Client, Strategy and Specialist Leads.
• Open Operations Leadership – The Associate Director, Open Operations owns Open governance, platform operations, roadmap and development. The Account Manager owns allocated Open BAU activities and provides operational resilience and cover.

Life at WPP Media & Benefits 

Our passion for shaping the next era of media is powered by our commitment to Be Extraordinary, investing in our employees to inspire transformational creativity. We also Lead Optimistically, firmly believing in and Championing Growth and Development for every individual. This commitment allows WPP Media employees to leverage the extensive global WPP Media & WPP networks to pursue their passions, build vital professional connections, and learn at the cutting edge of marketing and advertising.  

We Create an Open environment built on trust and respect, where everyone feels they belong and has opportunities to progress. This inclusive culture is fostered through a variety of employee resource groups and frequent in-office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events. Our comprehensive benefits package reflects this commitment, including competitive medical, group retirement plans, vision, and dental insurance, significant paid time off, preferential partner discounts, and employee mental health awareness days.  

WPP Media is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We believe the best work happens when we're together, fostering creativity, collaboration, and connection in this open and supportive environment. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.  Please note that while our philosophy is the same across WPP, benefits may vary by office/country. 

Please note this is a UK based role and requires individuals to have the right to work in this location 

While we appreciate all applications received, only those candidates selected for an interview will be contacted.  

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