Head of Operations Full Time

Role: Head of Operations, MACS India – Marketing & Creative Services

Location: Mumbai, India

Grade: D1/D2

Based in Mumbai, India, the Head of Operations, MACS will serve as a pivotal role to drive operations for Capgemini Business Services Marketing Operations unit and full stack global marketing services agency, MACS (Marketing & Creative Services). The role is a key hire at an opportune time when MACS is undergoing an organization- wide transformation in building new capability, processes, and talent towards a new vision.

MACS is a large global operation of more than 300 marcomm professionals in India and Poland, providing a multitude of services across streams such as marketing, communications, digital, analytics, martech and creative services to the Marketing & Communications functions of Capgemini. As MACS looks for growth and expansion in its operations, the Head Operations, in India, will be responsible to oversee operational excellence, revenue and budget management, change management and drive various transformation initiatives spanning a large team of 270 people in MACS India.

Job Role

Role

As the Head of Operations – MACS, you would have a broad view of all aspects of the MACS delivery operations across streams, and geographies globally, operating out of India. You would be responsible to lead operations of a large marcomm services unit to build in efficiency in delivery operations, key priorities, introduce new processes in hiring/talent demand forecasting, introduce work-flow automation, project feedback, employee engagement attrition, management reporting on an on-going basis.

• As a lead for MACS Operations, you will be a partner to Global MACS lead and work alongside MACS IN delivery leader, and service delivery leads from across streams on ensuring efficient, timely, delivery operations and governance.
• You will be responsible for managing escalation on all operations and be a single point of contact for all internal operations in MACS India.

You will also be responsible for setting the agenda for operations transformation in MACS – interfacing with delivery teams, finance teams, audit and compliance, governance, employee engagement activities.

Job Responsibilities

• Manage and bring in efficient operational change through new processes, dashboards and team communication

Support the MACS Global Lead on managing all operations. Bring in an overview of all key delivery projects across streams and progress on timely delivery on the same. You’ll be responsible for delivery Operations reporting (Management Reviews, Reporting, Invoicing, SLA/KPI tracking etc.).

• Financial management, audits

You will be managing along with the MACS Global Lead, all inputs required for MACS financial overview and targets (budget management, revenue management, competitiveness, utilization metrics) for resources in MACS India. You will be responsible for financial tracking and reporting with the finance team. You will also manage various management reporting requirements, like reviews, audits etc.

• Manage talent forecast, recruitment, HR liaison

You will be responsible for driving and optimizing the recruitment process and dashboards and you will work with the MACS Leads (Design, Digital & Content, Comms, Marketing, ABM & Pursuits) to identify recruitment needs and be with locate the single point of contact with HR and the practice team in the recruitment process for all key hires. You will also manage the resource pipeline running efficiently. Work on a process for performance and rewards management.

• Drive Process improvement | SLA tracking | Tools procurement

You will be reporting to MACS Global Lead in driving key initiatives of the MACS transformation that bring in better productivity, and efficiency in delivery operations. responsible in driving key initiatives to improve MACS processes including project management, automation adoption, talent onboarding, and people management that are a part of the MACS transformation.

Responsibilities

• Stakeholder escalation management You will support MACS IN delivery Lead in ensuring appropriate, proactive communication with key stakeholders including overviewing arrangement of meetings and visits and ensuring timely delivery of periodically requested information. You will be leading all management reviews on MACS with Bsv leadership.
• Employee experience management Build and implement an outstanding onboarding and employee experience. With 200+ people, we need a consistent and reassuring onboarding experience that provides new joiners with an onboarding experience that makes them feel comfortable and inspires them to be the best at their job that they can be. Work on building new team culture, rituals, by organizing workshops, learning sessions, events and quick ‘pick me ups’, and to flag any issues that you feel might be affecting team morale
• Coordinate the team management agenda and activities. You’ll be part of the team’s senior management and will be responsible for creating and driving the agenda and liaising with the local organization on matters such as facilities (e.g., space allowance).
• Business community and risk management: Be responsible for all Bsv actions on managing crisis, risk, and business continuity processes.
• Be responsible for knowledge management and internal comms. As our team grows, it’s become harder to keep people up to date with developments such as new joiners, impact of global business results on our team, key projects, new processes, deadlines, etc. Your role will be to ensure that the team is informed of all relevant developments, and that they’re clear and well understood within the team.
• MACS Onboarding & new processes – help craft, document and implement processes. Work with Stream Leads to refine processes around creative work, then support the documentation and dissemination of these processes across the local and global team and provide support for those people using the processes for the first time.
• Analyze tools and team documentation as a team, we use a suite of tools aimed at meeting a number of needs, such as productivity, transparency, reporting and collaboration. We’ll look to you to evaluate these tools on an ongoing basis, and form opinions about which tools to use based on your well-rounded knowledge of all the different stakeholder needs.
• Build up and maintain a database of trusted vendors. Sometimes, we don’t have capacity to take on work ourselves, or we don’t have the right skillset to provide a specific service, but we know a man, woman or company that can. You and/or your team will be responsible for building out and maintaining a list of trusted service providers (e.g. film crews, photographers, voiceover artists, etc.) that can be used by our team or shared with our stakeholders.

Experience/Skill Requirements

• 12+ years of overall industry experience driving revenue, cost, service operations as for a large organization focused on Marketing delivery Operations
• Minimum 5+ years of leadership in marketing and communications operations and experienced in managing operations of large teams
• Preference to operations leadership experience in marcomm function, or marketing operations lead in marketing services organization, or the business head in a digital/creative agency
• Experienced in roles that involve multiple stakeholders, in complex environments, people management activities
• Experienced in optimizing operations, processes, and delivery in dynamic environments
• Preference for experience in transformational projects, continuous learner, problem solving mindset. Shows interest in new developments; is willing to learn; remains open to new ideas and thinking.
• Strong process management skills and certification
• Sound understanding of finance, cost structure, P&L management
• Strong client facing experience, stakeholder management

Assertive and able to drive change, excellent communication skills