Leading a team of 25+ and portfolio of over £1000MM annually for a Media client with multiple Stakeholders in various locations.Ensuring operation delivery by providing leadership, strategic direction, and day to day managementIdentifying Business Impact and Cost benefits opportunities to drive optimization.Lead and motivate the team in hybrid work module setup through 1:1s, behavioral and customer-handling coaching and individual development plans. Develop talent and manage team performance to meet and exceed client satisfaction goals. Implement performance goals, monitor, and evaluate against pre-set goals. Implement action plans to resolve performance barriers as needed. Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement. Manage schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.Represent the Voice of the Customer during client visits, participate in continuous improvement initiatives to escalate systemic problems. Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.