Service Delivery and Operations Management

I'm responsible for owning and delivering quality outcomes with regard to service levels, people engagement and continuous improvement of the service. This involves implementing and improving processes and tools to drive operational efficiencies to exceed operational and financial commitments. I'm Leading the delivery of client marketing activities focused on multiple businesses, in alignment with the overall marketing strategy.Some of the following are key responsibilities of the role;1. Managing dedicated digital marketing teams within an Accenture business entity. Responsible to manage & build the capabilities of the team, in growth areas (e.g., automation, artificial intelligence, data-driven insights, industry expertise and innovation). 2. Responsible for operational, organizational & business metrics for the program. Focus on business excellence, training, certifications, process management, SOPs, new ideas and collaboration across teams.3. Responsible for career management of service delivery operations team (e.g. training, engagement, mentoring, succession planning and annual performance process).4. Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets.5. Manage the service and all personnel providing it to deliver agreed scope of services while achieving profitability improvements and productive gains6. Responsible for business objectives (sales, revenue, CCI, cost-to-serve) through articulation and application of standard delivery solutions.7. Implement standard service level agreement (SLA) and other financial/operational metrics8. Within the scope of the program, managing multiple priorities focused on Creating Client Value, Profitable Growth, Innovation & Digital Operations, and Talent support.

As Head Operations my role is to develop and implement KPIs, SOPs, Operational Strategy, including Project Management and Production Departments. The role assumes full accountability for Project Management Department while guiding teams to deliver campaigns across various platforms such as Search Engine Marketing, Social Media Marketing, Website Design/Development, Pay Per Click (PPC), deployment and service delivery, maintaining constant focus on achievement and improvement of client’s ROI.• Create and implement operational, technical, creative and people assets effectively and sustainably• Leads execution of short and long-term operational effectiveness and solution development initiatives to support growth in revenue and margins across customer and service segments.• Drives coordination and integration across sub-functional units to create a cohesive, coordinated organization while minimizing redundancies and fostering organizational alignment.• Maintains constant focus on achievement and improvement of operational standards & SOPs• Responsible for leading Project Managers and directly handling top clients of the organization.• Responsible for training Project Managers• Selects, develops and motivates high potential talent to ensure current and future managers are capable of meeting emerging organization needs• Implement tools to increase efficiency of the Production Team by reducing manual work and increasing the quality of the services provided to the client.Areas of focus▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✔ Business & Digital Strategy✔ Marketing automation and sales programs ✔ Digital Media & PPC✔ Sales Conversion Optimisation✔ Social Media Strategy & Execution✔ Customer Experience / UI/UX Improvement✔ Brand Strategy✔ and more

• Responsible for management and delivery for digital projects and leading Project Managers: websites, SEO, SEM, SMO, email marketing, websites (responsive & mobile), applications and media, and PPC campaigns.• Account Planning, Strategy, Monitoring, & Controlling• Project Budget, Resource Allocation, Project Timelines• Responsible for building and maintaining a strong work relationship with existing client base.• Accountable for client's business deliverables (budgeting, ROI, engagement analytics and performance measurement).• Manage agency relationships and teams for executing website content, social media campaigns, and paid media campaigns. • Manage campaigns across: YouTube, Google Search, Social media ads and performance media.• Expertise across various platforms: Twitter, Facebook, Google+, YouTube, Google Search, Instagram, Paid

Focus-• Provide end-to-end project management for clients• Scope project requirements and prepare budget• Develop a detailed project plan and monitor progress• Collaborate with internal teams to design, develop and implement digital projects• Deliver projects on time ensuring quality standards are met• Develop support documentation including risk logs and requirement specifications• Monitor and report on Google Analytics metrics• Communicate with the team and ensure all members are on board with delegated tasks• Highlight potential risks or malfunctions and act proactively to resolve issues• Seek opportunities for improvement and suggest new projects

• Responsible for driving business through client servicing• Portfolio advisory management for the clients• Responsible for management of Profitability of the branch• Responsible for coordination & facilitation of various process for a smoother flow of business• Coordinating promotional activities and executing schemes for getting incremental business from time to time

• Development and management of relationship with customers for sales and service of financial products• Handling HNI clients & Business development efforts in adherence to Sales Processes• Portfolio Management & Rebalancing• Profiling customers and provide Investment Plan to meet business goals