Job Description

Dentsu Aegis Network (DAN) is seeking to hire a Head of Operations & Transformation, Americas Global Solutions, to oversee all activities relating to business transformation and operational excellence across global Sales, Solutions and Client Management (SS&CM). Transforming our SS&CM operations is a vital organizational capability need and with DAN’s growing global operating scale, it is important that the network has a strong, experienced leader in this role.

The Head of Operations & Transformation, Americas, will oversee and manage all SS&CM operational excellence and transformation initiatives that will strengthen governance, resourcing, processes and tools aimed at harmonising and integrating all SS&CM process and systems across various group entities with a view to creating an organization that is scalable and agile to lead and respond to market and client needs. The candidate will collaborate with respective lines of business to embed SS&CM process and operation harmonisation into business plans and goals.

As a member of the DAN Regional Solutions Executive Leadership Team, this position will report directly to the Americas CEO, Global Solutions and have a dotted reporting line to the Global Chief Operating Officer, SS&CM, Dentsu Aegis Network. This role will collaborate, and proactively work with the Global Solutions Executive Leadership team and their direct reports to implement and drive excellence in every area of SS&CM business operations. This role will support the Global Chief Operating Officer in ensuring the effective execution of our SS&CM business strategy, and that we have the required plans, metrics and targets in place to achieve our expected results.

KEY ACCOUNTABILITIES

CRITICAL ROLE PRIORITIES:

• Communicate and embed the Global SS&CM strategy and a roadmap for Operational Excellence and maturity improvements in SS&CM for the DAN group in the Americas in order to meet objectives for our future state organization across markets, agency brands, shared capability services.
• Working with DAN Americas Sales & Solutions leadership to lead the creation, and implementation, of an Americas blueprint to IMPLEMENT the design of the Sales, Solutions & Client Management operations, including but not limited to: the vision and strategy, client segmentation, client portfolio management guidelines and accountability, talent requirements, resourcing and guidelines, internal and external rules of engagements, and defining how systems, platforms and shared services will operate resulting in a scalable, agile, and operationally excellent infrastructure for our global business – eradicating unnecessary cost and duplication whilst empowering our business to retain and win more clients. This should also include the SS&CM channel planning and management of Americas DAN Alliances team.
• Working with DAN Americas CTO and technology team, deliver the SS&CM application & platform blueprint which enables collaboration across SS&CM stakeholders and DAN functional teams, thus enabling the SS&CM teams who operate using scalable, agile, and operationally excellent infrastructure– eradicating unnecessary cost and duplication whilst empowering our business to retain and win more clients.
• Ensure all Markets and Brands have full adoption and consistent usage of SS&CM processes, platforms and Capability Shared Services (CSS) including but not limited to Salesforce, client & sales collaboration portals/MSFT teams, monthly forecasting & pipeline management tools etc. Work closely with functional leadership and Americas COO community to deploy and embed Master Service Set to ensure consistent master data, necessary for proper pipeline reporting and forecasting.
• Build and strengthen the SS&CM function across DAN including hiring of Operations & Transformation team members (sales, solutions and operations) in key Americas markets and on-boarding of specialist partners and implementation of improved processes and tools.
• Establish and run sales cadence, covering all aspects of sales pipeline and forecast, alongside Americas Solutions leadership.
• Support the incubation of the SS&CM Client P&L/Solutions organization, supporting the solutions leadership, solutions team, by delivering and solidifying the growth ecosystem for these specific clients. 
• Be a visible leader for all aspects of SS&CM Operational Excellence and Business Transformation, including representing the Americas on the Sales & Client Transformation SteerCo, and providing frequent updates to Americas leadership to ensure alignment on SS&CM strategy, implementation and business implications across regions & LoBs.
• Work closely with the Americas market leadership teams to define implementation plans, timing and resourcing, with a focus on prioritized markets, with the aim to accelerate the adoption of SS&CM blueprint design and day-to-day operational functions.
• Work closely with colleagues within the businesses and at the Americas regional level covering Finance, Legal, Internal Audit, Privacy, Information Technology and HR aspects.
• Define and run regular governance forum for Americas Solutions representing all Markets and LoBs, and report progress, issues and risks to the Global Solutions Executive Leadership team.
• Provide overall leadership for the governance and compliance of SS&CM policy, standards, guidelines and processes in the Americas Region.
• Oversee ongoing SS&CM operation and transformation maturity reviews across the Americas region and oversee the implementation of any agreed action plans and report on progress.
• Drive awareness and behaviour change program aimed at all employees and lead all proactive and reactive communication around global SS&CM topics with senior management and others as required.

Qualifications

EXPERIENCE, PROFESSIONAL SKILLS AND QUALIFICATIONS

CRITICAL ROLE EXPERIENCES AND SKILLS DESIRED:

• Extensive relevant track record operating within a large, complex global organization, with proven recent experience of taking an organization through complex transformation aimed at process optimization and operational excellence through building business operation systems and control frameworks including staffing, controls and financial / budgetary aspects
• Strong understanding of business operation excellence and transformation best practices and standards – bringing in outside expertise and subject matter excellence
• Demonstrates C-suite maturity, with a Board Level presence and a strong ability to collaborate with multiple levels of the business and functional leaders to streamline processes and work towards resolution of challenges, constraints, and roadblocks and leading innovation across operations
• Worked for Best in Class Organizations with international exposure having worked with geographically diverse teams
• Can do attitude and ability to work effectively in a matrix organization structure with significant emphasis on collaboration, influence and persuasion, rather than relying entirely on command and control
• Excellent communication skills with the ability to present complex concepts, risks and strategies to the Regional Executive and senior management in business terms, while being able to discuss detailed technical aspects with experts in the DAN business
• Ability to recruit, manage and develop a high performing team of business operation and transformation experts

PREFERRED LEADERSHIP CHARACTERISTICS: CANDIDATE PROFILE

• HIGH LEARNING AGILITY - unbridled curiosity and the ability to discover trends ahead of time (“look around corners”) and glean valuable insights; not merely an effective executor of initiatives, anticipatory in her / his approach and provokes senior level conversation
• MAKING COMPLEX DECISIONS - can solve even the toughest and most complex of problems; great at gleaning meaning from whatever data is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; uses multiple problem-solving tools and techniques
• GETTING ORGANIZED - is well organized and resourceful; effective and efficient at marshalling multiple resources to get things done; lays out tasks in sufficient detail to mark the trail; is able to get things done with less and in less time; can work on multiple tasks at once without losing track; foresees and plans around obstacles
• DEALING WITH TROUBLE - fearlessly takes on all issues, challenges, and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation; deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take tough action; challenges the status quo
• FOCUSING ON ACTION AND OUTCOMES - attacks everything with drive and energy with an eye on the bottom line; not afraid to initiate action before all the facts are known; drives to finish everything he/she starts
• INSPIRING OTHERS - skilled at getting individuals, teams, and an entire organization to perform at a higher level and to embrace change; negotiates with skill to achieve a fair outcome or promote a common cause; communicates in a compelling vision and is committed to what needs to be done; inspires others; builds motivated, high-performing teams; understands what motivates different people
• ACTING WITH ETHICS, HONOUR AND CHARACTER - is a person of high character; is consistent and acts in line with a clear and visible set of values and beliefs; deals and talks straight; walks his/her talk; is direct and truthful but at the same time can keep confidences
• BEING OPEN AND RECEPTIVE - at ease and relaxed; easy to talk to and get to know; listens attentively; is an open book; has a positive sense of humour; deals calmly with stress and gives people a chance to catch up

Additional Information

Dentsu is an equal opportunity employer. We do not discriminate based on sex, gender identity, race, color, national origin, religion, sexual orientation, disabilities or any other protected basis because we believe the best and brightest come from all walks of life. We aspire to foster a community in which diversity is valued in both our employees and our ideas.