Manager, Production Services and Solutions
PURPOSE OF POSITION:
The Manager, Production Services and Solutions, as a leader within the Sponsorship Business Services team, will be responsible for the delivery of existing and new product services for Support Offices and National Offices, and possibly other customers, using a variety of solutions. Whether its quality review of photos, videos and other rich media, the exploration of new services such as translation or identification validation, or providing these services for adjacent products to new customers, the possibilities are expansive. This leader will manage to a profit-loss responsibility, including chargeback to clients based on ‘fee for services’ contracts that are renewed each year.
The Manager, Production Services and Solutions provides leadership and establishes a dynamic, results-oriented work environment for a team of both permanent and temporary staff based in Manila, advocating industry best practices for quality processes and approaches, applying continuous improvement methodologies, and fostering team work and development for the staff. This role will periodically evaluate emerging technologies and external services to affirm the integrity of the business case for production services, balancing cost and risk management. This position promotes excellence in day-to-day production services supporting rich media quality review on behalf of support offices, using partnership-agreed criteria to ensure integrity of content on a timely basis for use in acquisition and retention of sponsors globally. This role also manages a Creative Services team, which by FY18 will become a core offering in the ‘fee for service’ model, whether to GC Sponsorship teams or other clients.
Reporting to the Director, Sponsorship Business Services, this position will work in close coordination with Support Office marketing and product services teams to ensure Service Levels meet or exceed expectations, obtain feedback on existing services, elicit requirements for new services, and continuously improve processes. To gauge production levels for staffing schedules, this role will also work closely with the SO/NO Production Coordination team to stay abreast of trends and changes in production plans for content produced by the front-line staff. Collaborating with the Marketing & Engagement team, this role will stay apprised of the features and content pipeline, providing insights into quality requirements, and supporting quality review testing and feedback for new features.
The ideal candidate will possess: proven leadership and people development skills, analytical and problem solving acumen; experience in process improvement and optimization; demonstrated people management skills, with an ability to handle difficult situations with appropriate discretion, human resources acumen and respect for the individual; solid communication skills, both oral and written, with the ability to persuade/influence others; hands-on project management experience; and strong organization skills for prioritization of individual and team work.
Strategy and Planning:
Lead the development of the annual plan for the Production Services and Solutions team, including projections for temporary staff based on both historical data and forecasted production planning.
Support the development of multi-year sponsorship strategic priorities and business planning, including coordination and compilation of input from partnership stakeholders informing the process.
Develop annual budget including cost estimation, resourcing, time and deliverables for productions services, creative services and special projects based on defined priorities as shared by the Director, Sponsorship Business Services.
Develop and/or negotiate updated agreements with clients on services and rates based on annual targets.
Leadership, management and development of the Product Services and Solutions team:
Lead the Product Services and Solutions team, equipping them to deliver on the objectives and projects. Regularly assess the staff needs based on production services forecast and manage any increase or reduction of staff required in working with the Director, Sponsorship Business Services.
Set performance agreements and manage with ongoing review and feedback including adjustments as required.
Support staff development including continual updating of knowledge and skills with industry best practices and analytical/workflow tools.
For temporary staff providing services to other teams in the GC CS Manila office, provide leadership, guidance and support as needed.
Collaborate with Marketing and Engagement leaders to understand the pipeline of production service requirements, establishing a well-worn path of innovative solutions.
Engage with Support Office product services teams as appropriate to understand existing and future business needs, and to collaborate on the testing of various solutions to incorporate into business case development.
Process and Workflow Management:
Ensure processes and quality criteria are well-documented and are integrated into the end-to-end child sponsorship partnership processes.
Establish mechanisms for process efficiency measurement and reporting, and apply continuous improvement approaches to existing processes to identify and leverage opportunities to further refine based on new learnings and industry best practices.
Develop and manage a project portfolio for ongoing initiatives and requests, engaging with GC Child Sponsorship leaders to review and prioritize the pipeline of production service and solutions requirements.
Establish SOP’s for addressing process breakdowns, with a clear escalation and communication process for GC Child Sponsorship leadership and clients.
Service Operations Excellence:
Develop regular staffing schedules for rich media production services, working with the NO/SO production coordination team to obtain ADP forecast targets and timeframes for content delivery.
Develop and report on production results against standards, regularly contributing analysis on status of content in the quality review pipeline for senior management.
Incorporate periodic reviews of processes and quality criteria to test retention, to instill understanding and challenge best practices.
Develop critical thinking skills and approach to problem solving both for issues and opportunities that arise. Aid in troubleshooting and escalating any issues to the appropriate teams.
Collaborate with key leaders across GC Child Sponsorship to manage creative services project deliverables, resources, priorities and, schedules.
Regularly assess the project needs and manage any increase or reduction of staff required in working with the Director, Sponsorship Business Services.
Participate in internal and external networks as a contributor, learner, and / or collaborator in order to assure strong linkages with interdependent initiatives.
KNOWLEDGE,SKILLS & ABILITIES:
Bachelor’s degree in development, business administration, economics or related field (or equivalent experience).
Minimum 3 years production services operations supporting global customers.
Minimum 5 years operations management experience, developing and leading teams to deliver against established standards.
2-5 years’ experience in project management with proven ability to effectively communicate with external clients.
Excellent analytical, creative, and innovative approach to solving problems. Critical thinking and capability of generating consistently accurate and useful information to inform strategic planning and decisions.
Strong interpersonal skills, ability to work across cultures, demonstrated experience of influence of non-reporting relationships and authority.
Ability to effectively communicate with many different functions, cultures and levels in the organization (orally and in writing.). Fluency in English.
A team player with cross-functional awareness.
Proven ability to prioritize tasks while working in a high pressure and fast-paced environment.
Candidate must be highly proficient in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) & web browsers.
A team player with cross-functional awareness.
A broad understanding of nonprofit operations and commitment to World Vision´s objectives, ethos, core ministries, Mission Statement and Core Values is mandatory.
Experience in working across cultures and within complex organizational structures.
Knowledge and understanding of sponsorship product services within WV’s Support Offices.
Excellent oral and written English language skills.
Ability to work under pressure and manage teams effectively.
Must be highly self-motivated and driven to succeed in a fast-paced working environment.
Strength in building and managing effective work relationships with both local and dispersed colleagues.
Ability to effectively communicate with many different functions, cultures and levels in the organization.
The position requires ability and willingness to travel internationally up to 20% of the time.