Operations Manager, Creative Services - Workflow

The Company

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 64 cities in 39 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.

The Department

Creative Services, part of Bain’s Global Business Services organization, is a group of expert designers that transforms complex ideas into powerful visual communications. Our team supports internal stakeholders and client teams around the world with high-impact presentation design, storytelling, and data visualization. We collaborate closely with business leaders, content owners, and other designers to deliver work that drives clarity, insight, and engagement.

The Role

As a Operations Manager - Workflow, your role will require you to work closely with client teams and business partners, using your project and workflow management expertise and insights to ensure design requests are scoped, assigned and delivered in accordance with the client’s requirements and expectations.

In this role, you will manage a team of specialists who will act as the first point of contact in Creative Services for client teams and business partners for design requests. You will be responsible for fostering the professional growth of your team, providing feedback and coaching to help them develop their skills and advance their careers. Your leadership and management skills will be critical in building a positive and collaborative team environment that encourages creativity, innovation, and continuous learning.

Responsibilities

• Collaborate with client teams and business partners as thought partner; assess, prioritize and allocate resources for design requests. Ensure expectations are aligned, and that design requirements are met within established deadlines
• Support fast turnaround design solutions for client teams and business partners, according to Bain and client brand standards
• Vendor management to ensure work shared with third party service providers align with Creative Services best practices and performance standards
• Lead systems projects and, where appropriate, pilot with internal and business stakeholders
• Track and report on Creative Services KPIs, SLAs, and utilization; make suggestions for improvements or identify areas of focus and development
• Lead a regional program of continuous improvement and foster best practice sharing by identifying pain points in submission and workflow management.
• Collaborate with regional managers to ensure consistent approach and delivery of workflow management practices. Collect feedback to equip the workflow team with the necessary tools and knowledge to provide a consistent customer experience
• Manage a team of specialists who will act as the first point of contact in Creative Services for client teams and business partners for design requests and be responsible for team performance

Knowledge, Skills and Abilities

• Lead and execute workflow projects, oversee and manage customer expectations, and define project objectives/goals clearly; collaborate as necessary across functional teams and stakeholders
• Deliver and hold team accountable to service level agreements monitor and demonstrate a thorough concern for all the areas involved, no matter how small
• Anticipate, develop, and communicate desired outcomes to team and relevant stakeholders, break high-level goals into actions, and guide team in achieving assigned work through use of team collaboration tools and timely feedback
• Serve as a bridge by leading diverse teams to ensure routine adhearance to workflow process, on-time delivery of projects, and positive cross-teaming with a customer-centric mindset
• Own indiviudal work and lead collaborative projects across a team to deliver high-quality results/process improvements, taking time to mentor junior team members in areas of performance, professional development, and service delivery

Requirements

• Leadership and project management experience
• Expert knowledge using Microsoft Office and a working knowledge of Adobe Creative Suite
• Fluency in written and spoken English
• Excellent communications skills
• Bachelor’s degree or an equivalent combination of education, training and experience