APM - Campaign Operations
Mumbai, Digital
JOB DESCRIPTION
- Be the POC for campaigns, assign campaign build tasks, followup with the team and share creatives back to client for approval
- Flag risks of missing SLAs due to client delays, capacity or knowledge related issues
- Ensure that client KPIs are met
- Cascade any process or client level changes to the Team Leads
- Perform Root Cause Analysis for misses on SLAs and recommend corrective actions
- Work with clients to improve quality of inputs through maintenance of standard input templates and checklists
- Ensure that escalations are reviewed and next actions aligned with all stakeholders.
- Ensure accurate reporting metrics for clients, prepare weekly/monthly decks and share with clients or managers as needed
- Monitor and track deviations to standard processes and proactively flag risks
- Ensure regular connect with team leads and skips with team members to get the pulse
- Join project team calls to ensure our dashboards are properly represented, scope understood
- Ensure data collection mechanisms are established and used for further analysis
- Provide consultation (i.e. suggestion of modification, technical constraints etc) on technical development based on operation knowledge
- Ensure correct use of ticketing tool by the clients and internal teams
- Support in hiring new resources
- Drive improvements to current processes through idea generation and learning from past experience/best practices
- Develop and implement plans to motivate and reward performers
- Engage in performance management review and feedback for team members
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