Manager, Creative Services

The Company Bain & Company is recognized as one of the top international management consultancy firms. We assist major corporations worldwide with strategy formulation, acquisitions, organizational design and performance improvement. Bain & Company is consistently ranked in the top 10 of best places to work. The Role The Manager, Creative Services will lead a design operation team (typically at least 6 team members) and manage related workflows within approved budget. The Manager is responsible for the team’s service levels (quality, productivity) and professional development. In addition to their leadership role, the Manager, Creative Services is expected to have an allocation of their time dedicated to providing design services to supported offices (typically at least 50% allocation but may vary according to team size). **Key performance indicators will include**: - Net Promoted Score© on services delivered in the region - % utilized capacity and cost management - Creative Services employee WWES scores and attrition rate Key Tasks and Responsibilities Creative Services Delivery - Monitor service levels and NPS© for the team and drive execution of action plans, when required - Chair and lead regular team meetings and provide two-way communication between the team and the Senior Leadership - Set-up and monitor quality control processes to ensure "zero-defect" attitude for team operations - Troubleshoot issues involving Creative Services service and staff, and handle escalations as needed - Continuously improve processes and drive improvement initiatives - Deliver high quality design services on assigned work Resource Planning and Management - Regularly assess workload and run efficiency/productivity improvement initiatives, where necessary - Recommend paid overtime decisions, when needed, in accordance with office policies Team Management - Recommend or decide in recruiting process and hiring decisions - Oversee on-boarding for new hires - Manage execution of training plans for team members, and monitor quality of trainings - Provide on-going timely feedback. Act as coach to team members and manage team performance - Conduct one-on-one meetings with team members on a regular basis, to review skill plans and track progression - Drive annual review process for team members - Initiate knowledge and experience sharing sessions Project work - Contribute to global/regional standards and strategies and advise on layout, design, and technical solutions available to maximize visual impact in all relevant service lines - Liaise with internal stakeholders on high-stake presentation design projects as well as regional/global marketing projects and campaigns, relate specifically to resource and capacity management - Lead and shape the implementation of departmental or regional/global initiatives and strategic programs Qualifications and Skills - University degree or experience in graphics design, marketing, or related field - Minimum of 6 years experience working within a demanding corporate environment, preferably at a professional services or blue chip company - Supervisory experience and workflow management experience - High level proficiency in Microsoft Office - PowerPoint, Excel, Word and Adobe Creative Suite - Portfolio of work in presentation design and/or other examples of work - Expertise in tools and software relevant to the field of specialisation - Excellent communications skills - Exceptional people leader with a track record of delighting direct reports Personal Attributes - Outstanding professional customer service attitude - Effective communicator and skilled customer-centric negotiator, with the ability forge strong working relationships in-person and remotely - Effective decision maker. Resourceful with aptitude for practical and innovative problem solving and processes improvement for the benefit of organization - Strong work ethic, ownership and responsibility for achieving results - Detail oriented, quality first attitude with proactive approach to skill development - High level team organization, prioritization and time management skills - Team oriented with ability to work autonomously - High level management and leadership skills; ability to support, develop, coach and mentor individual contributors and middle management roles, including through a confident and systematic approach to giving and receiving feedback - Fluency in written and spoken English