Client Ops Lead

Hogarth is the Global Content Production Company. Part of WPP, Hogarth partners with one in every two of the world's top 100 brands including Coca-Cola, Ford, Rolex, Nestlé, Mondelez and Dyson. With a breadth of experience across an extensive range of sectors, Hogarth offers the unrivaled ability to deliver relevant, engaging, and measurable content across all channels and media - both established and emerging. The number of channels at our fingertips; the need for speed; and the drive for mass personalisation, all mean that brands need different solutions. Our global team of over 7,500 craft and technology experts brings together creative, production and innovation to help clients navigate this exciting and ever-changing world of today's content experience.

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities.
Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.
WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.
The Company:

Hogarth is the Global Content Experience Company. Part of WPP, Hogarth partners with one in every two of the world's top 100 brands including Coca-Cola, Ford, Rolex, Nestlé, Mondelez and Dyson. With a breadth of experience across an extensive range of sectors, Hogarth offers the unrivaled ability to deliver relevant, engaging, and measurable content across all channels and media - both established and emerging.

The number of channels at our fingertips; the need for speed; and the drive for mass personalization, all mean that brands need different solutions.

Our global team of over 6,000 craft and technology experts brings together creative, production and innovation to help clients navigate this exciting and ever-changing world of today's content experience.

The Role:

The Client Ops Lead plays an active role in leading and running the agency operations to support his/her team in the execution of world-class marketing communications. As the Client's central point-of-contact, the Client Ops Lead holds overall responsibility for the relationship with the Client and key stakeholders while ensuring Hogarth teams are engaged and motivated to perform.

This position requires the incumbent to have proven experience in a similar capacity with exceptional operations and stakeholder management skills. Possessing strong problem-solving skills and a keen eye for detail are critical factors for success in the role.

The successful candidate will report into the Regional Director at Hogarth Singapore, with a dotted line report into the Managing Director, Greater China.

Key Responsibilities:

Client and Key Stakeholder Management

• Possess a strong understanding of and consistently deliver against all contractual obligations, commercial arrangements, KPIs and SLAs with the Client
• Build strong, trusting relationships with key stakeholders, manage perceptions and expectations
• Conflict resolution
• Operational planning and reviews

The Work

• Possess a solid understanding of production processes and the environment and infrastructure in which production professionals succeed
• Immerse into client's business and proactively look for opportunities to enhance service levels
• Able to interpret insights into a persuasive point of view using agency data relating to planning and tracking deliverables, budgets and resourcing

Resource Management

• Ensure teams are engaged and motivated to perform
• Recruiting and staffing
• Plan and coordinate training/onboarding for incoming and existing teams
• Conduct and manage performance appraisal
• Team and one-on-one management/mentoring
• Ongoing engagement with key bench staff
• Point of escalation for Hogarth internal teams

Finance Management

• Quarterly budget planning, re-forecast, reconciliation and analysis
• Monitor budget utilization across teams and flag issues to Client
• Monitor P&L to ensure a healthy and sustainable account
• Manage resourcing across teams by monitoring utilization and productivity
• Ensure full compliance with all financial procedures and policies
• Manage and maintain a continual focus on cost and revenue
• Contribute to budgeting and forecasting process
• Meet/exceed financial and KPI targets

General Administration

• Security and contract compliance
• Logistics
• Office and systems setup

Requirements:

• Extensive client servicing experience, managing accounts/teams for a multinational creative agency
• Good understanding of Greater China business culture and ways of working; and being able to integrate that with a worldwide MNC culture – such as to drive Hogarth's agenda
• Thus creating the ability to work well with local stakeholders, international stakeholders across markets, and global leadership team
• Able to work with global counterparts in the business (eg. Operations Director, Managing Director, SMEs)
• Strategic thinker who can proactively and consistently provide various scenarios to achieve our ambitions and needs
• Flexible leader who can operate at various levels of leadership – from a higher vantage point to being hands on
• Excellent clients management skills, including direct clients and partner agencies
• Highly organized, meticulous, client-focused and proactive
• A collaborative, empathetic and visionary leader
• Able to lead a team of 30+ people (FTE/FTC) and up to additional freelancers at any given time.
• People person, able to build rapport with clients, colleagues and partner agencies.
• Strong commercial acumen and numeracy skills
• Demonstrable agency management and high-level problem-solving skills, very often under the challenging circumstances
• An excellent networker with exceptional people management skills
• Language skills: Bilingual in Mandarin & English speaking and writing skills are essential
• Tenacious, have a go-getter attitude as one of the key KPIs is a business development
• Resilience and ability to work under pressure
• The ideal candidate is self-motivated, flexible and process-driven but able to deal with rapid change in a fast-paced, deadline-driven environment

Hogarth Values:

Heart & Soul:
We love what we do. We bring energy and enthusiasm to all of our work. Our will to succeed is what makes us different. We push boundaries, we are never satisfied and always want to find a better way. We don't believe in the status quo.

Hands On:
We don't wait around for things to happen. We get it done. We are pragmatic and don't have an ego. We work hard. No shortcuts, no compromises. We do what it takes to get the job done to the highest standards.

Honesty:
We are straightforward. We speak openly and clearly. We give direct messages. It's not always easy, it's sometimes uncomfortable, but it's the right thing to do. We operate with integrity and live up to our promises.

Happy Family:
We like each other and enjoy working together. We look out for our colleagues. We are an eclectic bunch. That's good We want to work with interesting people from many cultures. We demand great things of each other, but even when things are tough, we don't lose perspective. And we never lose our sense of humor.

Hungry:
We are an inquisitive community. We want to create an environment which inspires ourselves and others to be better. It is important to continuously challenge ourselves and our ways of working. We aim to provide staff with the opportunities to develop and learn.

Our Hogarth Values:
Hands on
No egos here. Just a shared drive to roll up our sleeves and make great things happen. Every project--big or small, gets our full energy because we believe in doing things right. Every single time. It's how we deliver real results without cutting corners.

Honesty
We are real and authentic – with each other and in our work. Honest, direct communication builds the trust we need to collaborate, grow, and make meaningful things together. It's not always easy but it's always worth it.

Heart & Soul
We bring heart to everything we make. Passion, pride and relentless drive push us beyond "good enough" ––because we care deeply about our craft, and we're always chasing better. We love what we do, and it shows.

Happy Family
Creating a space where everyone feels valued--even when opinions differ, makes this a supportive and inclusive environment for our people. We embrace our differences, celebrate our wins together, and never lose our sense of humor.

Hungry
Curiosity keeps us hungry. We question, experiment, and always seek out what's next. We never settle, and we never stop learning.

Inclusion and Impact
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
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