Content Services Supervisor

Content Services Supervisor

Purpose of Job:

Responsible for leading and supervising the team of IMS Content Services PMs and Content Graphic Producers in NBS center and in direct collaboration with relevant key stakeholders, internal and external. Properly guides the PMs and Content Graphic Producers in in-house content production operations and relationships with correspondent stakeholders (internal and external to IMS). Successfully manages the team's capacity and proper allocation. Defines accurate KPIs for each individual and team goals (in alignment with leadership team). Drives towards excellence in IMS by ensuring Global Standards are implemented and business/internal controls are in place in all content production operations through IMS Content Services in-house solutions. Monitors the efficiency of the operations and coordinates execution of Lean / Continuous Improvement initiatives. Ensure Total Service Quality levels to the Stakeholders, adhering to E2E standardization.

A DAY IN THE LIFE …

• Oversees and manages the daily operations of IMS Content Services in-house Content Production team in NBS Lisbon
• Monitor, perform and manage the performance of service level agreements (SLA’s) and indicators of services (KPI's)
• Manage team's operational capacity and business request allocation.
• Supports the Content Services' team in a successful adoption of the Global Content Operational Model with our internal regional and global business units, in line with the lates Brand brand books and guidelines
• Responsible for raising escalation to Line Manager using the right channels
• Ensure compliance with Nestlé' standards and best practices
• Ensure Global and E2E compliance for activities performed by team
• Leads the team in establishing and accomplishing objectives as aligned with the stream priorities. Evaluates team performance and conducts regular appraisals.
• Ensures appropriate controls and audits are in place and carried out as agreed
• Leads monthly governance calls with business partners to share and discuss contetn production KPI results, action items, forecasted volume, and sharing of possible improvement on the service or process.
• Drive action plans to correct deviations in services and ensure process improvement
• Identify and leads the resolution of the issues in team that affects the performance or services provided
• Perform periodic operational reviews with and reports for service IMS Content Services Lead.
• Identifies, contributes and supports in Continuous Improvements programs to evolve and standardization of processes, tech, WoW and best practices for in-house content production solutions
• Key contributor on the implementation and evolution of Content Services plans and objectives, in line with IMS and NBS center strategies
• Key contributor for service expansion with the in-house content production solutions

WHAT MAKES YOU SUCCESSFUL:

Key Skills

• Great understanding of the Content Marketing Ecosystem
• Great knowledge of Content Production chain
• Good knowledge of Branding and Content identity
• Proven background in Content Production
• Solid skills in Project nad Production Management
• Strong business-related soft skills to build and foster great business relationships
• Great interpersonal skills, especially to manage others
• Strong presentation and/or selling skills
• Working with high-volume and fast-paced environments with complex tasks
• Experience in Project Management and Tracking Tools (Cost, Time, Budget, Volumes, Resources)
• Strong Content Marketing and Production mindset
• Business driven to achieve proposed goals & KPIs
• English (advanced level)

Key Software Knowledge

• Microsoft Office

Key Experiences

• At least 7 years’ experience in Content Production and/or Management
• Working in a corporate and multi-cultural setting is a plus
• Previous experience with leading teams with direct reports
• Creative/Media/advertising Agency experience