Documentation, Knowledge Management and Adoption

• Own the single source of truth for media excellence documentation, playbooks, guidelines and training materials through the agreed repository.
• Govern version control, publication standards and review cycles so teams can trust that materials are current and accurate.
• Remove outdated, duplicated or conflicting guidance and ensure updates are communicated clearly to relevant teams.
• Track adoption of new and existing standards, capturing agency feedback and turning it into improvement actions rather than simply reporting non-compliance.
• Build a practical rhythm for launch communications, refreshers, process reminders and targeted support for teams with low adherence.

Training, Capability and Community

• Design and oversee structured onboarding, refresher and targeted training programmes that improve adoption and confidence across agencies and disciplines.
• Build role-specific training journeys for priority workflows, making sure training reflects current process documentation and agreed standards.
• Partner with agency operations leads and discipline leads to embed process adherence through capability, not enforcement alone.
• Track training effectiveness through adoption, feedback, process adherence and operational performance indicators.
• Support the development of a media operations community that shares best practice, surfaces issues early and builds stronger operational discipline across agencies.

Financial Hygiene, Billing and Mediaocean Risk Control

• Work closely with Finance, Commercial, Billing, Credit Control, Activation and agency/client teams to ensure financial hygiene is understood, followed and visible.
• Help ensure agencies and client teams are adhering to agreed processes for booking accuracy, reconciliation, billing readiness, query resolution and debt prevention.
• Investigate and diagnosing complex financial and billing issues, either owning the exercises or through the managed teams. Example issues will include recurring billing queries, debt blockers, aged items, missing or late bookings, not-vouched costs and unreconciled media balances.
• Work with relevant teams to understand the root cause of financial hygiene issues, identify whether the problem is process, ownership, data quality, training or system behaviour, and agree actions to stop repeats.
• Maintain visibility of Mediaocean balances and related risk areas, ensuring aged or unexplained balances are escalated early and do not build into material commercial exposure.
• Partner with relevant Mediaocean workstream owners to move Mediaocean improvement activity forward where it supports feature enablement, cleaner process control or reduced balance risk, with minor setup or feature-enablement work routed to the right platform specialists, including Harvey where appropriate.
• Support regular reviews with Finance and agency teams to keep billing and debt queries to a minimum and make sure issues have clear owners, actions and resolution dates.
• Provide clear reporting to the Head of Operational Excellence on financial hygiene themes, risk exposure, recurring issues and improvements needed across agencies and client teams.

Governance, Risk and Issue Management

• Support the UK Media Ops governance model by surfacing issues, identifying patterns and turning risks into clear actions.
• Maintain structured visibility of process feedback, risks, adoption gaps and operational issues across agencies and disciplines.
• Contribute to governance forums with insight, trends, recommendations and clear status updates.
• Identify recurring issues and systemic failures, not just individual problems, and work with senior stakeholders to resolve root causes.
• Support the Head of Operational Excellence with decision logs, risk/dependency tracking, escalation routes and follow-up discipline.

Omni, CLM / Operational Foundations and Platform Alignment

• Support the embedding of CLM, Operational Foundations and Omni-enabled workflows from a media excellence and process adoption perspective.
• Work with relevant system and platform owners, including Omni, Mediaocean and other operational tools, to ensure process guidance, training, controls and reporting are joined up.
• Ensure Omni-supported and non-Omni workflows are documented, owned and governed, so teams have a clear model regardless of platform maturity.
• Identify where existing agency processes need to be simplified, codified or cleaned up before they can be supported effectively through platforms or automation.
• Feed recurring process and data quality issues into the automation and business information agenda where technology can remove friction or reduce risk.

Team Leadership and Stakeholder Management

• Line manage the Media Operational Excellence Manager, setting clear objectives, priorities, delivery expectations and development plans.
• Coach and support the manager to deliver high-quality documentation, training, issue tracking, adoption reporting and governance support.
• Upskill team to ensure they become SMEs in the discipline overtime and own issue diagnosis, data analysis, best practice standards and documentation.
• Build trusted relationships with agency COOs, agency operations leads, Finance, Commercial, Activation, Analytics, EMEA Ops, platform owners and offshore/nearshore teams.
• Lead through influence across teams where there is no direct reporting line, using clarity, credibility and practical problem-solving to move work forward.
• Support the Head of Operational Excellence by driving delivery, preparing clear updates, escalating blockers and helping maintain momentum across the process and governance agenda.

What You Will Bring

• Strong media operations, process excellence, governance or business operations experience, ideally within a complex agency or media environment.
• Proven ability to turn complex operational processes into clear, usable standards, playbooks, training and management information.
• Strong understanding of financial hygiene in a media environment, including booking, billing, reconciliation, debt queries, Mediaocean balances and commercial risk management.
• Ideally has experience in either biddable channels or planning, with a practical understanding of finance hygiene best practice gained through hands-on media delivery.
• Comfortable working in fast-paced environments and able to handle rapid organisational change, ambiguity and shifting priorities without losing delivery discipline.
• Strong data analysis skills, with the ability to interrogate issues, spot patterns, validate assumptions and turn operational data into clear recommendations.
• Experience reducing day-to-day repetitive work and making teams more effective through automation, better tooling or practical use of basic AI.
• Confidence working with Finance, Commercial, agency leadership, Activation, Analytics, Data, Technology and platform teams.
• Strong stakeholder management skills, with the ability to influence teams and drive progress without relying on hierarchy.
• Pragmatic