Performance Delivery Manager, Global Marketing Services

ABOUT UNILEVER:
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, approximately 3.5bn households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.

Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.

Position Summary
Deliver value across all Marketing Hub delivered and connected activities by governing the performance and relationship delivery of GMS Operations in key markets/BUs and operationally safeguarding the “To Be” operational model blueprint. This role will focus on ensuring end to end process delivery and transformation, enabled by key technologies, across this ecosystem to create value through better business outcomes for Marketing.

Key Accountabilities of the role include:

• Be the focal point of operations between Marketing retained activities in countries, Partner activities, and directions of the Product org
• Be the custodian of end to end process operations and delivery for each BU/Country and Product
• Ensure continuous improvement in day-to-day operations as well as process improvements projects delivery
• Ensure Process SLA and Business KPIs delivery and improvement
• Accountable for executing a robust and fully functioning governance model

Position Responsibilities (Expected Work)

• Orchestrating continuous co-ordination between stakeholders for all operations. Help resolve any escalations/ communication-gap through process interventions.
• Drive KPIs and SLA measures defined by Product Owners and evaluate for any additions/ changes with changing business requirements
• Drive operations to ensure processes are aligned to Unilever ways of working and that KPIs (Service levels, cost savings, etc), SLAs (timeliness, accuracy), and Control targets are met.
• Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the MCO and Partner.
• Closely work with Product Owners to ensure process designs are in sync with BU requirements and global designs.
• Ensure alignment & implementation of global process designs by acting as local Product Expertise for One or more Products
• Drive Continuous Improvement and break-through changes in operations along with Product Owners and Continuous Delivery & Analytics teams.
• Drive risk management of new processes being outsourced, put in place mitigation plans and requisite controls.
• Develop robust and effective BCPs.
• Work closely with the Analytics team to get visibility of performance to drive insights into action
• Drive benchmarking and cross-pollination across hubs.
• Represent BU/country requirements in process design, provide feedback on designed processes to Product Owners

Scope
This position will be responsible for Performance Delivery and Transformation execution, supporting select Business Units across a key geographical region (Americas / Europe & Middle East / Asia & Africa) engaging with key senior stakeholders both in countries and within the GBS communities.

Skills & Competencies

• Constantly looks for ways to serve our customers and consumers better
• Passion for high performance
• High standards and accountability for self and others (peers, leaders and external stakeholders)
• Ability to build and manage strong relationships at all levels: flexing their style to adapt to changing situations
• Partner management, governance and collaborative problem solving
• Strong communicator with excellent presentation and influencing skills

Key Experiences & Qualifications:
Must Have

• Business acumen and customer centric mindset
• Demonstrable Agile mindset and capabilities
• Relentless driver of improvement (relevant to service performance & process simplification)
• Holding people accountable (peers, leaders and external stakeholders) and strong personal accountability for delivery

Desirable

• Successful history of Business Partnering within or to a Country/Function.
• Demonstrable capabilities in creating and managing strong senior relationships, including excellent presentation, influencing and communication skills
• Project management experience

Key Interfaces:

• BU and in-country Operations teams
• Global Marketing Services Product Owners
• Our Partners Operational and occasionally Executive leadership
• Local and Global Performance Delivery Team
• Procurement, HR and Finance Business partners (as applicable)