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Manager, US Analyst Operations

4 months ago

Meridian, United States OpSec Security Full time

OpSec Security is a well-established and recognized global leader in the provision of physical, digital and online anti-counterfeiting and brand protection solutions. Employing approximately 1,000 colleagues it operates from multiple locations including business hubs in the USA, UK and has other sales and support offices in the EU and the Far East. OpSec is on a very steep growth curve with a big agenda embracing significant marketing opportunities.

Position Summary:

As Manager, US Analyst Operations you will be responsible for managing the US region comprising teams of Brand Protection Analysts. These teams work with the worlds largest and most well-known brands, leveraging OpSec Securitys patented technology to identify instances of online brand abuse and remove infringing content. The Manager, US Analyst Operations has responsibility for the performance and direction of multiple US Brand Protection Analyst teams, including achievement of region, team, customer, and analyst level KPIs.

This position requires being comfortable working in a fast paced environment, with a mindset ever focused on efficiencies, workflow improvements, & innovation to drive positive results for OpSecs clients. The ideal candidate will have strong cross-functional leadership capabilities and create passion & enthusiasm in driving results in others. They will provide strategic and tactical direction to evolve and grow a market-leading suite of brand protection strategies and services. Your work in this capacity is invaluable toward recapturing client profits, protecting brand identity, and stopping brand dilution.

Essential Functions Performed by the Position

  • Attract, retain and motivate talent, including hiring, training, coaching and managing performance of team members in the delivery of excellent client-oriented results
  • Analyze complex, multi-dimensional problems, creating innovative results-oriented solutions
  • Drive strategic operational initiatives impacting broad change & achieving efficiency goals
  • Develop, maintain and improve KPI measures, continuously measuring and benchmarking team capability and success criteria of the region
  • Proactively identify and communicate areas of improvement to leadership to enhance quality of service, productivity and profitability
  • Build strong, collaborative long-term working relationships with both internal and client personnel to achieve results
  • Demonstrate workflow expertise, identify discrepancies, and collaborate with all necessary parties to solve account-related problems
  • Contribute to the delivery of support requirements within the function for new and existing products, tools, processes and strategic initiatives
  • Act as an escalation point for all needs within scope of responsibility, tactfully deescalating conflicts and providing best possible resolutions
  • Strong workflow expertise, identifying discrepancies & opportunities to drive efficiencies, and collaborate with all necessary parties to solve account-related problems
  • Effective team performance management, holding regular team meetings & one-on-one discussions
  • Providing constructive feedback on behavior and performance & resolving any issues
  • Perform other duties as assigned.

Knowledge, Skills and Abilities

  • Self-motivated with the ability to prioritize and meet deadlines
  • Proficient in Microsoft Office; Mid to advanced level Microsoft Excel skills (including pivot tables/charts)
  • Strong team leadership & motivation skills with the ability to drive project & customer priorities through team performance
  • Attention to detail and strong sense of ownership for project and regional outcomes
  • Excellent leadership & team motivation skillset. Ability to lead and drive change through positive motivation factors
  • Highest level of integrity and ability to handle sensitive/confidential information appropriately
  • Inquisitive, learning mindset, and comfortable asking questions
  • Self-motivated, flexible and able to adapt to client and organizational changes
  • Excellent oral and written communication and group presentation skills with the ability to effectively communicate cross-departmentally and with all levels of leadership

Required Education and Experience

  • Excellent English skills, both verbal and written
  • Bachelors degree or equivalent experience
  • Minimum of five (5) years of supervisory experience or equivalent industry experience and leadership training
  • SaaS industry experience preferred
  • Client management experience including use of CRM tool (Salesforce) preferred
  • Familiarity with IP law, grey market issues, and/or internet technologies is a plus
  • Fluency in foreign language(s) is a plus