About ICP
ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.™
With offices in Atlanta, London, Mexico City, Mumbai, and Shanghai, we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes.
Who We Are
At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive.
We're A People First Company
At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan.
Bring the Confidence
Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you!
About the role
As a Hub Lead, you will play a critical role in the operational success and strategic direction of the London team, ensuring seamless collaboration, process optimization, and high-quality performance. The Hub Lead serves as the main point of escalation and the subject matter expert across multiple service areas, contributing to the efficiency, quality, and overall performance and behaviour of the hub. This leadership position is integral in supporting both the operational goals and client objectives by overseeing team performance, improving processes, and driving key strategies for success.
How You Will Make an Impact:
Big Picture Responsibilities:
Act as the central escalation point for team performance and operational issues.
Collaborate with Global Operations Manager and leadership to drive hub-wide and TAB-wide strategies.
Enhance processes, communication, and collaboration between hubs especially with the other Hub Lead in Ops.
Ensure optimal team performance and capacity to meet service-level agreements (SLAs) and deliverables. Develop knowledge gaps and improve team members skillset.
Provide subject matter expertise on platform operations, service areas, and client management.
Key Responsibilities:
Team Management and Performance:
Collaborate with Global Operations Manager (GOM) and Global Content Health (GCM) to identify and develop opportunities or individuals in the London Hub, with a view to enhancing Content Health initiatives in the region.
Serve as the main escalation point for issues concerning team performance, attendance, and behavior.
Oversee the performance, workload, and capacity of hub members, ensuring effective team changes and operational support.
Maintain communication and collaboration between hubs across Content and Operations work streams.
Conduct regular knowledge-sharing sessions to up skill team members and encourage cross-hub learning.
Client and Escalation Management:
Handle urgent client escalations, working closely with the Global Operations Manager (GOM) to cascade vital information.
Ensure smooth client operations by maintaining high standards in service delivery and user support.
Quality Assurance and Process Efficiency:
Work alongside the Global Operations Manager (GOM) to improve key support deliverables (such as QA processes and guidelines). Identify gaps, propose enhancements, and offer solutions derived from experience and knowledge, while also finding facts or information to back up these recommendations.
Streamline workflows by introducing optimization or general/specific process improvements at the heart of the operations and actively enquire about automation where possible.
Focus on improving email reporting, ensuring templates are up-to-date and tracking is proactive and accurate.
Strategic Support:
Support the Global Operations Manager (GOM) in developing and implementing TAB-wide strategies to improve operational efficiency and meet SLAs, with critical thinking when the SLA needs modification, revision or optimization/automation.
Analyse trends from hub performance and reporting, working closely with leadership to develop hub-specific strategies and recommendations.
Identify operational support needs and recommend actions based on observed trends and performance gaps.
Subject Matter Expertise (SME):
Act as the hub’s SME for the TAB platform, operational processes, and service areas.
Collaborate with implementation leads to share platform usage trends, address user behaviour, and support operational strategies.
Oversee internal operations documentation, ensuring guides are updated for both internal and external stakeholders.
What You'll Have:
Key Values:
Collaboration: Ability to foster strong teamwork across different hubs and workstreams.
Accountability: Takes ownership of escalations and ensures resolution with a focus on quality and efficiency.
Continuous Improvement: Commitment to enhancing operational processes, QA guidelines, and team knowledge sharing.
Customer-Centric Approach: Ensures high standards in client communication and escalations, with a focus on improving user support and overall client satisfaction.
Key Skills:
Leadership & Team Management: Proven ability to manage team performance, capacity, and workload, and to provide effective escalations handling.
Strategic Thinking: Experience in developing operational strategies and improving processes through data-driven insights.
Process Optimization: Strong understanding of workflow streamlining, process automation, and efficiency improvements.
Communication & Presentation: Skilled at presenting information clearly and managing communication within and across hubs.
Subject Matter Expertise (SME): In-depth knowledge of platform operations, client service areas, and QA processes.
Data Analysis: Ability to analyse trends from reports and metrics, using insights to inform decision-making and process improvements.
Collaboration & Knowledge Sharing: Adept at working with cross-functional teams and encouraging knowledge exchange between hubs.
KEY ATTRIBUTES:
Authenticity – Being present, honest and sincere goes a long way.
Compassion – Doing the right thing means driving connection within our community and caring for one another.
Focus on Service – Roll up those sleeves and tackle every problem with a can-do attitude. Remember, help will always be offered to those at ICP!
Providing the Right Resources – Always find a way, you are incredibly capable.
Earn Trust – We value consistency, reliability, accountability and constantly striving to be inclusive and diverse.
Take Ownership – It’s important to approach your work with a sense of urgency and responsibility, we recognize that we must meet obligations and focus on positive outcomes.
Partnership – Collaboration, respecting one another and aligning on your roles and responsibilities are a must.
Creative Thinking – Last but not least, the willingness to learn and enjoyment of the problem-solving process are vital for our mission.
Requirements:
3-5 years industry experience in media, digital asset management, librarian sciences or archives preferred but not required
3-5 years' experience using a digital asset management system or other tech system such as a digital library, CMS, PIM, or CRM preferred but not required.
3-5 years' experience of managing large team of differing levels of competency.