SVP, Client Ops

About the role

The Client Operations Lead is accountable for driving operational excellence that strengthens client relationships, improves responsiveness, and delivers a scalable, high-quality client experience across key accounts. This role leads the operational system that underpins delivery - spanning budget stewardship, controls and governance, tools and workflow discipline, and the practical ways of working that ensure campaigns and programs execute with accuracy and confidence.

Responsibilities

• Client Operations Excellence & Delivery Integrity
• Own the operational integrity for a key client, ensuring our operating model is delivered with accuracy, consistency and confidence across all teams.
• Lead best practice approaches to operational delivery, embedding rigor across workflows, controls, reporting and escalation.
• Act as a senior operational escalation point for complex delivery, governance or execution issues, ensuring swift resolution and minimal client impact.
• Partner with Client Leaders and Finance to support scope development, staffing models, resource governance and labor tracking.
• Scoping, Budget, Financial Operations & Governance
• Establish and maintain robust operational controls and audit-ready processes to ensure compliance, transparency, accountability, and effective risk management across delivery activities.
• Lead the scoping and QBR processes, ensuring accurate scope definition, ongoing tracking, budget oversight, and alignment between delivery commitments, financial performance, and business objectives.
• Partner closely with Finance to drive commercial accuracy, forecasting, budgeting, and financial reporting, enabling informed decision-making and strong governance.
• Tooling Adoption, Change Management & Financial Tracking
• This role plays a critical part in modernizing how the team manages financial tracking and workflow operations - moving from manual, fragmented processes to integrated, accountable systems.
• Financial Tracking Modernization
• Establish a single source of truth for budget pacing, reconciliation and spend accountability across all campaigns.
• Partner with Finance and Client Leaders to automate recurring financial reporting and reduce manual reconciliation burden.
• Workflow Management Tool Adoption
• Identify and resolve workflow gaps and duplication, ensuring tools function as an integrated operational system rather than isolated point solutions.
• Develop and maintain workflow documentation, SOPs and training materials to support sustained tool adoption.
• Change Management
• Design and execute a structured change management approach for all new tool and process rollouts, covering communications, training, adoption tracking and feedback loops.
• Build stakeholder buy-in at all levels, from exec sponsors to day-to-day practitioners, ensuring changes land with clarity and minimal disruption.
• Proactively monitor adoption metrics and address non-compliance or usage gaps with targeted enablement, not just enforcement.
• Champion a culture of continuous improvement - gathering user feedback, iterating on tools and processes, and sharing lessons learned across the team.
• Media Operations Process Redesign
• A core focus of this role is redesigning and optimizing the client's end-to-end media operations model to improve clarity, accountability and delivery performance across the full campaign lifecycle.
• Optimized Operating Model
• Lead and optimize operations for purposes of enhanced client integration, alignment and work product - including campaign lifecycle mapping and workflow standardization.
• Conduct automation assessments leveraging OMC capabilities and resources to identify opportunities to reduce manual lift and accelerate delivery.
• Establish a harmonized set of operating protocols across media channels, ensuring consistent standards for trafficking, quality control and delivery governance.
• SLA Performance & Accountability
• Conduct a deep-dive assessment of performance against the current SLA structure, with particular focus on Core SLA obligations.
• Identify key friction points, bottlenecks and systemic delivery risks - translating findings into actionable process improvements and governance updates.
• Define and implement an ongoing SLA monitoring cadence, including clear escalation paths, resolution timelines and client-facing reporting.
• Process Optimization & Operational Solutions
• Partner with clients and agency teams to design and deliver operational solutions that meet specific client requirements while aligning to Omnicom standards.
• Analyze complex and competing requirements, translating them into practical, scalable operational solutions.
• Resolve conflicting stakeholder input by making clear decisions that prioritize standardization, delivery integrity and client satisfaction.
• Client Operations Community & Capability
• Play a key role in the Client Operations community.
• Steward best practi

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