SVP, Client Services

Category

BU Lead

Overview

Focus on translating client strategy, managing specific client portfolios, direct team leadership, and ensuring client success and organic growth within their BU.

Client strategy for their accounts, meeting forecast and profitability targets, direct team management (mentoring, performance), client relationship management, project oversight, organic growth within their BU, and support for new business development impacting the BU.

KPIs:

• Business Unit P&L (Revenue, Profitability by Account)
• Client Satisfaction Scores (e.g., NPS, formal feedback)
• Client Retention Rates for the BU's Portfolio
• Organic Growth from Existing Clients within the BU
• Team Member Engagement and Retention within the BU
• Project Delivery Success Rates and Quality Metrics

Job Summary

The Business Unit Lead is responsible for translating the division's strategic vision into actionable plans and successful outcomes for a specific portfolio of clients and brands. This role drives client satisfaction and organic growth within their assigned Business Unit, directly manages and develops the team members within the BU, and ensures the efficient and effective delivery of all client work. They are the senior owner of their client relationships and the day-to-day operational success of their accounts.

Reporting Structure

Division Lead

Strategic Vision & Leadership:

• Contribute to the development of the overall divisional strategy and then translate that strategy into clear, executable plans for their specific Business Unit and client accounts.
• Develop and oversee client strategies for their assigned portfolio, ensuring alignment with client objectives and agency capabilities.
• Serve as a trusted strategic partner and primary point of contact for senior client stakeholders within their BU's accounts.
• Establish trusted partnership with other BU leads within the division, BU leads across OHMC and functional leads

Financial Stewardship & Growth:

• Manage forecast and profitability targets for their specific Business Unit and client accounts, ensuring profitability and adherence to financial targets.
• Accountability for financial performance and metrics (including utilization)
• Operational efficiency
• Responsible for execution of client retention and organic growth strategies for clients within BU

Talent Resourcing

·         Ensure appropriate staffing and resource allocation, in partnership with Division Lead and functional leads, for all client engagements within the BU.

·         Ensure appropriate staffing and resource allocation for all client engagements within the BU, including collaboration with cross-BU leads

Talent & Culture Development:

• Directly lead, mentor, and manage individual team members within the Business Unit, fostering their professional growth and development.
• Actively identify and nurture individual talent within the BU, providing coaching, training, and opportunities for skill enhancement and career progression.
• Champion and embed OHMC, and the divisions, core values and culture within the daily operations and interactions of the BU team.
• Create an inclusive and supportive environment where team members feel valued, heard, and empowered to contribute their best work.
• Foster an environment of positive collaboration within the BU, across the division, OHMC and OH
• Responsible for performance management, goal setting, and career pathing for those within the BU.

Client Satisfaction & Growth:

• Serve as a trusted strategic partner for all clients, and their colleagues, within your BU
• Accountable for achieving high levels of client satisfaction and fostering strong, long-term client relationships.
• Drive organic growth within existing client accounts, identifying and capitalizing on opportunities for expanded services and revenue.
• Oversee the development and presentation of compelling proposals and solutions to clients.
• Contribute to complex new business efforts and lead simple new business efforts (both in appropriate partnership with division lead and growth team).

Operational Excellence & Collaboration:

• Oversee the efficient and high-quality delivery of all client projects and services within the BU.
• Ensure compliance with agency operational standards, processes, and quality controls.
• Act as the primary escalation point for day-to-day client challenges and operational issues within their BU.
• Collaborate closely with other BU Leads and functional department heads to share best practices and ensure integrated service delivery.
• Provide regular updates on BU performance, client health, and team dynamics to the Division Lead

Executive Representation:

·         Contribute to strategic initiatives led by Heads of Publications/Medical Affairs and Commercial Medical Communications and Division Leads

Key Behaviors and Mindset of Business Unit Lead

• Client-Centric: Deeply understands client needs and objectives, consistently striving to exceed expectations and deliver value.
• Empathetic Leader: Connects with team members on a personal level, understands their challenges, and supports their well-being and growth.
• Proactive Problem-Solver: Anticipates issues, takes initiative to resolve challenges, and drives solutions for clients and the team.
• Collaborative & Adaptable: Works effectively with internal and external stakeholders, embracing change and adjusting strategies to achieve goals.
• Results-Oriented: Focused on achieving tangible outcomes for clients and the Business Unit, with a strong sense of accountability.
• Resilient: Maintains a positive attitude and effective performance under pressure, inspiring confidence in their team.
• Innovation Driver: Proactively translates OHMC's innovation vision into tangible initiatives within the Business Unit, actively guiding and equipping teams to research, experiment with, and deploy truly novel solutions, emerging technologies, and disruptive methodologies, compliantly, fostering a culture of continuous exploration within the BU,