• Own day-to-day operational support for assigned partner agencies (talent operations, job flow, and client/agency process hygiene) in an organized and efficient manner. Including monthly agency reports (finance, utilization, OT, etc…) + adHoc reports.
• Maintain delivery tracking and reporting (status, risks, dependencies, capacity, throughput) and escalate trends and risks to Delivery Directors early.
• Support Creative & Production Capability administration and financial accuracy, including timesheets compliance, billing inputs/readiness, , and basic cost tracking.
• Coordinate resourcing and allocation with craft leads and Production/Project Managers; support resource tracking based on availability and skill sets.
• Ensure tool and workflow discipline (e.g., Jira hygiene, documentation, templates, and governance of operational trackers).
• Partner with enabling functions (HR, Talent Acquisition, Finance) to coordinate operational requests and unblock standard processes. Support the implementation and tracking of the Learning & development strategy.
• Continuously identify opportunities to optimize processes through technology and automation (including responsible use of AI tools).
• Secure onboarding execution, including kick-off calls, onboarding deck preparation and updates.

Onboarding/Training:

• Detect insights from questions and comments from new joiners to identify complex topics, confusion areas, potential reinforcement subjects.
• Follow up on trial periods in coordination with the delivery teams regarding compliance and performance.

Billing & reporting

• Support and lead billing discrepancies resolution between onshore agency and PGD Finance – Ensure that job codes are in the shared document and that everything related to TT is included.
• Job code creation and maintenance.
• Billing – review the OT process and documentation
• Manage and centralize communications when action is needed by Delivery to update monthly billing reports (TT creation and follow up).
• Identify and push for Roar submission and approvals directly with the population. Escalate with Delivery when identifying issues or unresponsiveness.

Talent movement updates: ​

• Jira HC maintainance coordination with HR: talent movements (title, core skill, correct performance manager, T&E Manager, promos, rotations, bench, exit, staff turn over) and audit with the Delivery team.​
• Put org charts together based on Delivery info ​
• Supervise updates of CVs and Portfolios of the population in a centralized data base​
• Alerts on machines maintenance and obsolesce to Re:sources and Delivery teams​

Internal reporting needs:​

• AI and automation projects tracking ​
• Certifications earned and expiring alerts​
• Mandatory courses ​
• Learning paths trainings​
• Vacation health index report, reminders directly to the population and escalation to Delivery​
• Occupancy health index report, reminders directly to the population and escalation to Delivery​
• Preventive holiday alerts (internal and external to agencies)​

Periodic Reports to Agencies​

• Headcount Updates​
• Full Headcount Reports​
• Talent Acquisition Status​
• Talent Acquisition Updates​
• Current Ramp Downs​
• Upcoming joiners​
• Utilization Report​