Operations Excellence Manager

Job Description

AGENCY FOR THE NEXT GEN

We are all about the next generation. Next generation of consumers. Next generation of platforms. Next generation of content. Next generation of brands.

That’s what gets us up every day. Working with brands to be at the forefront of the next generation. To create relevant and industry-defining work. Whether it’s to better align on the brand’s business challenges, understand the people they need to reach, tell the stories they’ve always wanted to tell or to identify the best direction to get there – when brands work with us, they get a team who knows that if we don’t rethink everything, we change nothing.

Website

https://www.dstnct.co/

What We Do

We may be a creative agency but we are most certainly not in the business of advertising. We are in the business of understanding the human psyche.

We obsess over the psychology of our audience – what people are into, their pain-points and motivations, what makes them tick – we take all of that and we bring you and your brand to wherever people are – physically, virtually and emotionally.

That has allowed us to transcend conventional channels to be able to take care of a full spectrum of services for a holistic audience experience.

• Integrated Marketing
• Products and Platforms
• Social and Content
• Branding
• UI/UX
• Experiential
• Data & Technology

Culture

Working at DSTNCT means joining a group of people who are passionate about doing great work. Work that challenges the status quo. Work that inspires new ways of thinking. Work that makes people’s lives just a tad bit easier.

It’s a code that we live by. A way of life. Don’t believe us? Talk to us and we will show you a preview of our Culture Code to see what we mean.

There are a few things that make us all tick. Being open and taking chances. Taking pride in your work. Doing the right thing. Working as a team. Being resourceful and solving problems.

We’ve always believed that you’re the average of the 5 people you surround yourself with. It’s time to ask yourself: What kind of people do you want to be around with?

Purpose of the Role

We are looking for an experienced and proactive Operational Excellence Manager to join our dynamic digital and creative agency in Singapore. You will play a strategic and hands-on role in optimising end-to-end workflows, ensuring delivery efficiency, and embedding operational best practices across departments—from strategy and client servicing to creative, media, and production.

This is a high-impact role that requires a sharp operational mindset, a flair for creative environments, and a strong command of cross-functional execution. The ideal candidate brings both big-picture thinking and rigorous execution capabilities, with the ability to lead change, redesign processes, and enable a high-performing service organisation.

Responsibilities

Strategy & Execution

• Collaborate with the Operations Director to develop and implement the services operational roadmap aligned with the agency’s business goals
• Lead and support cross-functional transformation projects focused on service delivery, scalability, and efficiency
• Develop and document standard operating procedures (SOPs), playbooks, and best practices across the agency
• Redesign workflows and operating models to enhance agility, responsiveness, and cross-functional collaboration
• Support change management and build capabilities within operational and creative service teams to embed new ways of working

Process Improvement & Workflow Optimisation

• Audit and refine project workflows across Accounts/Creative/Content teams
• Implement Lean, Agile, or hybrid methodologies suited for local campaign environments
• Champion automation and digitisation of repetitive tasks to improve efficiency and reduce manual overhead

Governance & Performance Management

• Design and implement governance frameworks to track key service metrics, compliance, and process adherence
• Coordinate annual budgeting and forecasting exercises in collaboration with finance and department leads
• Monitor labour utilisation and resource allocation to optimise project staffing and profitability
• Establish robust performance management systems and KPIs across all service functions
• Facilitate monthly and quarterly business reviews with key stakeholders, driving accountability and continuous improvement

Tooling, Automation & Digitisation

• Drive adoption and optimisation of productivity and collaboration tools (e.g., Monday.com, Google workspace)
• Lead integration and process alignment of project tracking, asset management, and approval workflows
• Identify and implement automation or AI tools that support reporting, scheduling, and operational insights

Team Enablement & Change Management

• Guide and coach teams through operational changes with empathy, clarity, and a strong focus on adoption
• Conduct operational workshops, capability-building sessions, and onboarding for both full-time staff and freelancers
• Maintain and evolve knowledge bases and training documentation to support consistent execution

Client Servicing & Creative Support

• Partner with Business Directors and Creative Leads to ensure projects are scoped, staffed, and scheduled effectively
• Ensure delivery standards are met for both private and government sector clients, including GeBIZ or pitch-related compliance

Requirements

• Bachelor’s degree in Business, Communications, Media, or Operations
• PMP, Agile, or Lean Six Sigma certification is a strong advantage
• 5–8 years of experience in operations or project management roles within media, digital, or creative agencies
• Experience in leading service transformation projects, SOP design, and performance framework implementation
• Familiarity with Singapore’s agency landscape and experience working with government or public sector campaigns
• Strong analytical, facilitation, and communication skills, with the ability to manage change in creative teams

The Company reserves the right to vary, modify, add or remove any item from the Job Description by giving written notice to you