People and Operations Manager, Media Insights

About Agility PR Solutions and MIG

Agility PR Solutions provides media monitoring, outreach, measurement, and professional services to communications teams around the world. Within Agility, the Media Insights Group produces customized media intelligence and analysis reports for enterprise clients, combining data preparation, quantitative and qualitative analysis, writing, visualization, and quality assurance. Our team works collaboratively across Canada and the Philippines to deliver accurate, insightful, and executive-ready reporting at scale.

Role Overview

Reporting to the Media Insights Group's Director, the Operations & People Manager (Philippines) is responsible for the day-to-day leadership, performance, and development of the Philippines-based Media Insights Group team. The PH team currently includes approximately 17 employees and is expected to continue growing alongside MIG's client portfolio.

The Manager directly oversees all PH-based team members, including the PH Team Leads. Team Leads serve as player-coaches, providing day-to-day coordination, technical guidance, QA support, and coaching within assigned pods of approximately four to six analysts. The Manager retains formal people-management accountability for Team Leads and analysts, including performance expectations, development, attendance, employee relations, and role progression.

This role ensures consistent delivery quality, operational stability, training discipline, and team growth across analyst portfolios, while acting as the primary people manager and operational counterpart to Canadian leadership.

This is a people-first, execution-focused leadership role. The Manager is accountable for how work gets done, how the team grows, and how reliably MIG delivers at scale.

Key Responsibilities

1. People Leadership & Team Management

• Serve as the formal people manager for all PH-based MIG team members, including Team Leads and analysts
• Lead, coach, and develop PH Team Leads, strengthening their ability to coordinate work, provide feedback, coach analysts, and lead their pods effectively
• Set clear expectations and conduct regular 1:1s, coaching, feedback, performance reviews, and development conversations to support accountability and growth
• Make day-to-day decisions on work allocation, schedules, portfolio assignments, backup coverage, performance expectations, workflow compliance, and operational priorities
• Escalate material people, client, hiring, compensation, or resourcing decisions to Canadian leadership and HR as appropriate
• Support hiring, onboarding, probation, performance improvement, and role progression for analysts and Team Leads
• Partner with local HR and Canadian leadership on attendance, employee relations, performance improvement, policy compliance, and other sensitive people matters
• Foster engagement, accountability, and professional growth by identifying skill gaps and establishing targeted training and development plans
• Maintain succession and coverage plans for critical roles, processes, and client portfolios

2. Operational Oversight & Delivery Stability

• Own day-to-day execution quality across PH-delivered workstreams
• Manage timelines, scope, and dependencies across concurrent portfolio deliverables, acting as the project owner for cross-workstream initiatives
• Ensure workloads are balanced, deadlines are met, and adequate backup capacity is maintained
• Act as first escalation point for delivery risks, capacity issues, or quality concerns
• Reduce rework and last-minute escalations through proactive oversight
• Maintain clarity around ownership, backups, and handoffs across portfolios

3. Training, QA & Capability Building

• Enforce consistent use of standardized workflows, SOPs, and QA expectations
• Partner with Canadian leadership to execute onboarding and advanced training programs
• Ensure analysts and designated backups are progressing toward clearly defined readiness and independence standards
• Support continuous improvement through coaching, examples, and structured feedback
• Help translate evolving processes into teachable, repeatable practices

4. Performance Metrics, Reporting & Operational Visibility

• Establish and maintain reliable KPIs covering quality, efficiency, capacity, utilization, training progress, and role readiness
• Own weekly and monthly reporting cycles covering team KPIs, capacity, resource utilization, and training/development metrics
• Maintain dashboards that give Canadian leadership timely, real-time visibility into PH operations between reporting cycles
• Use operational data to identify capacity gaps, quality drift, performance concerns, and development needs
• Translate findings into clear actions, ownership, and follow-up rather than reporting metrics without intervention

5. Cross-Team Coordination & Collaboration

• Ensure effective collaboration between PH and Canada — keeping roles, handoffs, priorities, and expectations clear — recognizing that analysts work day-to-day with both PH and Canadian Team Leads and alongside Canadian analysts
• Partner with Canadian leadership as the operational counterpart for the PH team, aligning on process, priorities, and delivery standards
• Ensure feedback loops between PH and Canada are working in both directions
• Act as escalation point when cross-team collaboration breaks down, and resolve issues at the right level
• Support effective coordination across time zones

6. Continuous Improvement & AI-Enabled Workflows

• Support adoption of AI tools and internal systems used by MIG
• Encourage efficient, high-quality use of automation where appropriate
• Provide feedback on what is working, what is breaking, and where friction exists
• Contribute practical insights to process, tooling, and workflow evolution

Required Experience & Skills

Experience

• 5+ years of experience in operations or delivery management, including at least 2 years of formal people-leadership responsibility
• Experience managing analysts or production teams in a services environment
• Experience managing Team Leads, supervisors, or other frontline leaders is strongly preferred
• Proven track record managing multiple concurrent projects or deliverables — including scoping, timeline management, and stakeholder communication
• Comfort operating in structured, KPI-driven environments
• Experience working with global or cross-regional teams is a strong asset
• Experience with workforce planning, workload allocation, capacity management, and backup coverage
• Experience in media intelligence, analytics, market research, reporting, professional services, or another knowledge-services environment is preferred

Skills & Attributes

• Strong people leadership and coaching skills
• Highly organized, reliable, and execution-oriented
• Comfortable managing ambiguity while enforcing standards
• Able to give clear, constructive feedback and hold employees accountable to performance expectations
• Strong written and verbal communication skills
• Calm under pressure; proactive rather than reactive
• Curious and open to using AI tools and process automation
• Project management certification preferred
• Strong proficiency in Excel and comfort working with dashboards, project-management systems, and operational reporting tools
• Able to interpret performance and capacity data and translate findings into management action
• Able to introduce new processes, establish adoption expectations, and reinforce changes until they become consistent team practices

Success Looks Like

Within 6–12 months:

• PH delivery is stable, predictable, and scalable
• Quality issues and rework decrease measurably
• Canadian team members spend less time reviewing and correcting preventable issues
• Analysts show clear progression in skill and independence
• Training and QA processes are consistently followed
• The PH team is resilient to absences, turnover, and demand spikes

Why This Role Matters

As MIG scales and evolves, delivery excellence can no longer depend on informal oversight or director-level intervention. This role creates the management capacity needed to scale quality, efficiency, and people development while allowing senior team members to focus on client strategy, innovation, and higher-value analytical work.