Head of Copyright Operations

**ICE and its Role in the Music Industry**:
ICE is a purpose-driven organisation, founded by rightsholders, for rightsholders.
We exist to support songwriters, enabling societies and publishers to accurately compensate them when their work is used internationally.
We operate at the exciting intersection of technology, music, and data. Since our 2010 launch, we have paid billions to rightsholders through deep expertise in Copyright, Processing and Licensing.
Our collaboration with stakeholders across the industry delivers best practice, new processes & innovative solutions for better royalty flows.
Strategic investment in technology enables us to process trillions of streams, to deliver the maximum revenue for rightsholders.

**About the Role**:
Reporting to the Director of Copyright Operations, you will lead and motivate the operational delivery team of Copyright Services for ICE. In this highly visible position, you will promote, develop and support a culture of performance management within the Copyright population. You will focus on identifying, supporting and implementing changes to business processes, systems, technology and organisational structures to deliver an ongoing measured improvement in both performance and the customer experience. You will safeguard and augment the efficiency of the departments operations to ensure that ICE has a Copyright team that contributes and supports the company's strategic objectives and long-term ambitions.

**Key Responsibilities**:

- Ensuring that all copyright operations are delivered in a correct, cost effective and timely manner in alignment with Customer contract and quality requirements.
- Participate in the development and implementation of operational strategies, plans, and procedures to achieve departmental and organisational goals.
- Drive continuous improvement in operational efficiency, effectiveness, and scalability by leveraging data-driven insights and best practices.
- Provide strong, dynamic leadership that mentors, develops and guides the Copyright Operations Managers to efficiently deliver day-to-day operations.
- Continually reinforce and encourage exemplary service delivery to all internal and external stakeholders and ensure that all direct and in-direct reports do the same, assuring customer satisfaction and retention.
- Implement people systems that ensure employee engagement, along with fostering a culture of innovation, collaboration, and accountability across the department.
- Develop, implement and maintain effective workforce management and quality assurance programs fostering continuous improvement and exceeding SLA performance.
- Support the creation and development of communication mechanisms for sharing KPIs and strategic initiates within the department and key organisational stakeholders to ensure alignment and transparency.

**Requirements and Qualifications**:

- + 5 years' work experience as a senior operations manager in a dynamic, creative environment, along with leadership experience of multi-discipline teams.
- Knowledge and demonstrable experience in:

- Supporting and implementing operational strategies, translating into achievable and measurable outcomes
- Providing direction and leadership to a Management Team, ensuring objectives, targets and strategic plans are delivered within resource constraints
- Delivering high-quality services through proven customer and stakeholder relationships
- Analysing, developing and implementing metrics and process enhancements that ensure that KPIs are aligned with desired outcomes
- Overseeing the recruitment, selection and development of an organisations succession plan
- Facilitating and leading change management initiatives and monitoring their implementation
- Excellent communication and inter-personal skills including:

- Strong leadership, mentoring, and relationship-building skills with the ability to effectively manage groups and individuals at various levels
- Strong influencing skills, able to develop influence strategies using a variety of techniques to secure and deliver a desired outcome
- Excellent written and oral communication skills with ability to present facts, thoughts, and ideas in a clear, concise, and convincing manner to senior stakeholders and partners
- Developing and motivating people to achieve superior results; passionate about coaching and development
- The ability to operate successfully at a senior management level with an understanding of and empathy for the activities/objectives of ICE's customer base, Copyright Operations and the wider organisation

**What we offer**:

- Diverse, international work environment
- Home Office working opportunities
- Flexible working times, Monday to Friday
- Multiple mental health and physical health initiatives
- Corporate pension scheme
- Training, industry insider events and team socials
- Intensive instruction, long term trainings and workshops within our teams