Manager, People Operations Manager, Nps Prism

CVs must be submitted in English to be considered for this role

ABOUT US

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 36 countries, and its deep expertise and client roster cross every industry and economic sector.

WHO YOU’LL WORK WITH

About NPS Prism

NPS Prism is a cloud-based B2B SaaS business within Bain’s "New Ventures" arm called NPS Prism. Prism is a customer experience benchmarking service that provides actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS®, and on every step of the customer journey.

With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. Our customers use NPS benchmarks to propel their growth and outpace the competition. Launched in 2019, NPS Prism has rapidly grown to a team of over 100, serving dozens of clients around the world.

This is an exciting opportunity to explore and help shape the future culture and people operations of NPS Prism at Bain. The People Operations Manager will work with the global NPS Prism leadership team to manage day-to-day people and program operations. This role will be integral to the growth and scaling of one of Bain’s largest new ventures.

Key success factors in this role are being practical and action oriented, comfort with a high level of ambiguity, self-directed, and ability to build strong relationships with a range of stakeholders (Prism leadership, Finance, HR, Recruiting, etc.).

WHAT YOU’LL DO

The role will report directly to the Head of Strategy and Talent in Prism. You will also work closely with the Program Manager for all of Bain’s New Ventures ("NPS Prism") and other NPS Prism People Operations around the world.

**Key responsibilities for this role include**:
Talent management and employee experience
- Collaborate with global program managers (Bain’s People Operation Managers) to match core consulting Bain talent with opportunities within NPS Prism (e.g. short-term assignments, 6-12 month rotations, and full-time roles)
- Develop programming and coaching structures to ensure an overall positive experience
- Facilitate placement of any individuals wishing to join NPS Prism permanently after a rotation
- Be a culture carrier and keep a pulse on team morale and motivation to increase retention
- Lead annual readouts on employee satisfaction and sentiment ("Worldwide Employee Survey") and drive solutioning against feedback in partnership with NPS Prism leaders
- Institute monthly ‘pulse checks’ to monitor employee experience; coach leaders whose teams are performing unsatisfactorily and confidentially solicit feedback directly from team members, as needed
- Support organization of team events and offsites, professional and social, etc.; ensure NPS Prism members are appropriately included in core Bain/Engine 2 events
- Work with the Strategy team to define the agenda for and coordinate NPS Prism all-hands meetings; solicit feedback as necessary
- Drive connectedness of members of NPS Prism across offices and functions
- Ensure talent is also plugged in to broader Bain talent, affinity groups, and resources
- Establish potential "buddy" and/or mentor programs
- Maintain global distribution list; contribute to and execute global communications such as local offices pages and updates for newsletter, websites, social networks, etc.
- Partner closely with local HR to ensure country-specific nuances are identified and clearly communicated to relevant Prism employees (e.g., union laws, pay schedules, offer letter parameters, inflation bonuses, etc.)
- Connect with other parts of the Bain business (e.g., ADAPT, FRWD) to understand other BDPs for program management outside of traditional consulting

Career and professional development
- Work with NPS Prism leadership and Engine 2’s Program Manager / People Operations Manager to:

- Refine and help scale review/performance processes and lead pilots of new processes as needed
- Create formal feedback mechanisms beyond the once a year review process
- Evaluate need for some form of a ratings and/or promotion calibration process with HR enablement
- Evaluate and refresh the current review form
- Train leaders on feedback norm