Customer Service Operations Manager, Wolters Kluwer
$114.4-159.9k
2+ days a week in office (White Plains, NY)
AI-powered solutions for professionals
Job no longer available
AI-powered solutions for professionals
1001+ employees
Job no longer available
$114.4-159.9k
2+ days a week in office (White Plains, NY)
1001+ employees
Company mission
To help customers make critical decisions every day by providing expert solutions tha to combine deep domain knowledge with technology.
Role
Who you are
- Minimum Bachelor’s degree, or equivalent
- 3-5 years of leadership experience is required; or
- 3-5 years of customer service and licensing experience is required
- Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients
- Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
- Ability to adapt to changing regulatory environment
- Ability to work independently, handle pressure, multi-task and prioritize work at all times
- Excellent organizational and communication (both verbal and written) skills
- Ability and desire to work in a fast paced environment
- Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
- Excellent attention to detail and high degree of accuracy and consistency
What the job involves
- The Manager, Customer Service Operations works to improve the CT brand by developing knowledge, directing efficiencies, and guiding customer service
- The Manager, Customer Service Operations shall work collaboratively as part of a small team of Managers responsible for establishing strategies and directing processes for the fulfillment of all license filing services by our Account Services team
- Manage a team of 8-12 business licensing service and fulfillment professionals
- Establish, monitor and maintain all processes and procedures related to the fulfillment of company filing services and related tasks
- Ensure all members of team are properly trained on internal processes, internal and client-facing systems, and business license filings at the federal, state and local level
- Hold team members accountable to KPIs, core competencies, and the CT core values
- Ensure team members maintain the level of customer service required by CT, including, but not limited to:
- Professional phone and email demeanor with internal and external clients
- Effective objection and complaint handling
- Proper due diligence with all license-filing services
- Meeting time standards for communication
- Recognizing and acting on up-selling opportunities
- Proactively balance workload for all team members
- Identify inefficiencies of day-to-day work processes and collaborate with leadership team on methods to increase efficiencies
- Coordinate with Sales and Business Development teams on new business opportunities, including partner and client calls to educate potential clients and partners
- Ensure team remains up-to-date on any changes in the law that may be relevant to BL Group services by establishing greater synergy with Research and Compliance department
- Manage PTO and personnel matters for the team
- Coordinate with Research Managers for special client research projects
- Provide regular updates to the Associate Director on general workload, employee issues, and strategic initiatives
- Establish internal auditing procedures to ensure all orders fulfilled according to CT mission statement and company values
- Ability to work out of the White Plains, NY office on occasion
Our take
For over 185 years, Wolters Kluwer has been innovating the way professionals and businesses work. The company has expanded to offer a substantial range of services across the Health, Tax & Accounting, Finance, Compliance, and Legal sectors.
While operating across so many sectors comes with an extensive range of competition, Wolters Kluwer serves customers in over 180 countries, which has been managed, in part, due to its 70+ acquisitions. For example, the company has recently acquired leading artificial intelligence technology company Della AI, which will become part of its legal software unit, to further advance its natural language processing capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Alphen aan den Rijn, Netherlands
Leadership
Nancy McKinstry
(CEO & Chairman of the Executive Board, not founder)Held various roles at the company before being named CEO in 2003. Current Member of the Board of Directors at various companies including Accenture, Abbot, Russel Reynolds Associates, and Columbia Business School.
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