Manager of Customer Service Operations, Wolters Kluwer

• Minimum: Bachelor’s Degree or equivalent
• Preferred: Master’s Degree in Business Administration
• Minimum: 3- 5 years of consultative customer service and/or management experience, including:
• Coaching, mentoring and/or training team members
• Managing multiple concurrent projects
• Working independently and in a team environment
• Collaborating across multiple internal teams (e.g., support teams, sales)
• Demonstrating strong analytical and problem-solving skills
• Demonstrating organization, time management, and multi-tasking skills
• Demonstrating strong written and verbal communication
• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Desirable

• The Business License Managed Services Team Filing Manager (Manager, Customer Service Operations) for Wolters Kluwer's (WK) Financial & Corporate Compliance (FCC) CT Corporation is responsible for managing and developing a team of filing specialists and business partners to provide managed renewal services (e.g., business license filings) and consultative customer service to assigned customers
• The manager develops, oversees and evolves workflow processes to continuously improve efficiency, customer satisfaction, revenue growth and financial results
• The manager also develops positive working relationships with customers and strategic partners and contributes to the maintenance and growth of the business (e.g., partnering with the Sales team)
• Activities of the manager include: driving the fulfillment and maintenance of customer business needs; managing the continuous optimization of department tools and workflows; managing the continuous optimization of the Customer Service Operations team; managing a team of professionals; managing departmental expenditures within agreed budgets; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry
• Develops a high-performance team to maintain CT’s position as an industry leader
• Leads a team of professionals
• Manages departmental expenditures within agreed budgets
• Participates in organizational activities to meet or exceed company objectives
• Represents Wolters Kluwer within the industry