Wolters Kluwer
Wolters Kluwer (www.wolterskluwer.com) is a market-leading global information services company. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer’s leading, information-enabled tools and solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer is a market-leading global information services company. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer’s leading, information-enabled tools and solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
CT Corporation (www.ctcorporation.com), a Wolters Kluwer business, is committed to providing intelligent software and the highest quality service standards to support legal professionals in their workflows for corporate compliance and transactions, due diligence, litigation support, e-Discovery, law department management, and trademark management. CT builds its offerings within the framework of an extensive knowledge of our customers’ work processes and the challenges they face. We continue to build on these strengths through close customer relationships and consistent research gleaned from our clients. CT companies provide the best solutions for registered agent, compliance and governance services, law department management, lien management, litigation support and trademark management.
The Senior Service Manager is responsible for managing the 5 -9 person customer service teams, providing consultative customer service, managing the team on customer service for all accounts. The Senior Service Manager position is also responsible for partnering with members of the Sales Force to recognize potential sales opportunities as well as to ensure the maintenance and further penetration of current business relationships. A Senior Service Manager must demonstrate and articulate the value and benefit of CT’s service offerings to the team as well as directly to the customers. Equally important is the ability to articulate, ensure understanding of, and compliance with organizational goals, vision and mission. The Senior Service Manager is responsible for leading the team in the direction of these goals by fostering the development of team members by providing coaching, mentoring, training and development opportunities and implementing action plans that have a positive effect on them.
· Utilize team to their fullest potential, individually and collectively; delegating and controlling in an appropriate and effective manner; drawing team members into plans; keeping them informed; providing direct feedback and promoting teamwork.
· Analyze Team workflows and make recommendations on how to improve them to increase customer satisfaction, retention, revenue growth and financial results. When necessary, challenge existing procedures and processes regarding the delivery of services and service offerings and make recommendations to enhance and improve upon them with the air
· Filing/Drafting of Corporate Documents and Maintaining Company Compliance
· Provide consultative customer service to our customers.
· Development of all customer specialists from new hire through advancement including career planning
· Accountable for all results of the operation, including financial/budgeting, hiring, training, performance management, customer relations and daily operations
· Coordinate with sales to ensure strategy and revenue streams to support operation. Decision making surrounding pricing, account strategy and support through face to face call activity and presentations
· First in line to manage any major service concerns or lapses. Also develop front line providers (CS) to handle routine service concerns
· Setting strategy and vision for territory and reinforcing regularly
· Ambassador for team internally and externally. Conduit for all matters relating to the territory.
· Coordinate activities of service team and assure delivery of service excellence through management of metrics and relationships
· Establish proper culture of success, respect and courtesy and reinforce through team meetings and one on one sessions
· Mentor to Team Leads
· Training of new Team Leads
· Cover in Regional Service Manager absence
· Lead on intra company initiatives/projects
· Typically lead larger teams – 6+ Customer Specialist and Assistant Team Lead
· SME in region on a variety of topics due to experience/network in organization
· Office Management: IT Support, Copier Support, Phone Support, equipment and office supply coordination (as needed)
· Assigned to more challenging territories and locations.
· Acts as consultant to RSM and National Service Director with real time analysis of team operational efficiencies/issues
· Possesses a wide range of job specific knowledge in all aspects of team leader position
· Proven track record of success as TL to warrant recognition as STL
· Consistent performer in providing desired revenue results
· Consistent performer in providing internal financial results
· Can perform at a very high level the TL position with a minimal level of oversight by the RSM
· Develops more team members for growth into more responsible positions
· Consistent ability to have team perform at higher levels of customer satisfaction
· Complete understanding of all the products and services the service team is responsible for servicing
· Team performs consistently in the upper quartile of organizational Top Gun ratings
· Deals with more complex customer issues which can be outside their immediate area of responsibilities
· Resource for reassigning challenging customers for turnaround of Customer Satisfaction
· Provides RSM of sales with support in territory management
· Involvement in piloting new tools/products such in which there are no existing workflows or training materials
· Act an experienced resource directing other TL or managers regarding when to seek Human Resources involvement.
Experience and Skills
· Bachelor’s degree preferred or equivalent experience and skills
Experience:
· 5+ yrs years CT Services Operations experience or equivalent external management experience in a position involving customer interaction, customer care, or customer service.
Other Knowledge, Skills, Abilities or Certifications:
· Strong presentation skills required
· Proven success at supervising developing employees in a service-related environment
· Excellent written and verbal communication skills
· Strong analytical, organizational, time management and problem solving skills
· Ability to lead and motivate a team
· Proven interpersonal and leadership skills
· Prior experience with banking or legal industries a plus
· Able to work in a face-paced, high-energy environment
· Must be a team player and possess the ability to foster and maintain a positive team dynamic
· Demonstrated ability to be self-directed and achieve sustainable results
· Must have the ability to solve problems and understand how decisions impact other areas of the organization
· Must be proficient in Microsoft Office
· Effective multi-tasking capabilities
· Exhibits flexibility to meet the changing needs of the business
Wolters Kluwer has 2010 annual revenues of €3.6 billion ($5 billion/£3.1 billion), employs approximately 19,300 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America. Wolters Kluwer is headquartered in Alphen aan den Rijn, the Netherlands. Its shares are quoted on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
Visit our website, YouTube or follow @Wolters_Kluwer on Twitter for more information about our customers, market positions, brands, and organization
Wolters Kluwer offers a competitive compensation and benefit package including 4-weeks of paid time off (1st year), 12 paid holidays, and a generous profit sharing program
We are an equal opportunity employer and committed to a diverse workforce