Manager, Customer Service Operations - Hybrid

Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer's market-leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, and build better judicial and regulatory systems. We help them get it right. Manager, Customer Service Operations 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. Essential Duties And Responsibilities 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 the 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 the 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 the 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. Job Qualifications Education: Minimum Bachelor’s degree, or equivalent. Experience: 3-5 years of leadership experience is required; or 3-5 years of customer service and licensing experience is required. Other Knowledge, Skills, Abilities or Certifications: 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. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube. The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements. Compensation: Target salary range CA, CT, CO, NY, WA:: $114,100-$159,900 #J-18808-Ljbffr