Manager, Customer Service Operations (Hybrid)
About The Position
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 S ervice 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.
Requirements
- Minimum: Bachelor’s Degree or equivalent
- 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).
Nice To Haves
- Preferred: Master’s Degree in Business Administration
- Preferred: 7 years of consultative customer service and/or management experience, including:
- Managing or supervising customer service operations.
- Managing or supervising a team (e.g., delegating, motivating, performance appraisal).
- Experience working for a CLS Operations Team.
- Working in the banking, insurance, hospitality, retail or legal industry.
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
