Customer Service Operations Manager

2 weeks ago

White Plains, New York, United States Wolters Kluwer Full time

Company Overview: Wolters Kluwer is a renowned global provider of professional information services. Our clients, including professionals in legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare sectors, depend on our leading information-enabled tools and software solutions to enhance their operational efficiency, achieve client satisfaction, and thrive in an increasingly dynamic environment.

Position Summary: The Customer Service Operations Manager plays a pivotal role in enhancing the CT brand by fostering knowledge, streamlining efficiencies, and leading customer service initiatives. This position involves collaborating with a dedicated team of Managers to formulate strategies and oversee processes related to the fulfillment of all licensing services provided by our Account Services team.

Key Responsibilities:

  • Lead a team of 8-12 professionals specializing in business licensing services and fulfillment.
  • Establish, monitor, and refine all processes and procedures associated with the fulfillment of company filing services.
  • Ensure comprehensive training for team members on internal processes, client-facing systems, and business license filings across federal, state, and local levels.
  • Hold team members accountable to key performance indicators (KPIs), core competencies, and the core values of CT.
  • Maintain the required level of customer service, which includes:
    • Professional communication with internal and external clients via phone and email.
    • Effective handling of objections and complaints.
    • Thorough due diligence in all license-filing services.
    • Adherence to time standards for communication.
    • Identification and action on up-selling opportunities.
  • Proactively manage workload distribution among team members.
  • Identify inefficiencies in daily operations and collaborate with leadership to enhance processes.
  • Coordinate with Sales and Business Development teams on new business opportunities, including educating potential clients and partners.
  • Ensure the team is informed of any legal changes relevant to BL Group services by fostering collaboration with the Research and Compliance department.
  • Oversee personnel matters and manage paid time off (PTO) for the team.
  • Collaborate with Research Managers on special client research projects.
  • Provide regular updates to the Associate Director regarding workload, employee matters, and strategic initiatives.
  • Establish internal auditing protocols to ensure all orders are fulfilled in alignment with CT's mission and values.

Qualifications:

  • Education: Minimum of a Bachelor's degree or equivalent experience.
  • Experience: 3-5 years of leadership experience or 3-5 years of customer service and licensing experience.

Skills and Abilities:

  • Exceptional interpersonal skills for effective communication with partners, government agencies, colleagues, and clients.
  • Ability to exercise considerable tact and discretion when handling sensitive information.
  • Adaptability to a changing regulatory landscape.
  • Capacity to work independently, manage pressure, and prioritize tasks effectively.
  • Excellent organizational and communication skills, both verbal and written.
  • Strong proficiency in using personal computers in a Windows environment, including Microsoft Office Suite and Adobe PDF.
  • Meticulous attention to detail with a high degree of accuracy and consistency.

For more information about our solutions and organization, please visit our website. The above statements are intended to describe the general nature and level of work being performed by individuals in this role and are not intended to be an exhaustive list of all duties and responsibilities.

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