What will you be doing in this role? Ensure day to day operations of the team which include work allocation, service delivery, quality control and absence managementActively formulate operational objectives for the teamMentor and lead the team members to meet customer and operational requirementsConducting regular connect meetings with people to build team trust and manage conflictsManage attrition and absenteeism within the threshold limits Monitor production KPIs and timely offer constructive feedback to team and individualsDesign and review individual development plan and demonstrate progressResource management through trainings, cross trainings along with back-up planningEnsure all customer deliverables and service dashboards are reported out as per agreed SLAsReport timely and accurate Global Operations KPIsEnsure all procedural documents are updated and approved by customer Guide team members to identify ways to improve quality of customer service Ensure customer feedback register is accurate, current and completeDrive continual improvements via ‘Lean’ & ‘Kaizen’ initiatives to eliminate process redundanciesFacilitate business take-on - for new customersDriving Clarivate Values and a culture of ownership and accountability to deliver resultsClient engagementRegular engagements with client over calls / emails and keep the channel of communication open at all timesSeeking feedback from the client on service deliveryUnderstanding the issues and guide teams in conducting RCA for assessing the problems.Devising corrective solution with the objective of addressing client requirement in the most effective wayPeople ManagementLeading a team of 40-50 FTEs and set it up in a way that this team delivers on the objectives described above.Setting clear and objective goals for team and drive them towards the achievement in order to engage, retain and develop a committed and cohesive workforceReviewing targets and performance periodically and provide feedback including mid year and end of year performance review and timely completion of appraisal on workdayIdentifying, prioritizing and deploying action items for competency development within the teamChallenging and motivating the team for their growth, ownership and responsibility.Resolving escalated conflicts and grievancesParticipating in the EWS(early warning system) meeting(s) and working on action plan basis "RAG" status along with HRBP and implementing it within stipulated timelinesIdentifying underperformers within the team and initiate PIP along with HRBP, create plan and roadmap for performance improvement as per company policySuccession planning.About the Team We are the largest Intellectual Property Administrative service provider across the Globe. The teams’ core process related responsibilities include tracking deadlines related to the prosecution of patents, trademarks, and copyrights before their respective governing offices, supporting our clients with filing and prosecution, proofreading and paralegal activities. This includes interacting with clients including external vendors - Law firms, Annuity service providers etc. The team works in great collaboration with the Quality Auditors, IP Operations function heads, learning and development team and operates with a continuous improvement mindset thus striving to deliver better every day for our clients.Hours of Work 5 day working Monday to Friday9 hours of shiftAt Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
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