Senior Manager, Operations

We are looking for a Senior Manager to lead Trademark Renewals teams based in Belgrade and be a part of the extended leadership team supporting Operations for this Service Line. A Senior Manager leads and oversees day to day operations, projects and manages work streams for business.This role is expected to contribute to the overall success of the Trademark Renewals function by providing leadership to Team Managers and Team members. The incumbent will work closely with the other Senior Managers within this function and across Global IP operations. The incumbent will also be responsible to communicate effectively with global stakeholders in IP Organisation, Renewal Agents and PTO’s occasionally.About You – experience, education, skills, and accomplishments  Minimum 8 years of overall work experienceMust have a team leading experience of at least 5 years including managing team leaders for at least 2 years (total 35+ team members)Bachelor’s degree in any disciplineBasic Quality & Statistical tools (Analytical skills)Advanced MS officeChange Management experienceIt would be great if you also had Knowledge and experience of Trademarks would be an added advantagePreferable to have MBA / Operation Management qualificationWhat will you be doing in this role? Leading Trademark Renewals teams along with team managers based in Belgrade and define operational objectives for the teamResponsible for meeting KPIs such as SLA, Lead Time, Utilization, Quality, and efficiency for the group and works with managers to track operational/performance metrics, develop preventive and corrective action plans, facilitating cross-utilization when needed.Guiding managers to prepare project plans and governance on key initiatives and managing key stake holder engagements and communication on regular basis to foster relationship for business success.Anticipating hiring needs and driving recruitment efforts to hire right talent.Driving and contributing to thought leadership efforts, presenting MBR’s, representing team at multiple internal and external forums, and lead the efforts on enhancements in terms of process improvement, new initiatives, automation. Implementing solutions to mitigate issuesResponsible for colleague engagement of the overall group and drives initiatives across the entire group to increase the colleague engagement.People Management including periodic performance discussions with reporting team, mentoring managers in people management tasks, monitoring progress of the group, managing escalations from the team members, and being a channel for the team to escalate issues to leadership/stakeholders:Setting clear and objective goals for team and drive them towards the achievement 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 grievances. Identifying underperformers within the team and initiate PIP along with HRBP, create plan and roadmap for performance improvement as per company policySuccession planningAbout the Team   The position is for Senior Manager service operations. This team is responsible for renewing customer’s portfolio to ensure safety of their IP rights.The team consist of Service Operations IP Analyst, Senior IP Analyst, IP Lead, IP SME and Operation ManagersYou will be leading a team of ~ 55 FTEs including managers and setting it up in a way that this team delivers on the objectives described above.Internal stakeholders – Other teams within renewals businessExternal Stakeholders – Customers and AgentsBenefitsPrivate Health Insurance Paid Lunch Yearly Bonus Yearly Merit Plan My Learning Platform Fit Pass Life InsuranceAccident Insurance Company bicycles for rent free of charge Hours of WorkRegular working hours in CET time zone, with flexibility as per business requirement. This is a permanent full-time role.Only the shortlisted candidates will be contacted.At 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.