Job Summary

　　Reporting to the Operations Manager, the role is responsible for leading, recruiting, and developing key team members.

　　The job holder also plays a key role in assisting customers through various applications and tools, as well as resolving and answering queries through all communication methods. This team is an integral part to the business as such works closely with different departments to deliver excellent customer service and internal efficiency

　　Accountabilities

　　Manage and oversee a group of key team members

　　Drive, achieve and exceed key performance indicators

　　Take ownership of Customer issues and work across functions to follow through to resolution

　　Create and develop corrective actions to control issues and develop preventive measures to stop issue from reoccurring

　　Work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly

　　Handle escalated issues of customers through various communication method

　　Manage different mailboxes, queues using different monitoring queues

　　Resource planning which include managing time offs, scheduling of breaks and plotting of of ad hoc tasks

　　Identify and address individual performance timely and regularly

　　Deliver and generate the performance development plans of team members yearly

　　Creation and delivery of Monthly Performance reviews of team members

　　Lead by example, building a “winning team” culture, championing a positive outlook across the department

　　Evaluate resource requirements and identify longer term needs of the group to support business needs

　　Regular daily team discussion with the use of the visual management board

　　Ensure regular communication, encourage team input and involvement and to encourage innovation

　　Identification & development of key team members, ensuring their readiness for next steps

　　Provide reports to Management and business partners on KPI’s and customer specific issues and feedback

　　Develop, communicate and implement change plans

　　Identify areas where changes could be made to continuously improve quality, service levels and processes

　　Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners

　　Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs

　　Key Performance Objectives

　　Deliver Customer Satisfaction goal

　　Deliver / improve the operational results for BU/REPH based on the updated Work orders

　　Manage REPH attrition to save on costs and deliver sustained performance

　　Drive the continuous improvement mindset within REPH/BU to enhance customer and employee outcomes and reduce cost.

　　Focus on delivering major projects across REPH/BU to improve on its programs’ process capability to deliver service levels within and above customer specification.

　　Drive active participation of department and the team towards REPH initiatives

　　Invest time and resources to develop leadership talent through internal/external trainings and exercises.

　　Increase exposure of associates across all levels towards the core of the business to promote better understanding of our contextual functions in REPH.

　　Drive compliance towards the promotion and implementation of the agreed upon Career Progression path.

　　Develop global talent via annual succession and coaching

　　Qualifications:

　　Bachelor’s degree in any field

　　Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization

　　Proven success at managing change

　　Strong organizational, prioritization and delegation skills

　　Proven problem solving and analytical skills

　　Detail oriented and project management skills

　　Must not have any performance or disciplinary issues in the past 12 months

　　RELA 1.0 Graduate is an advantage but not required

　　LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK .

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