Job Description

We are looking for a Manager Service Operations to join IP Recordals in IP Admin team in Noida. This position exists to plan, direct and coordinate process operations to ensure that team performs to its best potential. The main purpose of this role is to provide support and guidance to the staff, manage daily work assignments and ensure quality of deliverable to customers in compliance with agreed SLAs. The position is also responsible to drive continuous improvement, customer delight and building capability within the limits of functional policies and guidelines. The incumbent is expected to fulfil his/her duties within Clarivate Values Framework. Our organizational values are Aim for Greatness, Value every voice, Own our Actions.About You experience, education, skills, and accomplishmentsMinimum Bachelors degree in any stream6-8 years of overall work experience in IP & 1 + year in the current roleP3, P4 & M2 are eligible to apply. Rating should be achieved and aboveProficiency in Microsoft office suite programs, including PowerPoint, Word, Excel, Outlook, Power BI etc.Critical knowledge of IP business and softwarePeople leadership skillsTeam player: Encourage team bonding and ability to work cohesivelyCultural Sensitivity and Flexible to travel, as and when requiredFlexible to embrace transformation and change managementAbility to work in tight deadlines and manage deliverablesIt would be great if you also had the following skillsFluent in communication with internal and external stakeholdersConflict ManagementTime and Priorities ManagementWhat will you be doing in this role?Responsible to handle a team of 10-15 members, including team managers. Should have good understanding of all supervisory responsibilitiesEnsure day to day operations of the team which include work allocation, service delivery, quality control, conducting daily team huddle and absence managementActively formulate operational objectives for the teamMentor and lead the team members to meet customer and operational requirementsMentor the aligned team manager and help them develop a strong understanding of managerial responsibilitiesConducting regular connect meetings with people to build team trust and manage conflictsManage attrition and absenteeism within the thresholdMonitor KPIs of team members and offer timely constructive feedback to team and individuals.Design and review individual development plan for team members and demonstrate track 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 KPIsDrives and contributes to thought leadership efforts, presenting MBRs, representing team at multiple internal and external forums.As part of leadership team, lead the efforts on enhancements in terms of process improvement, new initiatives, automation. implementing solutions to mitigate issues.Responsible for conducting periodic engagement activities within the teams; ensuring glint scores are consistently above the benchmarkOther ResponsibilityEnsure all procedural documents are updated and approved by customerShould be actively participating in at least 1 project/initiative at organization levelGuide team members to identify ways to improve quality of customer serviceEnsure customer feedback register is accurate, current and completeDrive continual improvements via xe2x80x98Lean & xe2x80x98Kaizen initiatives to eliminate process redundanciesDriving Clarivate values and a culture of ownership and accountability to deliver results.Identifying underperformers within the team and initiate Performance Improvement Plan along with HR BP; create plan and roadmap for performance improvement as per company policy.Reviewing targets and performance periodically and provide feedback including mid-year and end of year performance review, along with timely completion of appraisal on workday.Assisting in all the managerial tasks and acting as immediate supervisors backupAbout the TeamWe are the largest Intellectual Property service provider across the Globe. The team consists of 900 people globally and is reporting to the Senior Manager IP Recordals. The team is responsible for the delivery of official procedures for updating or transferring ownership of intellectual property rights. They include changes like assignments, licenses, mergers, or changes in name/address. These records are crucial for maintaining accurate ownership details and legal status. 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 Work5 day working Monday to Friday9 hours of shiftAt Clarivate, we are committed to providing equal employment opportunities for all qualified 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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