Job Description

We are looking for an Senior Manager Operations - IP Admin (PAT) to join our Global IP Admin Team in Noida. This is an amazing opportunity to work for Clarivate\xe2\x80\x99s IP core IP Admin team. The team consists of 800 people globally and is reporting to the Head of Global Operations. We have a great skill set in IP Filing and Prosecution and we would love to speak with you if you hold Experience in Intellectual Property administration (Patents), have a passion towards process optimization, continuous improvement & business transformation.

About You \xe2\x80\x93 experience, education, skills, and accomplishments

• Minimum Bachelor\xe2\x80\x99s degree in any stream
• At least 8-10 years of overall work experience with Mandatory Experience in Intellectual Property administration (Patents)
• Minimum 5+years of experience in leading operational teams, client management, KPI delivery and people management.

It would be great if you also had . . .

• Excellent Understanding of IP industry, related laws and processes
• Expert on Fundamentals of IP
• Dynamic thinking and problem-solving abilities.
• A people\xe2\x80\x99s person with great leadership and mentoring skills.
• An excellent communicator with top-notch presentation.
• Excellent Operational rigor, focus on operational governance and KPI delivery.
• Focus on Customer Delight

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 management
• Actively formulate operational objectives for the team
• Mentor and lead the team members to meet customer and operational requirements
• Conducting regular connect meetings with people to build team trust and manage conflicts
• Manage attrition and absenteeism within the threshold limits
• Monitor production KPIs and timely offer constructive feedback to team and individuals
• Design and review individual development plan and demonstrate progress
• Resource management through trainings, cross trainings along with back-up planning
• Ensure all customer deliverables and service dashboards are reported out as per agreed SLAs
• Report timely and accurate Global Operations KPIs
• Ensure 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 complete
• Drive continual improvements via \xe2\x80\x98Lean\xe2\x80\x99 & \xe2\x80\x98Kaizen\xe2\x80\x99 initiatives to eliminate process redundancies
• Facilitate business take-on - for new customers
• Driving Clarivate Values and a culture of ownership and accountability to deliver results

Client engagement

• Regular engagements with client over calls / emails and keep the channel of communication open at all times
• Seeking feedback from the client on service delivery
• Understanding 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 way

People Management

• Leading 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 workforce
• Reviewing targets and performance periodically and provide feedback including mid year and end of year performance review and timely completion of appraisal on workday
• Identifying, prioritizing and deploying action items for competency development within the team
• Challenging and motivating the team for their growth, ownership and responsibility;
• Resolving escalated conflicts and grievances
• Participating in the EWS(early warning system) meeting(s) and working on action plan basis "RAG" status along with HRBP and implemeting it within stipulated timelines
• Identifying underperformers within the team and intiate PIP along with HRBP, create plan and roadmap for performance improvement as per company policy
• Succession planning.

About the Team

We are the largest Intellectual Property Administrative service provider across the Globe. The teams\xe2\x80\x99 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 Friday
• 9 hours of shift

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.

Clarivate