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Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here. (https://youtu.be/OZ2kSzAaXK4?si=sDgZ7DZUbMnBddMq)

*What We Offer: *

The Manager, Customer Service Operations role offers growth potential opportunities, professional development, an engaging team environment, the ability to work a remote schedule, and amazing benefits.

What You'll be Doing:

The Service Manager for Wolters Kluwer (WK) Corporate Legal Services (CLS) CT Corporation is a management position responsible for leading a team or working with a Senior Service Manager to lead a larger team of Customer Specialists, in order to provide superior, consultative service to customers (e.g., law firms, corporations). The Service Manager monitors, manages and improves workflow processes and strategic business plans to continuously hone efficiency, customer satisfaction, revenue growth and financial results. The Service Manager also contributes to maintaining and growing revenue streams (e.g., partnering with the Sales team), participates in special projects to meet organizational objectives, and develops positive working relationships with customers in an assigned territory and with internal partners nationwide. Activities of the Service Manager include: developing and monitoring strategic business plans, goals and objectives to effectively guide the team, manage the territory and ensure the continued growth of the business; managing the workflow processes of the team; managing the day-to-day activity of team; monitoring and improving team performance metrics; participating in the maintenance and growth of business; leading a team of professionals; developing a high-performance team to maintain CT’s position as an industry leader; managing departmental expenditures within agreed budgets; participating in organizational activities to meet or exceed company objectives; representing Wolters Kluwer within the industry.

*Key Tasks: *

• Develops and monitors strategic business plans, goals and objectives to effectively guide the team, manage the territory and ensure the continued growth of the business by communicating the organization’s goals, vision and mission to inspire and motivate staff; articulating and demonstrating the value and benefit of CT’s service offerings to the team and to customers; and implementing action plans with staff to lead them to achieve individual and team goals and objectives, including delivering an industry-leading customer experience, retaining existing customers, and growing revenue.

• Manages the workflow processes of the team by overseeing the fulfillment of customer business needs (e.g., understanding jurisdictional requirements, corporate filings, options for forming new business entities, retrieving corporate documents, strategies for effectively searching public records, updating customers on state corporate status information); ensuring proper work and follow-up is performed to deliver fast, reliable service to customers; improving team member order management practices to proactively reduce errors and head-off potential filing and document ordering issues for customers; supervising invoicing processes in order to reduce billing revisions; assuming final accountability for the team’s actions during financial aspects of client orders (e.g., posting charges for transactions, issuing checks for disbursements, following through to collection) to meet annual revenue goals; training, developing, and directing team members to provide excellent, high-level consultative customer support through all corporate service processes; and fostering positive working relationships between team members and other internal departments.

• Manages the day-to-day activity of team by monitoring operations to ensure the workload is evenly distributed throughout the team; effectively delegating a portion of team-based responsibilities to team members; maximizing team member productivity for delivering revenue; ensuring proper coverage of incoming client requests; promoting teamwork; completing regular quality audits to ensure consistency and accuracy across all team members; providing continuous feedback to the team through coaching and one-on-one observations; helping the team to understand and manage organizational changes; and aligning all activities with the organizations goals, vision and missions.

• Monitors and improves team performance metrics by evaluating performance and contributing to the overall financial health of company; reviewing and analyzing metric reports (e.g., data related to speed, quality, reliability, accuracy, customer experience, financial performance) to identify improvement opportunities; gathering and implementing recommendations for process improvements from all sources (e.g., staff, associates, partners, customers) to deliver on organizational goals (e.g., efficiency, employee satisfaction, customer satisfaction, retention of existing customers, revenue growth, financial results); designing and implementing action plans that have a positive effect on the organizations goals, vision and mission; facilitating consistency through the use of best practices and processes across all team members; aligning and coordinating major change initiatives within a common framework; and ensuring all team activities meet or exceed organizational requirements for management, health and safety, legal stipulations, and general duty of care.

• Participates in the maintenance and growth of business by promoting the identification of upsell/cross-sell opportunities by staff for the full array of CLS products and services (e.g., UCC, Corsearch, Business Licenses, international services); communicating opportunities to integrate additional services and electronic offerings into customer organizations to sales counterparts (in order to offer a more complete compliance solution to the customer); participating in sales calls and sales presentations with or without sales team; representing CT in face-to-face interactions with customers as a subject matter expert in areas such as registered agent services, service of process, and corporate legal services; articulating and demonstrating the value and benefit of CT’s service offerings directly to customers; providing comprehensive answers to questions about CT products and services; guiding efforts to retain current CT customers; setting clear expectations regarding the capabilities of CT products and services; promoting increased usage of CT’s products and services within existing client base; and partnering with sales counterparts in the development of new customer accounts.

• Leads a team of professionals by monitoring key performance indicators and team member activity; analyzing data to identify exemplary performance and development opportunities, creating a best-inclass customer experience; documenting and discussing performance through formal and informal means; establishing and reviewing individual performance and development goals and completing performance appraisals; working with HR Business Partner to establish Performance Improvements Plans (PIPs) and proactive hiring plans; working with the staffing team to fill open positions (e.g., providing candidate requirements, conducting interviews); managing personnel changes to team with speed and quality; and facilitating the on-boarding/training of new team members to accelerate learning.

• Develops a high-performance team to maintain CT’s position as an industry leader by motivating and retaining top performers; providing training to resolve issues; developing talent; mentoring and coaching all members of team (e.g., Associate Customer Specialists, Customer Specialists, Senior Customer Specialists, Assistant Service Manager); adapting the team structure to meet business needs (e.g., staffing, allocating resources, delegating); ensuring teamwork; and consistently honing team member skill sets that can be leveraged to achieve current business goals.

• Manages departmental expenditures within agreed budgets by monitoring the financial resources required to support the personnel expenses of the department; responding to questions about budgets and future monetary needs; partnering with the Regional Service Manager for budget approvals; authorizing, tracking and reconciling spending; and justifying and securing unplanned resources.

• Participates in organizational activities to meet or exceed company objectives by applying knowledge and expertise to special projects and initiatives that will help drive profitability and growth (e.g., national projects); participating in strategic discussions with organizational leadership; sharing analytical, quantitative, and conceptual insights to enhance the organization; identifying opportunities to collaborate across groups and/or leverage partnerships; collaborating with peers to develop and advance company-wide initiatives and strategies; participating as a functional member of committees; and serving as a business leader, thought leader, and role model within the organization.

• Represents Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

You're a Great Fit if You Have/Can:

• Bachelor’s degree from an accredited college/university or 9 years of consultative customer service and/or management experience

• Master’s Degree in Business Administration is preferred

• Live within 50 miles of the Chicago, IL office (South LaSalle Street) and can work from the office on Tuesdays and Wednesdays

Minimum: 5 years of consultative customer service and/or management experience, including:

• Coaching, mentoring and/or training team members

• Managing multiple concurrent projects.

• Working independently and in a team environment.

• Collaborating across multiple internal teams (e.g., support teams, sales).

• Demonstrating strong analytical and problem solving skills.

• Demonstrating organization, time management, and multi-tasking skills.

• Demonstrating strong written and verbal communication.

• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred: 7 years of consultative customer service and/or management experience, including:

• Managing or supervising customer service operations.

• Managing or supervising a team (e.g., delegating, motivating, performance appraisal).

• Experience working for a CLS Operations Team.

• Working in the banking, insurance, hospitality, retail or legal industry.

About the Team:

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #Bethedifference

Additional Information:

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave . Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html

Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.