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Senior Vice President, Global Operations (Remote)

Company: Wolters Kluwer
Location: Washington
Posted on: September 24, 2022

Job Description:

Wolters Kluwer Tax and Accounting Division is seeking an SVP Global Operations to lead a strong area within our forward-thinking business. Must have substantial global experience in a senior management role. The successful candidate will need to provide leadership, strategic direction and drive transformational programs that deliver maximum value, quality and efficiencies across Global Operations. The successful candidate will be responsible for substantially contributing to the productivity and growth of the business through proactive engagement with all key stakeholders. The right executive will think strategically while being able to operate tactically in a fast growing cloud business.This SVP Global Operations position will provide clear leadership and vision, defining success criteria for how to seamlessly operate and deliver a global operations capability across our global and regional businesses. Will be the single point of accountability for the secure and effective support of our content and products across WK TAA worldwide globally.This executive will have managed call and support centers in a software company and must have experience managing large customer service teams in a global business unit. Will have led the transformation of global customer service, improving customer satisfaction, process improvement, and employing new technologies that created new digital offerings for cloud based products and services.This role can be located in one of our office locations or can be remote (close proximity to a major airport).Essential Duties and Responsibilities:

  • Manage the division operations team through a clear set of financial and operational key performance indicators, that outline the total cost of Global Operations to the company and the value we bring from a cost and quality perspective
  • Ensure the processes of acquiring, customizing and distributing assets are as effective and efficient as possible, always ensuring the highest level of service quality
  • Drive the development, implementation and on-going review of systems and processes through the evaluation and benchmarking of service and support operations, both inside and outside the accounting industry
  • Work with the regional businesses to improve the efficiency and effectiveness of our operational processes across physical products, digital channels, and cloud based products ensuring clear effective governance is maintained
  • Proactively build, develop and implement new ways of delivering the highest levels of customer satisfaction. Lead efforts to improve employee engagement and satisfaction
  • Recruit, lead, motivate, develop and manage the performance of direct reports, building a high caliber team with the skills, capabilities and team ethic needed to deliver the required results
  • Recognized as pivotal for long-horizon business assessments, integration support, and delivery of targeted technical improvements. Rapid attention to key targets
  • Proven excellent leadership skills, with the ability to influence also in positions of no direct authority and across international teams. Ability to execute a strategy in a situation of organizational transformation, through demonstrable influencing skills
  • Ability to lead large projects by identifying initiatives that move work to partners and off-shore vendors in an effort to improve the customer experience. Will have led teams and work with sourcing to run RFPs where new off-shore vendors are identified and tested to better improve TAAs costs and productivityThe successful candidate should be able to demonstrate the following:
    • Excellent service background with passion for the customer
    • Excellent stakeholder engagement skills
    • Strong bias for operational detail, but able to maintain the overall strategic perspective
    • Clear track record of delivering commercial success ideally across a matrix managed/multi-product, and multi-channel organization.
    • Entrepreneurship; successful track record of generating innovating ideas and executing, through challenging the status quo
    • Possess up-to-date knowledge of networks in Internet, Mobile and Digital Channels industries and have a deep understanding of the threats and opportunities in a digital age
    • Global operations technical/digital strategist and technical vision creator. Fluent in leveraging analytics that point to opportunities to improve processes and systems
    • Highly articulate and an excellent communicator in English, with strong influencing skills and the ability to communicate well with peers and senior executives, locally and in different regions
    • Global mind-set: thinking and acting for both local and global needs. Change leadership: resilience - ability to listen and respond and hold the course
    • Drive the project management responsibilities across multiple workstreams, to include: creation of new programs, internal trainings, team resources, and enablement motions for the operations organization
    • Well articulate in communication, strong cross - functional leadership ability & expertise in market analysis, revenue growth, cost reduction, and customer satisfaction. Cross-functional expert using modelling, ROI analysis and risk assessment techniquesQualifications:
      • 15+ years of experience in Operations including call center management, vendor management (preferably print) and continuous process improvement
      • Proven experience in continuously modernizing functional areas via technology and talent
      • Global experience or minimally North America/Europe
      • Ability to lead direct and indirect/matrix teams as well as have influence across and up/down an organization both internally and externally
      • Must have proven experience to operate, lead, and complete global projects implementing SAP, Salesforce.com and other supporting back office systems
      • Experience developing and implementing artificial intelligence and machine learning in our support systems and embedded in our products
      • Continuous improvement mentality; drives operational excellence, quality, and high performance. Skilled in Lean Six Sigma and working with a team of Black Belts to identify areas of process and performance improvements.
      • A proven analytic performer who embraces change and values customer, client, vendor and staff relationshipsTravel : Ability to travel 50% of the time with much of that being international travel (Europe most frequent)#LI-RemoteEQUAL 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.

Keywords: Wolters Kluwer, Washington DC , Senior Vice President, Global Operations (Remote), Executive , Washington, DC

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