Manager, Customer Service Operations (Hybrid)

The Manager, Customer Service Operations for Wolters Kluwer's Financial & Corporate Compliance (FCC) CT Corporation leads and develops a team of filing specialists to provide managed renewal services and consultative customer service. This role involves managing workflow processes to improve efficiency, customer satisfaction, and financial results, while also fostering relationships with customers and strategic partners. The manager drives customer business needs, optimizes department tools and workflows, and manages team performance and departmental budgets.

Must Have

• Bachelor’s Degree or equivalent
• 3-5 years of consultative customer service and/or management experience
• Experience coaching, mentoring, and training team members
• Ability to manage multiple concurrent projects
• Capable of working independently and in a team environment
• Strong collaboration skills across internal teams
• Demonstrated analytical and problem-solving skills
• Excellent organization, time management, and multi-tasking abilities
• Strong written and verbal communication skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Ability to develop and lead high-performance teams
• Experience managing departmental expenditures within agreed budgets

Good to Have

• Master’s Degree in Business Administration
• 7 years of consultative customer service and/or management experience
• Experience managing or supervising customer service operations
• Experience managing or supervising a team (e.g., delegating, motivating, performance appraisal)
• Experience working for a CLS Operations Team
• Experience in the banking, insurance, hospitality, retail, or legal industry

Perks & Benefits

• Opportunity to make a difference in millions of people's lives
• Contribute to advancing sustainability, health, justice, prosperity, and commerce
• Thrive in a diverse and inclusive culture
• Valued for contributions
• Access to health, safety, and well-being benefits
• Tools, programs, and resources for employee well-being
• Recognized as a Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024

The Business License Managed Services Team Filing Manager (Manager, Customer Service Operations) for Wolters Kluwer's (WK) Financial & Corporate Compliance (FCC) CT Corporation is responsible for managing and developing a team of filing specialists and business partners to provide managed renewal services (e.g., business license filings) and consultative customer service to assigned customers. The manager develops, oversees and evolves workflow processes to continuously improve efficiency, customer satisfaction, revenue growth and financial results. The manager also develops positive working relationships with customers and strategic partners and contributes to the maintenance and growth of the business (e.g., partnering with the Sales team). Activities of the manager include: driving the fulfillment and maintenance of customer business needs; managing the continuous optimization of department tools and workflows; managing the continuous optimization of the Customer Service Operations team; managing a team of professionals; managing departmental expenditures within agreed budgets; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develops a high-performance team to maintain CT’s position as an industry leader
• Leads a team of professionals
• Manages departmental expenditures within agreed budgets
• Participates in organizational activities to meet or exceed company objectives
• Represents Wolters Kluwer within the industry

Job Qualifications

Education

Minimum: Bachelor’s Degree or equivalent

Preferred: Master’s Degree in Business Administration.

Experience

Minimum: 3- 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.

Location & Travel Requirements:

• Hybrid office model (8x a month in the office required) at either NY-White Plains or MO-Clayton locations
• Domestic Travel - Minimal - 1-2 times a year