Wolters Kluwer Service Manager in Irvine, California

Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners to help manage myriad governance, risk and compliance challenges in dynamic markets and regulatory environments, globally. GRC Solutions serves more than 350,000 customers in more than 150 countries, including 70% of Fortune 500 companies, 92% of the world's top banks, 90% of the Am Law 100 and more than 300,000 small businesses. The division has a global footprint, with workforce in 28 countries. Our clients include corporate legal departments, insurers, small businesses, financial services companies, brand professionals, underwriters, governments and compliance and risk professionals.

Responsibilities:

  • Lead a team of Customer Specialists providing consultative service to our customers including order transactions, lead generation, service of process inquiries and issues, billing inquires and issues, execution of account maintenance and delivery instruction entry

  • Develop and monitor business plans, goals and objectives to effectively guide the team, manage the territory and help ensure the continued growth of the business

  • Monitor, manage and improve workflow processes in these areas and works to continuously hone efficiency, improve employee engagement and deliver the day to day customer experience

  • Partner with the Sales and Account Management team to deliver revenue growth, retention and customer satisfaction

  • Participate in special projects to meet organizational objectives while maintaining strong positive working relationships with customers and with internal partners nationwide

  • Develop and monitor strategic business plans, goals and objectives to effectively guide the team, manage the territory and help ensure the continued growth of the business

  • Manage the workflow process of the team and the day-to-day activity of the team

  • Monitor and improve team performance metrics

  • Drive employee engagement and work to develop the talent of their team

Qualifications:

  • A minimum of five years of consultative customer service and/or management experience; preferably within the banking, insurance, hospitality, retail or legal industry

  • Bachelor's degree from an accredited college/university or equivalent work experience; Master's degree from an accredited college or university preferred

  • Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams

  • Strong analytical, problem solving, multi-tasking, time management and communication skills

  • Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

  • Ability to travel up to 20%

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2017 annual revenues of €4.4billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn

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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled