Wolters Kluwer VP, Customer Service – TAA North America in Boston, Massachusetts
Wolters Kluwer Tax & Accounting North America is a leading provider of tax, accounting and audit information, software and services to the small-to-large firm and corporate market segments in North America. Wolters Kluwer, a market-leading global information services company, has served tax, accounting and business professionals since 1913.
The digital future has arrived, and the tax and accounting professions are changing rapidly. Professionals today have different needs, expectations and capabilities. In addition to accuracy, they need greater mobility, simplicity and speed. These needs place a premium on access to active intelligence, agile systems and integrated workflow solutions. Our market-leading solutions address these evolving needs.
The leader of Customer Service for North America is responsible for developing, leading, and institutionalizing standardized operational excellence and business transformation processes that improve our overall customer experience and satisfaction. This role will also lead system, process and talent optimization projects through multi-disciplinary teams that accelerate business performance, customer experience and financial results. This role will be directly responsible for the software support strategy and staff for the North American business units.
This role is also responsible for leading and inspiring employees by sharing business strategy in a compelling and motivating manner as well as setting effective goals and objectives, measuring and rewarding high performance. Key requirements also including defining roles, required capabilities, and optimal structure for the leading project teams to perform at or above target levels. It is expected that this role effectively develops our future leaders.
This role can be based in Dallas or can be remote.
Essential Duties and Responsibilities:
Oversee software support strategy and staff for TAA North America based businesses.
Lead cross-functional operations and business transformation projects that deliver savings through system consolidation, talent optimization and process excellence, accelerate business results and improve our overall customer experience.
Develop standard KPI’s and audit methodology to assure best-in-class operations, infrastructure, technology, and customer support functions.
Develop a governance model as well as operational SLAs with all TAA North America BUs, making sure that business requirements are met.
Optimize and manage third party vendor relations across business units.
Implement and manage cross-functional business integrations including M&A operational due diligence as required and requested from the Business units.
Champion and instill operational best practices by implementing standard support methodologies, metrics and processes as well as mentoring and training staff.
Remains current in industry and sector best practices and approaches. Benchmarks with sector competitors and other businesses to identify best practices and innovative alternatives to current practices.
Remains aligned about business developments in all BUs, focusing on product lifecycle and customer journey.
Accountable for selecting and overseeing the work of employees, consultants, contractors, and vendors support continuous process improvements. Ensuring staff is properly trained.
Collaborates with country HR on talent planning and careers of the staff in scope.
Interact and share best practices, tools and specific capabilities with other Wolters Kluwer businesses as well keep current on best practices and trends externally.
Promote and instill a high performing team culture and foster talent and change management initiatives; take calculated risks and expect excellence.
Establish and manage the TAA Europe business unit support budget in order to achieve expense targets.
Lead the implementation of TAA’s move towards SFDC Service Cloud and artificial intelligence. Continue efforts to standardize on tool sets across the BU’s.
BS/BA or equivalent work experience required.
8+ years operations experience including leadership experience managing cross-functional teams.
Experience serving as a change agent optimizing process, system, and talent to improve business results.
Experience working in a highly matrixed, geographically dispersed organization.
Organization transformation experience.
Proven track record of moving Customer Service centers from a multi-channel support experience to an Omni-Channel support strategy.
A proven analytic performer who embraces change and values customer, client, vendor and staff relationships.
Oriented to customer satisfaction and familiar with NPS drivers.
Exhibits passion, resiliency, critical thinking, and strategic orientation.
Ability to make hard decisions around prioritization and create buy-in, takes calculated risks.
Continuous improvement mentality; drives operational excellence, quality, and high performance.
Ability to interact effectively with multiple organizational levels including the c-suite and board.
Flexibility and sound business judgment to manage unexpected changes in business conditions and customer requirements.
Strong leadership ability to positively motivate others.
Proven ability to acquire, develop and retain top talent.
Excellent facilitation skills and ability to influence; drives for collaboration in conjunctions with shared goals & objectives, but not necessarily consensus.
Must be well-organized and able to successfully implement strategies and ability to manage multiple complex initiatives simultaneously and remain focused.
PC, Internet and related technical skills. Advanced English language skills.
- Master’s Degree preferred.
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.
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