Deputy Manager - Journal Operations

Deputy Manager – Journal Operations

The position oversees two key areas:

• Open Access Customer Service Team

  – Handles and responds to queries raised through the

  Sage Open Access Portal (SOAP)

• . In cases where queries need specialist attention, they are triaged and assigned to either the

  OA Operations Team

  or the

  OA Accounts Receivable Team

• Publishing Services Team

  – Manages the

  pay-to-publish workflow

  for Sage journals, including invoice generation, payment processing, and query resolution, ensuring smooth operations and contributing directly to

  revenue generation

  and

  financial compliance

  .

Key Accountabilities

• Ensure that

  Journal Operations inbox tickets

  are handled within defined

  SLAs

  .
• Implement

  quality assurance measures

  by conducting regular quality checks and monitoring customer interactions.
• Ensure timely responses to

  customer opinion surveys

  and address feedback effectively.
• Conduct

  quarterly performance evaluations

  , provide constructive feedback, and drive performance improvement initiatives.
• Support the manager in

  data analysis

  ,

  resource planning

  , and

  workload forecasting

  .
• Assist with

  risk assessment

  and support proactive

  mitigation planning

  .
• Drive a

  continuous improvement culture

  through

  IPOs

  and other related initiatives.
• Demonstrate strong knowledge of relevant

  business applications

  and tools.
• Oversee

  ticket management

  and

  query resolution

  via

  Freshdesk

  , ensuring high customer satisfaction levels.
• Collaborate with

  Journal Operations Specialists

  to streamline workflows and enhance operational efficiency.
• Design and deliver

  training programs

  to enhance team capabilities and ensure skill readiness.
• Maintain accurate

  process documentation

  and keep operational reports up to date.
• Promote and implement

  Sage’s cultural imperatives

  within the team.
• Ensure optimal

  team utilization

  and operational efficiency throughout the year.

Skills, Qualifications & Experience

Functional Skills

• Strong

  customer service orientation

  with a focus on author experience.
• Proven

  strategic awareness

  and ability to translate vision into execution.
• Expertise in

  process improvement

  and driving operational efficiency.
• Strong

  leadership

  and

  people management

  skills to motivate and develop teams.
• Proficiency in

  data analytics

  ,

  MS Excel

  , and other relevant tools.
• Knowledge of

  change management

  methodologies.

Qualifications & Experience

• Graduate or Postgraduate (preferred).

• 6 to 8 years

  of relevant experience in journal operations, customer service, or publishing services.

Sage Management Competencies

Strategic Awareness

Thinks strategically and globally to align with Sage’s vision. Demonstrates the ability to interpret organizational priorities, translate them into actionable plans, and provide operational insights to leadership.

Leading People

Inspires, guides, and develops team members to achieve high performance and consistently build capabilities aligned with business objectives.

Interpersonal Effectiveness

Engages empathetically and communicates effectively while respecting diverse perspectives. Builds strong, collaborative relationships within and outside the team.

Results Orientation

SLAs

Personal Integrity

Sage Code of Conduct

Business Judgment

Applies sound judgment and analytical thinking when interpreting data, solving problems, and making business-critical decisions.

Effective Communication

Communicates clearly, compellingly, and transparently across all stakeholders, ensuring timely and actionable information sharing.

Accelerates Execution

continuous improvement mindset

Collaborative Working

Builds effective partnerships across departments and works seamlessly across functions to achieve business outcomes.