Job Summary
The role will be required to align the strategic vision for IP Search and Analytics with IP Operations and ensure operational delivery of services including:
- Establishing the future state operating model for Search and Analytics
- Leading the Search and Analytics function in US, EMEA, APAC and India
- Managing $14m in budget costs and 275+ headcount
- Driving Clarivates IP Search and Analytics delivery capabilities to surpass customer satisfaction and retention while delivering improved margins and profitability
- Align and influence IP Search and Analytics growth, customer service and product strategy to the wider IP Operations strategy.
A strong leadership experience that will enable and support development of a strong second line of leadership in Clarivate.
Principal Duties and Accountabilities
- Influence and implement operations strategy and policy for IP Search and Analytics with a key focus on agreeing and implementing the IP Search and Analytics plan for the next 3-5 years.
- Maintain relationships with key Clarivate/legacy CPA Global clients,
- Drive improved margins and profitability by creating and enhancing the Operational delivery framework for IP Search and Analytics
Shape, implement and drive performance against KPIs:
- Performance- OPE, Utilisation
- Cost Budget, Gross Margin, Revenue per FTE
- People- Employee Engagement, Attrition
- Client- Turaround Time, Lead times, Quality
- Own and deliver the IP Search and Analytics operations budgets Employee cost, headcount
- Establish and refine a framework for continual improvement with industry leading practices and quality tools
- Accountable for implementing and maintaining best practices around operational governance, risk management and supplier management
- Ensure an effective risk management program is maintained across IP Search and Analytics
- Engage with Product development teams to influence technology and product developments that support operational delivery.
- Work with the technology function to shape and implement solutions to improve operational delivery and customer experience
- Build an effective and cohesive management team across IP Search and Analytics
- Implement an effective succession plan and focus on the recruitment, development and retention of a high performing operations team
Key Skills and Experience
- Overall 20 years+ of experience of which at least 5+ years should be in managing large scale operations and leadership roles across multiple regions/countries
- Experience in working across the IP Lifecycle and direct experience with client interactions
Proven track record of :
- Establishing KPIs across multi region and multi functional teams in Centre of Excellences
- Understanding business strategy and creating a team to support delivery
- Managing large Operations, Finance and IP Teams
- Engaging with customers and driving improvements in experience
- Ability to manage relationships including key clients, 3rd party suppliers and Patent & Trademark offices
- Proven track records in leadership roles with ability to manage teams across different countries and cultures
- Ability to apply business intelligence and translate COO strategy and policy into operations goals and objectives
- Experience in using Lean methodology including TPM.
- Proven track record of managing internal and statutory audits
- Experience in driving cultural change within multi-site environment
- Strong customer focus with demonstrable track record in operations
- Excellent communication skills
Key Performance Indicators
- Performance Budgets, Costs
- Operations SLAs, OPE, Quality
- Client NPS/Client Satisfaction
- People- Employee Engagement, Team Effectiveness.
Leadership Competencies
Strategic Thinking
- Drives Vision & Purpose: Paints a compelling picture of the IP Search and Analytics vision and strategy that motivates others to action.
- Plans & Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals
- Generates fresh perspective and innovative ideas that add value to growth, customer experience and operational delivery.
- Works comfortably in an environment of ambiguity and change.
Commercial
- Exercises sound judgement in balancing commercial, client and operations focused objectives
- Implements solutions to improve operational delivery while protecting profitability
- Able to spot commercial opportunities and can work cross-functionally to implement solutions that maximise value to the business
Client Focus
- Drives team to deliver improvement initiatives for IP Search and Analytics customers
- Can define operations success criteria and apply appropriate measures
People Leadership
- Builds Effective Teams: Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
- Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity
- Directs Work: Provides direction, delegating, and removing obstacles to get work done.
- Ensures Accountability: Holds self and others accountable to meet commitments.
- Drives cultural journey measured through behavourial change.
Results Orientated
- Drives Results: Consistently achieving results, even under tough circumstances.
- Decision Quality: Makes good and timely decisions that keep the organization moving forward.
- Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Resourcefulness: Secures and deploys resources effectively and efficiently.
- Persuades: Uses compelling arguments to gain the support and commitment of others.
