SVP, Global Operations

Wolters Kluwer Health Division is seeking an SVP Global Operations to lead a strategic area within our business. The successful candidate will provide leadership, strategic direction and drive transformational programs that deliver maximum value, quality and efficiencies across Operations. The incumbent will be responsible for substantially contributing to the productivity and growth of the business through proactive engagement with all key stakeholders and will think strategically while being able to operate tactically to continue to drive growth.

This SVP Global Operations provides clear leadership and vision, defining success criteria for how to seamlessly operate and deliver a global operations capability across our businesses. They will be the single point of accountability for the secure and effective support of cross functional operations across Health (including content, marketing and sales operations and customer service).

This executive must have proven experience managing large teams in a global business unit. Will have led the global operations including content, production, global customer service. Demonstrated success improving employee and customer satisfaction, process and resource improvement, and employing new technologies, tools and tactics.

This role can be located in one of our office locations or may be remote (close proximity to a major airport). Preferred locations: Philadelphia, Boston, Chicago, Tri State (NY, NJ, CT).

Essential Duties and Responsibilities:

• Lead the division operations team through a clear set of financial and operational key performance indicators, that outline the total cost of Global Operations to the company and the value we bring from a cost and quality perspective.

• Lead the transformation of content operations and production.

• Drive the development, implementation and on-going review of systems and processes through the evaluation and benchmarking of service and support operations, both inside and outside the industry.

• Work with the businesses to improve the efficiency and effectiveness of our operational processes ensuring clear effective governance is maintained.

• Proactively build, develop and implement new ways of delivering the highest levels of customer satisfaction. Lead efforts to improve employee engagement and satisfaction.

• Recruit, lead, motivate, develop and manage the performance of direct reports, building a high caliber team with the skills, capabilities and team ethic needed to deliver the required results

• Recognized as pivotal for long-horizon business assessments, integration support, and delivery of targeted technical improvements. Rapid attention to key targets.

• Proven excellent leadership skills, with the ability to influence also in positions of no direct authority and across international teams. Ability to execute a strategy in a situation of organizational transformation, through demonstrable influencing skills.

• Ability to lead large projects by identifying initiatives that move work to partners and off-shore vendors in an effort to improve the customer experience.

• Will have led teams and work with sourcing to run RFP’s where new off-shore vendors are identified and tested to better improve costs and productivity and overall job experience.

The successful candidate should be able to demonstrate the following:

• Global operations technical/digital strategist and technical vision creator. Fluent in leveraging analytics that point to opportunities to improve processes and systems.

• Global mind-set: thinking and acting for both local and global needs. Change leadership: resilience - ability to listen and respond and hold the course.

• Strong collaboration and cross - functional leadership ability & expertise in market analysis, revenue growth, cost reduction, and customer satisfaction.

• Lead the transformation of content operations and production.

• Cross-functional collaborative expert using modelling, ROI analysis and risk assessment techniques.

• Excellent service background – with passion for the customer experience.

• Strong bias for operational detail, but able to maintain the overall strategic perspective.

• Clear track record of delivering commercial success ideally across a matrix managed/multi-product, and multi-channel organization.

• Successful track record of generating innovating ideas and executing, through challenging the status-quo.

• Possess up-to-date technical knowledge of complex ecosystems and have a deep understanding of the threats and opportunities in a digital age.

• Highly articulate and an excellent communicator with stakeholder management and the ability to communicate well with peers and senior executives, locally and in different regions.

• Drive the project management responsibilities across multiple workstreams, to include: creation of new programs, internal trainings, team resources, and enablement motions for the operations organization.

Qualifications:

• 15+ years of experience in Operations including content operations, customer service and vendor management (preferably print) and continuous process improvement.

• Continuous improvement mentality; drives operational excellence, quality, and high performance. Skilled in Lean Six Sigma and working with a team of Black Belts to identify areas of process and performance improvements.

• Proven experience in continuously modernizing functional areas via technology and growing talent capability.

• Global experience managing large teams (minimally North America/APAC).

• Ability to lead direct and indirect/matrix teams as well as have influence across and up/down an organization both internally and externally.

• Experience setting requirements, developing and implementing interfaces with various technologies and back office systems critical for successful operations.

• A proven analytic performer who embraces change and values customer, client, vendor and staff relationships.

Travel: Ability to travel 30-40% of the time

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Target salary range CA, CT, CO, HI, NY, WA: $320,250 - $411,750