General Manager: Operations and Customer Success

7 days ago


Melbourne, Australia Wolters Kluwer Full time

Purpose of the role

Key areas of responsibility:
Regional Business Plans
- Contribute, as a member of the Executive Group, to the development and achievement of the overarching business strategy and operational plans for the Asia Pacific region to enable the business to achieve the agreed business and financial goals

Strategic Operational Plans
- Design, develop & continually fine tune the strategic operational plan for the organisation across the region to ensure the achievement of set KPIs.

Renewal Performance
- Build, inspire & lead the customer success team to achieve and exceed annual renewal targets.

Functional Interlock & Communication
- Work closely with Product GM’s, marketing and Sales to optimize our operating model to drive superior service to our clients whilst continuing to improve our internal service models.

Anchor Sales Enablement
- Establish a robust set of business activities and processes that help a sales organization run effectively, efficiently and in support of business strategies and objectives. Create a better way to onboard reps, train them, uniform performance management, coaching tools and own the experience

Client services
- Motivate, empower and drive an enhanced customer services and technical support organization. Set clear KPIs and improve our NPS goals as a business.

Team and Organisational Development
- Responsible for the development and continuity of an effective and well-motivated & inspired sales team and accountable for the development of a motivating and challenging climate for all employees, building capability to enable increased performance

**Experience**:

- 5+ years of experience leading an operations or client services or sales function (at head of or General Manager level)
- Exposure to global or multi-national organisation - preferably in the information services or technology industries
- 10+ years of proven experience in managing complex operational environments with local and regional/global teams
- Deep management experience in leading team in diverse business & cultural environments
- Ability to work across region and timezones
- An excellent team player with a highly evolved eQ
- High energy, can-do & lead-from-the-front attitude
- Strong business acumen including budget management and P&L track record
- Strong connection to customer & revenue outcomes
- Excellent written & verbal communications skills
- Relevant tertiary qualifications
- Strong strategic thinking orientation

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise and talents is of the utmost importance.

We are a company that lives and breathes its values: Focus on Customer Success, Make it Better, Aim High & Deliver and Win as a Team. We believe in promoting and developing our people, and provide a suite of benefits to make your life easier both at work and play.

Culture and Benefits

We care for our people and a part of that we offer:

- Flexible Working Arrangement - promoting work life balance
- Learning and Development opportunities
- Access to health and wellness programs
- Insurance Options
- Parental leave benefits that exceed legislative requirements
- The opportunity to work within a global organization with experienced leaders



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