Senior
Director, Cases
The primary function of the Director of Cases role is to lead the REPH Cases teams (Collection, Conversion, Data Management, Content Editing, Legal Editing & Print manufacturing) supporting Global Editorial Operations to build a world class cases team that drives an increase in customer satisfaction and retention.
Accountabilities:
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Lead the Primary Law cases teams across Global Editorial Operations, ensuring SLAs are met and exceeded.
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Set goals, expectations and measurements for performance to ensure Cases teams per region are meeting business requirements.
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Establish and implement strategic and tactical initiatives within the Cases teams, leveraging Generative AI and ACP agentic solutions.
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Manage customer relationships and expectations while working with business unit partners to ensure world class customer experience.
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Manages or advises on hiring, training and development, allocation and performance assessment of personnel within area of responsibility
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Manage escalations from internal and external stakeholders. Effectively articulate operational issues and trends to management and stakeholders.
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Management of process and system developments for the team.
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Review, develop and implement process improvements, departmental goals and objectives. Continual improvement of the cases enhancement team processes and identification of improvements in that will directly impact the product and customer experience. Lead and implement improvements in content systems, tools and technology, including but not limited to automation, RPA.
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Maintain current knowledge of applicable laws, changes and requirements and ensure compliance.
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Pro-active development and delivery of programs to support an innovative service model.
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Manage and coordinate projects driven by the Cases enhancement team ensuring consistency with company strategy, commitments and goals. Collaborate with other dependencies and ensure improvements positively impact all other departments.
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Manage projects to ensure they remain within agreed plan, scope, schedule, cost and quality.
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Prepare and/or assist in preparation of the budgets and monitor related expenditures to ensure compliance with established departmental budget
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Assist in the preparation of periodic operational reports and metrics
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Performs other Duties as assigned
Qualifications:
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Bachelor's Degree holder
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7-10 years leadership experience, strong business acumen and knowledge of editorial.
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Must possess a strong customer focus.
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Proven track record in achieving quality, and passionate about process improvement. Ability to lead teams through change.
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Strong leadership skills with a proven track record building and motivating teams.
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Ability to communicate effectively with all levels of leadership, internal customers, vendors and demonstrated ability to communicate with different cultures across multiple continents.
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Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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