Team Manager, IP Service Operations

This role is expected to contribute to the overall success of the IP Admin Team function by providing leadership to Team members. The incumbent will work closely with the other Team Managers within this function and across Global IP operations. The incumbent will also be responsible for communicating effectively with global stakeholders in IP Organization and Clients.

About you - experience, education, skills and accomplishments

• 5 years of relevant work experience working with clients

• 3 years of experience in IP and/or previous experience working with Trademarks

• 3 years of working experience with quality & statistical tools (Analytical skills)

• 3 years of working experience with MS office

• Bachelor’s degree and/or equivalent working experience

It would be great if you also have . . . 

• Proficient level of English language

What will you be doing in this role?

• Administer the day-to-day operational needs by providing management support, and direction to the assigned team. Demonstrate thorough knowledge of the end-to-end process as well as the processes of other related departments within IP Operations. 

• Own the successful delivery of teams’ assigned activities by ensuring timely completion with high-level of quality, monitoring of process KPIs, effective utilization of capacity, managing training needs for the team and handling complex or escalated client issues. 

• Conduct Key Performance Indicators (KPI) and SLA-based periodic performance reviews to identify gaps and initiate improvement actions. Team reporting around process KPIs for monthly business reviews, lapse reporting, client risk register, project statuses and any other reports required to be maintained for process health measurement. 

• Ensuring all deliverables are timely reported to internal and external stakeholders. Build and maintain strong relationships with stakeholders across the business.   

• People Management including periodic performance discussions with team, coaching and mentoring team members, monitoring progress of the team, managing escalations from the team members, reviewing targets and performance periodically and provide feedback including mid-year and end of year performance reviews, managing performance concerns for team members through coaching. Manage staffing through the appropriate hiring and taking timely corrective and disciplinary actions in collaboration with HR. Creating adequate back-ups to ensure business continuity. 

• Lead improvement activities utilizing your expertise to guide analysis and generate ideas for solutions, to complete activities in a timely manner and with demonstrable benefits. Make recommendations for solutions and efficiency improvements through various initiatives including Quick Wins, projects and automation opportunities (RPA). 

• Preparing teams for internal and external ISO/SOX audits including ensuring awareness, keeping process documents updated, reviewing and mitigating previously reported issues.

About the Team  

The position is for Team Manager, IP Service operations. This team is responsible for Trademark IP Admin support services.

The team consist of IP Admin Analysts, IP Admin Senior Analysts, IP Admin Leads, IP Admin SMEs and Team Managers.

You will be leading a team of ~ 13+ FTEs and professionals, setting it up in a way that this team delivers on the objectives described above.

Internal stakeholders – Senior Manager and Team Managers

External Stakeholders – Customers and Agents

Benefits

• Holidays: 25 days paid leave per annum

• Private Health Insurance

• Paid Lunch

• Yearly Bonus

• Yearly Merit Plan

• My Learning Platform

• Mental Healthcare

• Fit Pass

• Life Insurance

• Accident Insurance

• Company bicycles for rent free of charge

Hours of work

This is a permanent full-time position, with core engagement hours within CET time zone.

This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.

Please note that only shortlisted candidates will be contacted.

#LI-Hybrid