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Service Operations Business Analyst/Manager

Employer
Clarivate
Location
George Town, MY
Salary
Competitive Salary
Closing date
May 21, 2021

View more

Job Role
Business Analyst
Sector
Finance
Contract Type
Permanent
Hours
Full Time
Clarivate Analytics is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We deliver critical data, information, workflow solutions, and deep domain expertise to innovators worldwide.

Our solutions cover the entire lifecycle of innovation: scientific and academic research; patent analytics and regulatory standards; pharmaceutical and biotech intelligence; trademark, domain and brand protection. Our portfolio consists of some of the world's most trusted brands, including Web of Science, Derwent, CompuMark, Cortellis, MarkMonitor, and Techstreet.

We employ more than 4,300 colleagues in 43 countries.

Clarivate Analytics is a public company. We are listed on the New York Stock Exchange under the tickers NYSE:CCC; CCC.WS.

At Clarivate, we believe human ingenuity can transform the world and improve our future. That's why we harness our global reach, curate our content, and invest in best-in-class technology and people.

Join the team that is improving the way the world creates, protects, and advances innovation.


Service Operations Business Analyst/Manager, Global Customer Service
  • Join a global organization supporting people creating innovations that change the world
  • Participate in a 9-week training program to set you up for success
  • Accelerate and develop your career in Customer Service

  • We're launching a world-class Global Business Center in Penang, Malaysia and have multiple opportunities available.

    About Us

    At Clarivate, what we do makes a difference. We help the world's top universities, corporations and brands to deliver the next life-changing idea by providing trusted insights and analytics that accelerate the pace of innovation.Our solutions cover the entire lifecycle of innovation: scientific and academic research; patent analytics and regulatory standards; pharmaceutical and biotech intelligence; trademark, domain and brand protection.

    At Clarivate, we believe human ingenuity can transform the world and improve our future. That's why we harness our global reach, curate our content, and invest in best-in-class technology and people.

    About the role

    The Service Operations Business Analyst is an exciting position in the Service organization at Clarivate Analytics. The candidate will work closely with the Head of Service Operations aiding in the continual effort to improve our operational efficiency supporting the Customer Service team. The Customer Service group consists of approximately 160 people globally who support the Science and IP Businesses at Clarivate Analytics. The Service Operations Analyst will be responsible for the development of process, workflows, metrics, voice of the customer surveys and will be an active participant in the continued development of the Service Operations team.

    This role primarily needs to work closely with the Europe team, hence shift is based on EMEA Shift: 3:00 PM to 12:00 PM MYT and 4:00 PM to 1:00 AM MYT during Daylight Savings

    Service Operations Business Analyst will be responsible for identifying and acting on key areas of opportunity to improve process, governance programs and operational efficiency across the service organization. They will be an active member of the Service Operations team reporting to the Head of Service Operations and partnering with the Customer Service Leadership team and local managers.

    Key Skills and Experience

    We are looking for 2 Business Analysts who will be looking into the metrics and improve efficiency, taking a chance and improve the benefit, formulating the right metrics for the Customer Service team, participating in key projects and problem solving exercises to benefit the service team and the customer. He/she needs to possess the following skills and attributes:
  • 5+ years' experience in an operations role, service preferred
  • Minimum Bachelor/equivalent Degree, Masters/Advanced Degree preferred
  • Customer Service workflows, processes, procedures and overall efficiency improvements
  • Customer Service metrics and analytics program
  • Delivery of metrics and analytics to key stakeholders and business partners
  • Customer Service governance and improvement programs (i.e. At Risk, PADU, revenue retention, customer score cards, knowledge base governance, client touch points, internal escalations)
  • Clarivate Bi- Annual Customer Delight survey and management of hot alerts
  • Management and development of Customer Service transactional/pulse survey
  • End to end customer workflow projects focusing on operational efficiency in partnership with key stakeholders
  • Development and enforcement on internal SLA protocols
  • General workforce management and planning (includes knowledge of queue management)
  • Customer Service internal documentation and organization of internal repositories
  • Salesforce liaison to the internal technology team for the management of defects, enhancements and the testing of changes in pre-prod
  • Responsible for the development of Rewards and Recognition program and employee engagement program
  • Involvement creation and launch of a Customer Engagement program, potential creation of client advisory board
  • Review and management of supporting tools and systems
  • Process or project management certification preferred
  • Excellent presentation skills and interpersonal, communication skills
  • Enthusiastic champion of delivering an exceptional customer experience
  • Proven track record of operational excellence through process management/process improvement
  • Experience delivering feedback and developing action plans for improvement
  • Exceptional organization and project management skills
  • Ability to work collaboratively across a matrixed organization with a sense of urgency
  • A natural team player with exceptional problem-solving skills
  • Expertise in/understanding of expectations and cultural nuances to support a global customer service organization
  • Experience in a customer service environment and a deep desire to work on all aspects of customer service programs
  • Excellent written and spoken English
  • Ability to communicate with poise and confidence
  • Relationship builder who can interact with a variety of key stakeholders at varying levels across the organization
  • Proactive participant in identifying new areas for program/process development for the overall Customer Service team
  • Positive attitude and deep customer service orientation
  • Ability to think strategically and embrace change

  • Why Us?

    It's never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang. We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level. As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions. With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it's an exciting time to be joining us.

    How to apply:

    We're a values-driven organization and are looking for individuals who share and want to uphold our values: Aim for greatness, Value every voice and Own your actions.

    If you believe you are a great fit for this position, apply today!

    Please click on the link "Apply" to submit your application.

    It is the policy ofClarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

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