Vice President, Delivery

The role holder will be responsible for the delivery and customer engagement model for the Protect Group. The role holder will also have “matrix” accountability for Supply Chain and Community Management.

About RWS IP Solutions
 

RWS IP Solutions is the world’s leading provider of intellectual property support services. With over 60 years of experience, our leadership in high quality patent translations, foreign patent filing, IP research and patent renewal services is unrivalled. Combining expert patent translators and advanced technology ensure translations of the highest consistency and quality.

We help streamline clients’ internal processes, providing flexible, cost-effective foreign filing services reducing the administrative burden associated with protecting IP on a global scale. We offer patent renewals and recordals services, as well as the widest range of IP research services on the market. RWS IP Solutions supports its clients throughout the entire IP lifecycle, from concept to commercialisation. RWS clients include many of the world's best known brands, and 18 out of 20 of the world’s largest patent filers.

For further information, please visit: RWS IP Solutions

Key Deliverables

• Implementation of a Global Target Operating Model to scale Protect Delivery Solutions.
• Accountable for Cost of Delivery for the Protect Group to drive margin improvement.
• Managing a Global team to Delivery KPI’s.
• Accountable for customer engagement and satisfaction across all Protect Group customers.
• Drive continuous improvement of all Protect Group Delivery processes.

Key Responsibilities

• Partner with Community Management function to drive a variable cost to serve model and to improve gross margin.
• Partner with Supply Chain to identify cost saving opportunities in the Protect supplier network to improve gross margin.
• Implementation of a global target operating model to enable a reduced cost to serve whilst delivering world-class customer service standards.
• Delivery of Protect Group services to customer success criteria.
• Manages customer feedback to continuously improve service delivery.
• Partner with Operational Excellence function to continuously review and improve Protect Processes.
• Partner with Group Technology function to align technology roadmap into process improvement.
• Manage Customer Onboarding team with a focus on improving speed to revenue.
• Work with Protect Product function to align delivery capability into Protect Value propositions.
• Recognise “localised” delivery requirements and build out local process standards.
• Actively seek feedback from sales and customers to improve the customer experience.
• Partner with Finance to continuously review cost to serve.
• Ensure that IP Research delivery model meets the needs of key territories and industry segments.
• Review and improve IP Research process effectiveness.
• Measure and improve customer satisfaction for IP Research solutions.
• Develop KPI’s and drive performance.
• Foster a culture of continuous improvement.
• Implement employee engagement initiatives to ensure that the Protect Delivery team are engaged and motivated.
• Participate in cross-functional Delivery forums.
• Develop the Protect Delivery Directors and champion development planning across the Protect Delivery team.
• Set stretching objectives for the Protect Delivery function.

Skills & Experience

• A minimum of five (5) years of experience in a senior operational management role.
• Proven track record in driving Continuous Improvement in Operational Excellence
• Proven track record in improving customer satisfaction
• IP industry experience desirable.
• Ability to operate in a matrix organisation.
• Experience in building a scalable operating model across multiple territories.
• Understanding of how to deliver scalable localisation for different customer territories.
• Commercially orientated.
• Exceptional customer service skills.
• Excellent communication skills.
• Proven track record in building and developing teams.
• Ability to prioritize and multi-task in a timely manner in a fast-paced environment.
• A self-starter, working without supervision and able to navigate across internal and external senior stakeholder groups.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

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