0421-CH-101 - Team Leader - Engagement Management

Purpose of the Job:

This role requires the management of the Engagement Managers team and a Chennai based supplier team of 2+ admin executives who are responsible for building strong and long-lasting relationships with third-party content providers by successfully promoting the inclusion of third-party content in Elsevier digital solutions and ensuring data re-use rights are formalized contractually and content access is established. The Team leader role requires team management skills and a proactive mindset in managing multiple concurrent activities and dependencies on work by other business units and third parties. The Team leader has business acumen, is organized, results-driven, and understands the strategic importance of the teams’ focus on providing the optimal experience for content providers in the interest of establishing durable partnerships.

Key Result Areas - Main Activities and Responsibilities:

People Management :

• Through leadership, effectively manage the workload of the team; providing guidance and support in the management of work priorities.
• Building the capability of the team to work collaboratively and in support of others is also a prime focus of this role.

• Lead the development of a customer-focused and continuous improvement culture within the Team.
• Facilitation of team effort to deliver and improve the quality of current systems and processes.

• Conduct formal performance appraisals (PDP review) and provide timely feedback for career development.
• Develop, support, and coach team members.
• Provide day-to-day operational support and mentoring to team members, including individual performance monitoring and personal development.
• Manage the professional and behavioral development of the team aligned to the ongoing changing needs and requirements of the business.
• Good understanding of SCO strategy and translating them back to the team in terms of actions and deliverables expected from them.

Project Management :

• Manages large product delivery projects, ensuring time, resource, and quality requirements are met.

• Responsibility for overall team performance across all agreed KPIs.

• Responsible for developing a strategic view of current processes/workflows performed by the team. Such views are to be used to challenge the status quo and drive ’meaningful’ change management/ continuous improvement within teams. Evaluation/analysis/feedback, particularly around workflows, and negotiate the required changes/ developments upwards.

• Assist the team in identifying and solving problems with the production and other internal teams’ collaboration.

• Keep abreast of important changes happening with regards to adjacent workflows and keep the team informed of such changes and opportunities.

• Manages projects to implement the publishing of new datasets and new data products.

• Understand and manage project risks. Use subject matter knowledge to improve understanding of customer’s requests and priorities. Identify and assess process improvement opportunities. Initiate and own projects to deliver process improvements.

Customer Focus and Communication:

• Oversee and ensure a high level of customer service is provided by the team.

• Investigate and address escalations promptly.

• Effective communication within the team, peers, functional managers, and other stakeholders.

• Maintain effective interactions with internal contacts (PRM, Research Products, Heads of business units, support desk managers, production managers, Product Owners) and external contacts (Suppliers and technology vendors)

• Work with the Product teams and PRMs to convert the voice of the customers to meaningful product inputs such as addressing missing content, identifying unreliable publishers, improving user experience, ease publisher interaction during rights & permissions, and content onboarding processes.

• Segmenting content provider databases and maintaining lists of targeted content providers for effective relationship management.

Education, Knowledge, Skills, and Experiences (and any other requirements):

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.

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