Team Leader/Manager

The Thomson Corporation is a leading global provider of integrated information solutions to business and professional customers.

Thomson provides value-added information, with software tools and applications that help its customers make better decisions, faster. We serve more than 20 million information users in the fields of law, tax, accounting, higher education, reference information, corporate e-learning and assessment, financial services, scientific research and healthcare.

The Corporation's common shares are listed on the New York and Toronto stock exchanges (NYSE: TOC; TSX: TOC).

 

Our employees embrace a number of commonly shared values - collaboration, accountability, customer focus, a bias toward action and results, appreciation and respect for diversity, entrepreneurial spirit and, at all times, the highest ethical standards.  These values represent the behavior each employee is expected to exhibit in their role.  In our view, fostering a culture that embodies these values will lead to success and growth for our employees and our business.

 

The Thomson Corporation is proud to be an Equal Employment Opportunity/Affirmative Action Employer.

Leads and oversees Watch Specialists within an Operations team in pursuit of company goals and objectives.  Responsible for creating and supporting a customer focused, performance driven team environment. Works with team to develop skills and implement shared vision and strategies; measures and communicates results.

 

DUTIES AND RESPONSIBILITIES:

 

1. Hires, develops and coaches team members who are responsible for report production.  Works with individual employees to establish career goals/objectives and professional development based on team/company shared strategies.  Communicates performance expectations and effectiveness through formal performance appraisals and periodic feedback sessions.  Advises team of TCM key business objectives/goals.

 

2.Ensures that TCM?s philosophy on consistently achieving customer satisfaction is upheld.  Creates a team environment that encourages and pursues the highest level of customer service.  Works to create and support a team environment that is conducive to learning and skill building. 

 

  3.Identifies trends/analyzes search data and recognizes training needs. Works closely with team to identify areas of improvement and proactively seeks training and feedback as needed.

 

4.Provides client support, via phone and in writing, concerning TCM Watch products and services.  Directs/answers questions about watch strategy and data as well as resolving issues in a fast-paced customer-oriented environment.  Proactively obtains feedback from clients on a regular basis to improve the level of service and to build client relationships. 

 

  5.Creates efficiencies through strategic planning and collaborates with other Team Leaders to ensure training, quality, and operational consistency are upheld.

 

6.Leads special team or department projects and complex assignments.  Acts as liaison and team advocate with outside depts.  Leads and participates in project teams when necessary.

 

  7.Participates in revenue forecasting and expense budget analysis.  Responsible for team overtime budget.  Prepares periodic reports regarding operations, client feedback, customer service and other team/department activities; communicates results to VP and other appropriate department members.

 

  8.Maintains an active understanding in the intellectual property (IP) industry and grows knowledge of relevant technologies/services/industry events to improve personal skills and to gain a better understanding of client needs.

 

  9.Develops and maintains a positive, supportive relationship with Sales in order to improve client experiences.

 

Requirements:



 

3-5 years managerial experience in a business setting

Bachelor?s degree preferred

 

Apply at www.thomson.compumark.com