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Team Manager, Customer Service and Support
The team Lead will be responsible for overseeing all aspects of the day to day operations including managing customer service, technical support, resource allocation, work management and employee rewards & recognition. The ideal candidate must have strong mentoring capabilities to motivate, coach and develop staff through active listening, providing feedback and leading by example in terms of decision making, mindful leadership, cross functional teamwork and stakeholder management. He/she should also possess excellent communication skills both written and verbal as well as a positive attitude towards change. Additionally, he/she must demonstrate problem solving and analytical thinking abilities while being able to balance multiple priorities simultaneously.
About The Role
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
Protect yourself from fraudulent job postings click here to know more.
More information about Thomson Reuters can be found on https://thomsonreuters.com.
Team Manager, Customer Service and Support
The team Lead will be responsible for overseeing all aspects of the day to day operations including managing customer service, technical support, resource allocation, work management and employee rewards & recognition. The ideal candidate must have strong mentoring capabilities to motivate, coach and develop staff through active listening, providing feedback and leading by example in terms of decision making, mindful leadership, cross functional teamwork and stakeholder management. He/she should also possess excellent communication skills both written and verbal as well as a positive attitude towards change. Additionally, he/she must demonstrate problem solving and analytical thinking abilities while being able to balance multiple priorities simultaneously.
About The Role
- Manage daily operations including customer service, technical support, resource allocation, work management and employee rewards & recognition
- Develop strategies for improving overall customer experience (CX) through effective project management, information exchange and stakeholder engagement
- Drive innovation within the department by identifying areas of improvement and implementing solutions accordingly
- Ensure timely delivery of projects on time and within budget through careful planning and execution
- Provide guidance and support to employees regarding their roles, expectations and goals
- Coordinate activities across teams, manage resources effectively and ensure quality standards are met at every stage of the process
- Develop and maintain relationships with internal stakeholders such as HR, Finance, Marketing etc., as well as external partners like customers or vendors
- Collaborate closely with other departments to achieve common objectives
- Identify potential risks and issues early on so appropriate measures can be taken to mitigate them
- Bachelor's degree in Business Administration, Communications, IT, Computer Science, or related field preferred
- Minimum 5 years of relevant experience required
- Proven track record of working in a fast paced environment with tight deadlines and high pressure situations
- Strong organizational skills, attention to detail and ability to multitask effectively
- Excellent interpersonal skills with the ability to build trust and rapport quickly
- Exceptional problem solving, critical thinking and analytical abilities
- Ability to think creatively and outside the box when needed
- Solid understanding of project management concepts and methodologies
- Effective communication skills (written and verbal) along with presentation skills
- High level of integrity, reliability and honesty
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
- Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
- Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
Protect yourself from fraudulent job postings click here to know more.
More information about Thomson Reuters can be found on https://thomsonreuters.com.
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