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Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on < Administration Segment Manager - Global and Major Accounts
Location: Tokyo Based
Language: Business level Japanese
Reports to: Regional Head of Customer Administration - Asia
The Customer Administration Segment Manager is responsible for all OMS & CAS staff working within Asia and within the Global and Majors sales segments. The Customer Administration Segment Manager will remotely manage staff in multiple location and will be required to oversee the functions of contract creation, end to end order processing, invoicing, CAS service improvement initiatives, on site problem resolution, TR Global Agreement implementations as well as provide support with complex deals and assisting clients with role out of administrative tools and systems.
Key responsibilities
1. Managing and leading staff in multiple locations throughout Asia driving efficiency and best practice as well as resolving escalated customer issues. 2. Proactively managing internal & external Customer satisfaction. Improve Customer Service via agreed metrics and driving the organization to adopt customer-centric values. 3. Ensuring adherence to process and compliance processes 4. Work closely with sales and account management teams ensuring improvement initiatives are implemented. 5. Ensure performance targets are met including turn around times and meeting SLA's. 6. Resolution of queries and customer issues. 7. Successfully implement global change programs for Customer Administration within the Globals and Majors segments. 8. Improve operating efficiency and drive revenue growth through global systems and processes. Partner with Sales Managers within time zone on all aspects of Customer Administration, participating as a member of the Time Zone Customer Administration Management Team and virtual Global Customer Administration Management Team for Globals and Majors sales segments
Qualifications
Essential
* Business level Japanese speaking * Good understanding of financial markets segments * Sound knowledge of Thomson Reuters products, processes and procedures * Solid people management and leadership skills - including remote people management * Strategic thinker able to develop plans to improve function * Proven experience in a leadership role including team management and mentoring and coaching skills * An ability to influence customers across Asia and an appreciation of differing business cultures * Ability to drive performance and ensure results delivery * Solid relationship management skills * Understanding of the financial markets * Good project management, troubleshooting and problem solving skills with excellent decision making skills * Ability to communicate with colleagues and customers, both written and verbally in the desired languages. Excellent presentation skills
Competencies
* Creating strategic direction * Thinking like a customer * Leveraging business acumen * Driving innovation * Driving for results * Leading Change * Managing across boundaries * Developing talent * Building relationships * Acting with integrity
Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.
Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.
Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.
