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  • New York, NY

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Director, Business Engagement

Wolters Kluwer • New York, NY

Posted 9 days ago

Job Snapshot

Degree - 4 Year Degree
Consulting, Computer Software, Printing - Publishing


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Job Description

Wolters Kluwer ('WK') is a leading global provider of software, information and services. Our customers are legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare professionals. WK has annual revenues of around $5 billion and over 19,000 employees in more than 40 countries across North America, Europe, Asia Pacific, and Latin America. At WK, we excel at combining superior information with the latest innovative technologies for use in the professional context our customers operate in.

The GBS BizOps & Strategy Group is at the heart of the transformation of Global Business Services (GBS) and the broader central functions within Wolters Kluwer. The group provides thought leadership to identify, assess, implement and manage different aspects of a rich pipeline of operational improvements across Wolters Kluwer. The team helps manage the change agenda prioritizing opportunities, analysing options, engaging with vendors and coordinating with the technology, finance and strategic sourcing groups to execute the different initiatives. GBS BizOps & Strategy becomes engaged in all aspects of these initiatives: from opportunity identification and creative brainstorming on options, to business case development, program/project management, oversight, monitoring and communications.

An integral component to driving global change and transformation is a relentless focus on engagement and alignment with the business units and internal customer experience, making this role key to the group’s, GBS’ and Wolters Kluwers’ success.

The role would focus on leading 4 key areas for GBS:

1.Internal and External Communications
-Overseeing and developing communications for GBS initiatives and the global transformation of shared services
-Partnering with HR to develop internal communications that support and promote employee engagement and alignment with GBS’ strategic priorities
-Executive communications
-Developing and publishing a GBS Quarterly/ Annual report / Benefit statement to highlight financial and non-financial benefits that have been realized by the organization as a result of GBS initiatives and programs
-Launching and maintaining a periodic GBS newsletter

2.Change Management
-Initiative & transformation planning/ support to ensure successful adoption of GBS programs and initiatives across Wolters Kluwer
-Programatizing change management practices by creating an effective, consistent, and repeatable approach that centers around the customer experience

3.Customer Engagement
-Expanding and enhancing GBS Web Presence
-Customer support mechanisms
-Building and maintaining a GBS Service Catalog

4.Customer Sat. Mgmt.
-Developing feedback mechanisms
-Creating and conducting an annual NPS based Customer Satisfaction survey
-Developing and managing a Customer Satisfaction improvement program

Job Requirements

•Bachelor’s degree in communications, business management, marketing, or a related discipline (or equivalent experience); MBA preferred
•7+ years of professional work experience, with focus on change management, marketing, operational excellence, and communications
•Demonstrated experience with managing other employees, as well as vendor relationships
•Ability to prioritize and manage multiple issues and/or assignments with time sensitive deadlines
•Demonstrated ability to comfortably navigate ambiguity
•Ability to indirectly influence and lead cross business units and/or cross functional teams
•Strong interpersonal skills and ability to interact effectively at all levels of the organization
•Excellent written and verbal communications skills
•Capable of being both an individual contributor as well as a team player
•A relentless approach to getting things done!

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.

Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).

For more information about our solutions and organization, visit, follow us on Twitter, Facebook, LinkedIn, and YouTube.

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email [Click Here to Email Your Resumé]. TTY is also available at 888 (495) 4771.
Job ID: 17-16736
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