Deputy Manager-Journal Operations

2 weeks ago

Dehra Dūn, Uttarakhand, India SAGE Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Purpose

The Deputy Manager, Journal Operations ensures the highest levels of customer satisfaction and operational efficiency across all author support functions. The role partners closely with the Senior Manager and Assistant Manager (UK) to uphold service excellence and operational consistency.

The Open Access Customer Service Team ) manages tickets through the Sage Open Access Portal (SOAP), triaging and assigning them as necessary to the OA Operations Team ) or the OA Accounts Receivable Team ).

The Publishing Services Team manages the pay-to-publish workflow, ensuring timely invoicing and query resolution that support Sages financial sustainability and compliance with financial policies.

Key Accountabilities

  • Ensure all Journal Operations inbox tickets are handled within SLAs
  • Conduct regular quality assurance checks to monitor customer interaction standards
  • Manage and respond to customer opinion surveys in a timely manner
  • Conduct quarterly performance evaluations and implement improvement plans as required
  • Support the manager with data analysis, workload forecasting, and resourcing plans
  • Proactively identify risks and support mitigation strategies
  • Drive a continuous improvement culture through IPOs and related initiatives
  • Maintain up-to-date process documentation and reports
  • Manage ticket workflows through Freshdesk to ensure efficient and high-quality resolution
  • Develop and deliver training programs and materials for team skill enhancement
  • Collaborate with Journal Operations Specialists to streamline processes
  • Ensure team efficiency and balanced workload throughout the year
  • Promote and uphold Sage's cultural imperatives and values

Skills, Qualifications & Experience

Functional Knowledge & Skills

  • Strong customer service and relationship management
  • Strategic awareness and execution capability
  • Process improvement and change management
  • Accountability and ownership mindset
  • Leadership and team development
  • Technical proficiency (data analytics, Excel, CRM tools)

Qualifications & Experience

  • Graduate or Postgraduate degree
  • 6–8 years of relevant experience in customer service, publishing operations, or related domains

Sage Management Competencies

Strategic Awareness

Thinks strategically to align team goals with Sage's vision, providing operational insights to drive business priorities.

Leading People

Inspires, motivates, and develops team members to achieve objectives and enhance their skills.

Interpersonal Effectiveness

Communicates empathetically and effectively within the Sage values framework.

Results Orientation

Demonstrates focus and passion for achieving targets and maintaining quality standards.

Personal Integrity

Acts responsibly, reliably, and ethically, modeling the Sage Code of Conduct.

Business Judgment

Applies sound reasoning and analytical skills in decision-making and problem-solving.

Effective Communication

Clearly conveys information to all stakeholders, ensuring transparency and understanding.

Accelerates Execution

Demonstrates tenacity and efficiency in achieving goals and implementing continuous improvements.

Collaboration

Builds productive relationships across teams and functions to deliver business results.

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