Team Head, PCT Client Service
Organizational Context
The PCT Operations Division is responsible for managing international patent applications, including their receipt, examination, and publication. It aims to deliver high-quality customer services to PCT users in all official PCT publication languages. This role is situated within PCT Client Service Teams, contributing to the division's operational efficiency and user support.
Job Purpose
The Team Head of a PCT Client Service Team is responsible for organizing and managing the team's activities to ensure the smooth administration of PCT Operations. This involves maintaining high standards of quality, quantity, and timeliness in the delivery of services related to international patent applications. The role requires effective leadership to guide the team in meeting operational objectives and providing excellent support to PCT users, ensuring the efficient processing and management of patent applications.
Responsibilities
Lead, plan, and control the team's work, setting priorities and allocating resources to ensure timely and quality delivery of work products. Manage client advising activities and communication with clients. Organize and conduct training for clients, fostering a client-focused atmosphere. Advise team members on complex issues and develop staff training plans. Supervise and evaluate team members, managing staff performance, conflicts, and absences. Collaborate with Service Heads to enhance engagement with PCT Users and authorities. Liaise with other units, provide performance reports, and promote a harmonious and motivated work environment. Participate in training, seminars, and missions as required, performing other related duties.
Work Experience
At least seven years of relevant experience, including three years in an IP office or comparable environment. Experience in supervising a large team, formalities examination of patent applications, and customer service/training is essential. Customer experience management is desirable.
Skills
Excellent communication, analytical, problem-solving, time management, and work organization skills. Ability to lead, motivate, manage conflict, and develop professional relationships. Strong customer service, IT skills for data management, and integrity in handling confidential data. High adaptability and excellent interpersonal skills for multicultural environments.