Team Head, PCT Client Service

The Team Head of a PCT Client Service Team is responsible for organizing and managing the team's activities related to the administration and smooth functioning of the PCT Operations. The role ensures high standards of quality, quantity, and timeliness for the service delivery of international patent applications.

Responsibilities

• Lead, plan and control the team's work, determining priorities and allocating resources for the completion and timely and quality delivery of work products in accordance with results-based management principles as well as key performance indicators.
• Lead the client advising activities of Principle Client Advisor, Client Advisors and Assistant Client Advisors, and develop and manage the communication activities with the clients.
• Organize and perform training activities for the target clients and align teamwork with the clients' needs and set up a client focused work atmosphere.
• Assist and advise the team members on the handling of complex and contentious issues.
• Develop and coordinate training plans for staff.
• Manage the staff of the team, including in the areas of conflict prevention and absence management.
• Supervise all team members and evaluate the work of Principle Client Advisor, Client Advisors & Examiners, and Assistant Client Advisors & Assistant Examiners.
• Cooperate closely with the Service Heads of the PCT Operations Division to foster contacts and enhance collaboration with PCT Users and authorities on operational matters.
• Liaise and coordinate with work units in the Sector in the execution of the tasks.
• Provide routine reports and periodic summaries to the Service Heads on the performance of the team and individual level.
• Promote and facilitate a harmonious and motivated working environment in which all team members can perform their professional responsibilities in an efficient and effective manner.
• Participate in and/or provide training at seminars and information meetings.
• Participate in missions when required.
• Perform other related duties as required.

Requirements

• Advanced university degree. A first-level university degree plus two years of relevant professional experience in addition to the years of experience mentioned below may be acceptable in lieu of an advanced university degree.
• At least seven years of relevant experience, three of which in an IP office or comparable working environment.
• Experience in supervising a large team.
• Experience in formalities examination of patent applications.
• Experience working in providing customer service and training.
• Experience with customer experience management (desirable).
• Excellent written and spoken knowledge of English and at least one of the following PCT publication languages: Arabic, Chinese, French, German, Japanese, Korean, Portuguese, Russian or Spanish, in accordance with business needs.
• Knowledge of other PCT publication languages (desirable).
• Excellent communication skills, both oral and written.
• Excellent analytical and problem-solving skills.
• Excellent time management and work organization skills and ability to deal with conflicting priorities.
• Ability to lead and motivate a team.
• Ability to manage conflict.
• Ability to develop professional relations with service users outside the Office and staff at all levels.
• Excellent customer service.
• Good IT skills for data management and data search.
• Integrity in dealing with confidential and sensitive data.
• Highly adaptable to changing environments, tasks and demands.
• Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.
• Knowledge of the business and administrative procedures of a national or regional IP institution (desirable).

Skills

• Formalities Examination
• Patent Applications
• Team Supervision
• Customer Service
• Customer Experience Management
• Training Delivery
• English Language Proficiency
• PCT Publication Languages
• Communications Skills
• Analytical Skills
• Problem Solving
• Time Management
• Work Organization
• Conflict Management
• Team Leadership
• Professional Relations Development
• Data Management
• Data Search
• Confidential Information Handling
• Adaptability
• Interpersonal Skills
• Multicultural Sensitivity
• IP Institution Procedures

Languages

English, Arabic, Chinese, French, German, Japanese, Korean, Portuguese, Russian, Spanish