Analyst - Journal Operations
Role Purpose
The Analyst is responsible for delivering exceptional customer service by managing author inquiries promptly and effectively through email. The role ensures the provision of accurate, timely, and professional support while maintaining proficiency in all relevant systems, workflows, and author payment processes. In addition to core operational responsibilities, the Analyst actively contributes to continuous improvement initiatives, knowledge management, and cross-functional projects aimed at enhancing operational efficiency and customer experience.
Key Accountabilities
Manage Journal Operations inboxes while consistently meeting customer satisfaction, productivity, quality, and SLA targets.
Handle author and customer queries promptly, ensuring accurate resolution and a positive customer experience.
Work across multiple systems and platforms, including ScholarOne, STS, SMART, and the Sage Open Access Portal.
Develop, maintain, and optimize canned responses to improve efficiency and consistency in communications.
Prepare and maintain daily productivity and performance reports.
Contribute to the creation, maintenance, and continuous improvement of internal and external knowledge-base articles, ensuring content remains accurate and up to date.
Continuously enhance knowledge of operational processes, systems, products, and business requirements through self-driven learning.
Build and maintain effective working relationships with key stakeholders across the organization.
Identify team training requirements and support the development of learning materials, including RISE and REACH courses.
Support team members in developing specialized process expertise and enhancing overall team capability.
Provide operational support across Journal Operations functions and facilitate coordination between different Open Access process streams.
Proactively identify process improvement opportunities and recommend solutions for local and global implementation.
Represent the team in Continuous Improvement Initiatives (CII) and other process enhancement forums.
Participate in meetings and collaborative discussions with global stakeholders during and, when required, outside standard business hours.
Skills, Qualifications & Experience
Functional Knowledge & Skills
Strong written and verbal communication skills.
Excellent customer service and stakeholder management abilities.
Effective time management, prioritization, and organizational skills.
High levels of accountability and attention to detail.
Proficiency in Microsoft Excel is desirable but not essential.
Familiarity with systems such as A2R, SMARTJ, ScholarOne, and STS is desirable but not essential.
Ability to work independently while contributing effectively within a collaborative team environment.
Strong analytical and problem-solving capabilities.
Qualifications & Experience
Graduate or Postgraduate degree in any discipline.
1-2 years of relevant customer service, publishing, journal operations, or process management experience.
Sage Management Competencies
Strategic Awareness
Thinks strategically and aligns day-to-day activities with broader organizational objectives and Sage's vision.
Expected Behaviour:
Demonstrates a clear understanding of team and organizational goals.
Performs responsibilities in alignment with business priorities and strategic objectives.
Leading People
Inspires confidence, capability, and commitment in others.
Expected Behaviour:
Not applicable for this individual contributor role.
Interpersonal Effectiveness
Builds strong relationships through empathy, collaboration, and effective communication.
Expected Behaviour:
Communicates respectfully and professionally.
Values diverse perspectives and fosters an inclusive working environment aligned with Sage values.
Results Orientation
Demonstrates commitment to achieving high-quality outcomes and operational excellence.
Expected Behaviour:
Consistently meets SLA, productivity, and quality targets.
Maintains a proactive and solution-oriented approach to work.
Demonstrates Personal Integrity
Acts with honesty, responsibility, and professionalism.
Expected Behaviour:
Maintains the highest ethical standards and adheres to Sage's Code of Conduct and values.
Demonstrates reliability, accountability, and trustworthiness in all interactions.
Business Judgment
Applies critical thinking and sound judgment when evaluating information and resolving issues.
Expected Behaviour:
Analyzes queries and operational challenges effectively.
Makes informed decisions and resolves issues with accuracy and confidence.
Effective Communication
Communicates clearly, concisely, and in a manner appropriate to the audience.
Expected Behaviour:
Shares information proactively and transparently.
Ensures stakeholders receive accurate, timely, and actionable updates.
Accelerates Execution
Delivers results efficiently while embracing continuous improvement.
Expected Behaviour:
Demonstrates ownership and urgency in completing tasks.
Identifies opportunities to streamline processes and improve operational effectiveness.
Works Effectively with Others
Builds collaborative partnerships across teams and functions.
Expected Behaviour:
Works effectively across departments and geographical locations.
Encourages teamwork and knowledge sharing to achieve common business objectives.
Diversity, Equity, and Inclusion
At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong. As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.
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