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Operations (inc. Manufacturing)
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Elsevier
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OPE001NE Requisition #

Purpose of the Job:


To be responsible for the management of the end-to-end process of publication of journal articles and issues, i.e., from submission of articles for peer review to final issue publication (electronic and paper), providing system support, customer support, monitoring and trouble-shooting. To build effective relationships, both long and short term, with potentially challenging academics who have high expectations, and deliver the highest levels of customer service.

Adhere to service level agreements for quality and timeliness to achieve positive Customer Satisfaction (CSAT) responses, whilst also looking at root causes to increase customer satisfaction and reduce queries. To work with and understand multiple systems and platforms which bring together the many different parts of the complex publication workflows. To work closely with the Publisher to ensure alignment of the service provided to Societies, Editors and Researchers with the strategy for the journal.

To maintain a high level of understanding of many varied and changing workflows to ensure the most appropriate, efficient and cost-effective routes are taken at all times. To prepare and maintain publication schedules and then process articles and issues according to schedule and budget. To provide written and verbal reports/feedback on journal performance and to notify management, Publishing and Editors appropriately of problems and/or delays in the publication process.

To be innovative and suggest/implement improvements in the end-to-end process. To work effectively in a team environment with fellow Journal Managers and Journal Administrators, displaying a positive and collaborative approach to conflict and problem resolution. To professionally represent Elsevier in all dealings with journal scientific communities and attend Editorial Board meetings as required.


Main Activities and Responsibilities:

  • Project Manage a portfolio of approximately 6-8 academic journals. Act as a single point of contact for all aspects of the end-to-end journal publication process for internal departments (such as Publishing), and external contacts (such as Editors, Authors, Reviewers and/or Society contacts), professionally representing Elsevier at all times
  • Provide first-line support to Editors, Authors and Publishers with queries on articles at any point in the publication process, from submission through to publication online and in print
  • Support Customers (Authors, Editors, Reviewers) as they work in Elsevier Editorial Systems (EES and EVISE): investigate problems and provide information on bugs and workarounds, provide instructions or ad hoc training (e.g. sharing screens to advise on best practice in a live environment), details on how the system works, amend configuration as necessary, pass on recommendations and feedback internally to improve the systems during future development.
  • Regularly review multiple journal reporting resources, both structural/standard reports and ad hoc customised reports (e.g. on speed, delivery, quality, bottlenecks, query levels, customer satisfaction), and manipulate and analyse the data to identify trends. Disseminate information about journal performance for the entire end-to-end process to other departments (e.g. Publishing) and to external Editors
  • Consult and utilise available customer feedback programs and tools to continually improve service to customers
  • Attend Editorial Board meetings where appropriate, supporting Publisher by presenting information on current Editorial/Production status and informing/advising on procedures and processes as required
  • Effectively interact with typesetters and compositors through Production Tracking System (PTS), and e-mail where appropriate, to ensure a smooth publication process and sustain high quality of content
  • Monitor journal performance through the entire end-to-end process of publication, ensuring timely delivery against scheduled publication dates and other business targets
  • Use online e-submission systems (EES and EVISE) and Production Tracking System (PTS) in planning and handling daily work. 
  • Use all available documentation to accumulate knowledge in order to be perceived as an expert in these systems, and share knowledge internally and externally as appropriate
  • Manage the editorial process according to the agreed journal-specific Service Level Agreement (SLA) and specific needs of the journal or scientific community.
  • Monitor progress: Ensure that Editors use the e-submission system (EES or EVISE) correctly by signalling incorrect usage to Editors or referring Editors to technical Customer Support team; Monitor handling times of all steps in the editorial process according to benchmarks established in agreement with Publishing and Editor/Editorial Board. 
  • If agreed on SLA, assign Editors for new submissions based on category/section/classifications as provided by the Author; Receive revised submissions and verify completeness; Monitor and follow-up on outstanding submissions with Editors; Monitor quality of Reviewer database. Forward submissions to Reviewers upon request by Editor; Drive and monitor the review process, i.e., ensuring each paper is sent to the appropriate number of reviewers; Send reminder letters to Editors, Authors and Reviewers; Manage exception handling where appropriate, e.g. send decision letters on behalf of the Editor.
  • As required and agreed with Production Management and Publishing per journal, provide specific enhanced non-scientific services to the journal, such as proxying for Editor in EES or EVISE system and/or holding regular teleconferences with Editors and/or Editor Assistants and/or Publishers Preparation and maintenance of annual publication schedules, with attention to budgetary and Publishing requirements, ongoing and particularly at each quarterly budget review and associated re-forecast (RF). Disseminate schedule information to internal departments and external Editorial offices as appropriate
  • Ensure article and issue publication quality meets global standards in order to ensure problem-free online and print publication, and publication dates must meet budgeted targets on a monthly basis
  • Compile and paginate the complete issue on the planned date in the Production Tracking System (PTS). Plan ahead to ensure all content is available and avoid missing issue compilation dates
  • Reschedule and re-plan (to be done according to global procedures) where necessary, appropriately notifying Team Manager of relevant changes. Strict adherence to compilation dates on fixed schedule journals, liaising with Advertising Dept if any deviation to scheduled dates, so that they can liaise with the commercial advert provider
  • Maintain and use good quality and concise journal-specific support documentation (referred to internally as Journal Information Files - JIFs) for listing agreed deviations from standard procedures and to document specifics of the journal workflow
  • Maintain awareness/expertise of the most current version of updated procedures, processes, and system functionality and attend continuous development training
  • Ensure maximum speed and efficiency in the end-to-end process: early detection and resolution of delays and problems, both internal and external, including at suppliers. Monitor progress right through to delivery.
  • Use Customer Relationship Management (CRM) system to access, categorise and respond to customer editorial queries within agreed SLAs for first response and resolution. Responses should include links to Internal Knowledge Base (i.e. online links to self-help) where appropriate to provide self-help for customers and avoid repeat queries in the future. Maintain data quality by consistent and accurate use of the CRM system, and maintain customer response/resolution targets. Customer satisfaction is measured on Customer Effort, Timeliness of response, Comprehensive and Accurate response, Professional and Helpful response.
  • Monitor overall quality of intermediate and end-products - this could be in response to customer feedback or proactive checking, and could involve checking PDFs, online proofing systems, HTML rendering on online platforms.
  • Be proactive in working towards continuous improvement for journals, workflows and processes in terms of efficiency, quality and customer satisfaction, in liaison with Team Manager, Publishers and Editors. Be clear on problems, goals for improvement, root causes of problems, actions to improve and deliver measurable results
  • Ensure all journal material, on article and issue basis, adheres to standardisation rules. 
  • Investigate opportunities to transition journals into new projects/workflows to achieve cost-savings or efficiencies.
  • On exception non-standard work, ensure requirements are met and delivery is correct in terms of quality, time, bulk orders, online platform etc.
  • Provide the necessary feedback to suppliers to maintain and improve quality via feedback mechanisms direct to typesetters (for artwork, language edit, copy-edit and mastercopy quality) or the internal supplier liaison (for supplier procedure and process).

Requirements:

  • Pro-active approach - Anticipate pain points and act accordingly, take ownership of problems through to full resolution. Once trained and competent as a JM, take on project work and/or "Knowledge Champion" roles to develop knowledge and skills.
  • Effective teambuilding skills - Create an environment of mutual respect between self and colleagues by being flexible and adaptable, good interpersonal skills, positive role model
  • Attention to detail - Accurate use of systems, use available documentation to accumulate knowledge on all aspects of the end-to-end process and apply the information appropriately and accurately
  • Computer literate - Able to digest and apply technical information regarding workflows, deliverables, platforms and procedures, and take the correct actions on the relevant systems to ensure no errors occur
  • Relationship building skills - Ability to alter approach and communication style as appropriate for diverse personalities and working styles to ensure strong connections and effective relationships are quickly established and maintained
  • Educated to degree level or equivalent
  • Previous high level administration/account or project management and customer service experience desired
  • Excellent communication skills (both verbal and written)
  • Excellent organisational skills; ability to prioritise; decisiveness; cost awareness; problem solving
  • Strong customer focus and service orientation balanced with attention to company interests
  • Strategic outlook
This vacancy is a 12-month fixed term contract.

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