Workflow Support Manager

Recruiter
SPRINGER NATURE
Location
London (Greater)
Posted
04 Dec 2017
Closes
06 Jan 2018
Contract Type
Permanent
Hours
Full Time

BioMed Central is the leading open access publisher of STM (Science, Technology and Medicine) research. Since it was founded in 2000, BioMed Central has successfully pioneered the open access publishing model and brought open access to the mainstream. With offices in London, North America and Asia, the company employs over 290 people across a range of operations including editorial, production, IT and business. BioMed Central is a vibrant and innovative company. It operates in a fast-paced and high-energy environment, hiring talented people who are passionate about science, technology, medicine and open access.

Workflow Support Manager, BMC Series
BioMed Central

London

The BMC series is a collection of high-quality, peer-reviewed journals, currently covering all areas of biology and medicine, focusing on the needs of the research communities, which they serve.

The Workflow Support Manager is responsible for building and leading a team of manuscript assistants who will provide administrative support for the end-to-end peer review process, including support for authors, peer reviewers, editors and internal staff. The Workflow Support Manager will also be responsible for identifying bottlenecks in the publication process and determining appropriate solutions. They will also ensure reports are available to enable the analysis of delivery of performance targets such as turnaround times and author satisfaction.

Responsibilities:

Lead the team of manuscript assistants

  • Recruit, lead, coach and develop the team of manuscript assistants to encourage engagement, motivation and delivery the BMC series goals
  • Set and monitor team and individual performance against targets and take appropriate action where needed.
  • Determine training needs and ensure that appropriate training is delivered
  • Ensure that the team is structured and resourced to achieve BMC series performance targets
  • As the team grows and develops, recruit, line manage and coach effective team leaders
  • Represent manuscript assistant staff, functions and responsibilities to the wider business

Manage the work of the team

  • Ensure that KPIs, targets and objectives set for the team contribute directly to the performance goals and ethos of the BMC series
  • Ensure that processes are author-centric, efficient, effective, and rigorous, to ensure the quality and integrity of publications.
  • Continuously review checking procedures and author communications, to ensure that activity adds value to the editorial process and author experience
  • Ensure that clear and well understood procedures are in place for handling non-routine situations

Workflow and performance excellence

  • Collaborate closely and proactively with the BMC series editorial and peer review teams to ensure that the end-to-end workflows are logical, efficient and cost-effective.
  • Use reporting effectively to understand day-to-day bottlenecks or slack in processes and recommend swift and appropriate responses
  • Monitor, analyse and report on team performance
  • Identify potential workflow or resourcing problems and recommend solutions.
  • As appropriate, lead cross-team implementation of workflow and policy changes, monitoring, reporting and of necessary managing the impact
  • Coordinate the maintenance of up-to-date and effective documentation for all core processes across the BMC series workflow

Communicate and implement new company policies

The Workflow Support Manager is the key person responsible for representing manuscript assistants in the development of new policies and for communicating these to editorial administration staff

  • Understand and, where appropriate, contribute to the development of the BMC-wide policies that will impact administration
  • Take into account the needs and workflows of different divisions to ensure that new policies will be appropriate and workable
  • Ensure that all relevant stakeholders are consulted and informed about the development of new administrative policies

Person Specification:

  • Demonstrable management experience of a medium sized operational team (5-25 people)
  • Experience in STM publishing and/or customer service team management
  • Track record of improving performance by working to KPIs
  • Experience of detailed activity based tracking and reporting on staff performance
  • Able to coach, recruit, motivate staff
  • The majority of manuscript assistants will be based outside of the UK and so 20-25% travel will be a requirement of the role.