Develops and maintains a thorough knowledge of Compliance Solutions products, services, and WK response procedures by engaging in formal training on products and end users; participating in self-directed learning; studying product, technical, or executive information provided; engaging in one-on-one training with Supervisor; accepting critical feedback and implementing suggestions; studying information provided by product management and marketing on an on-going basis in timely manner; working with actual products to establish and maintain competence in using them; learning how the products fit into customers’ processes and contribute to their business performance; developing a continued understanding of corporate governance, policy, and procedures for handling sensitive information; and maintaining knowledge of current industry standards, methodologies, processes, and best practices.
Provides overall project management for incoming response requests by reviewing incoming Due Diligence and SOC audit requests; collaborating with Sales, Legal, Information Security, IT, Human Resources, Operations, Audit and Compliance, and other Subject Matter Experts to identify requirements; evaluating projects on consistency with CS’s long term roadmap; designing project plans; communicating project needs to resources; overseeing the collection of information; directing and coordinating with resources; ensuring progress is meeting contract requirements and stakeholder needs; providing consistent coordinated communication throughout the project lifecycle; identifying potential risks endangering project milestones; evaluating escalated issues; completing projects in accordance with customer timelines, expectations, and organizational guidelines; and employing best practices throughout projects.
Manages the writing of responses to incoming requests by reviewing requests for preliminary feasibility (e.g., if products can support request); educating sales representatives on the request process, if needed; going back to sales representatives or managers with specific questions to clarify needs, as necessary; determining what resources (e.g., Legal, Human Resources, Development) to utilize to gather necessary information; collaborating with resources to acquire necessary responses; distributing questions to appropriate subject matter experts; researching database for responses where available; submitting non-published responses from the database to experts for verification; tracking incoming information and following up with experts to ensure timely responses; monitoring information as it comes in; compiling and editing information for consistency, style, customer needs, and corporate and industry standards; ensuring necessary information has been captured; noting any missing information and following up; reviewing responses to ensure documents are properly prepared; ensuring the highest accuracy and compliance; monitoring timing requirements; engaging additional resources to ensure issues are resolved in a timely manner, if necessary; submitting responses to customers; following up on customer issues (e.g., missing information, unsatisfactory responses); resubmitting responses to customers; and ensuring all conduct and responses comply with best practices and corporate policies.
Coordinates and provides due diligence support for Customer onsite visits and audits by assisting the sales organization in communication regarding schedule, coordination of subject matter experts, and providing follow-up support as needed.
Contributes subject matter expertise to ensure the success of projects and organizational objectives by developing response templates to be used cross-functionally; supporting the sales and audit teams by providing subject matter expertise to questions and issues around the response process; providing expertise to special projects; participating in thought provoking, strategic discussions with management; and facilitating communication across operational groups.
Participates in process improvement initiatives by analyzing current RFP/DD and SOC Audit process; offering recommendations for process improvements; working with the Supervisor to enhance the response process; and assisting in the implementation of new processes, tools and procedures to increase productivity, quality, and customer satisfaction.
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.
