IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.
1. Organizational Context
a. Organizational Setting
The post is located in the PCT Operations Teams 10 & 11, PCT Operations Services 1 & 2, PCT Operations Division, PCT Services Department, Patents and Technology Sector. The PCT Operations Division is responsible for the receipt, formalities, examination, publication and communication of applications and related documents filed under the PCT and for delivering high-quality customer services to PCT users in all 10 official PCT publication languages.
b. Purpose Statement
The incumbent as Team Head of a PCT Operations Team is required to organize and manage the team's activities relating to the administration and smooth functioning of the PCT Operations, ensuring high standards of quality, quantity and timeliness for the service delivery of international patent applications.
c. Reporting Lines
The incumbent works under the supervision of the Head of the respective PCT Operations Service.
d. Work Relations
The incumbent reports to the Head of the Service and works closely with all Team Heads and Coordinators, as well as with staff of other Divisions within the Sector.
2. Duties and Responsibilities
The incumbent will perform the following principal duties:
a. 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.
b. 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.
c. Organize and perform training activities for the target clients and align teamwork with the clients' needs and set up a client focused work atmosphere.
d. Assist and advise the team members on the handling of complex and contentious issues. Develop and coordinate training plans for staff.
e. 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.
f. 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.
g. 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.
h. 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.
i. Participate in and/or provide training at seminars and information meetings. Participate in missions when required.
j. Perform other related duties as required.
3. Requirements
Education (Essential)
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.
Experience (Essential)
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 in providing customer service and training.
Experience (Desirable)
Experience with customer experience management.
Language (Essential)
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.
Language (Desirable)
Knowledge of other PCT publication languages.
Job Related Competencies (Essential)
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.
Job Related Competencies (Desirable)