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 skilled 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 s
📌 Analyst - Journal Operations (Dehradun)
🏢 Sage
📍 Dehradun