Team Head, PCT Client Service

Leads a WIPO PCT Client Service Team that administers international patent applications and provides timely support to PCT users. The team head plans work and resources, guides client-advising and training activities, manages staff performance and complex cases, coordinates operational partners, and uses performance reporting to strengthen service delivery across the PCT Operations Division.

• Plan and control team work, priorities and resources to deliver quality outputs on time
• Lead client-advising and client-communication activities
• Organise client training and align team work with client needs
• Advise team members on complex and contentious cases
• Manage staff performance, absence management and conflict prevention
• Coordinate with PCT Operations Service Heads and PCT users on operational matters
• Report on team and individual performance to Service Heads
• Provide training at seminars, information meetings and missions

• Advanced university degree, or a first-level university degree plus two additional years of relevant experience
• At least seven years of relevant experience, including three years in an intellectual-property office or comparable environment
• Experience supervising a large team
• Experience examining patent-application formalities
• Experience providing customer service and training
• Excellent English and one PCT publication language

• Customer-experience management experience
• Knowledge of business and administrative procedures in a national or regional intellectual-property institution

• Patent Administration
• Customer Service
• Team Leadership
• Workforce Planning
• Performance Management
• Patent Formalities Examination
• Training Delivery
• Conflict Management
• Data Management

• Initial period of two years, renewable subject to satisfactory performance
• Vacancy may be used to fill other same-grade posts with similar functions