Principal Client Advisor

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.

This post is a limited-term fixed-term post.

1.     Organizational Context

a.    Organizational Setting

The post is located in the Madrid Operations Team 5, Madrid Operations Service, Madrid Operations Division of the Madrid Registry.  The Madrid Operations Division is responsible for receiving, processing and registering international trademark applications and associated transactions.  The Madrid Operations Team 5 specializes in providing personalized support to large clients, guiding them in the administration of their trademark portfolios.

b.    Purpose Statement

The incumbent is required to administer the work of the Madrid Operations Team, monitor the quality of the work and prepare statistical reports.  The incumbent is furthermore required to perform examination of applications for international registration of marks, modifications, renewals, refusals, rectifications or any other documents received with respect to an international registration, which requires a thorough understanding of the Madrid Agreement, the Madrid Protocol, the NICE and VIENNA Classification and the Administrative Instructions.

c.    Reporting Lines

The incumbent works under the supervision of the Manager of the Madrid Operations Team 5.

2.     Duties and Responsibilities

The incumbent will perform the following principal duties:

a.  Serve as focal point for a number of “key accounts” (major users), analyzing the situation of each, setting up regular contacts, providing guidance and dedicated trainings to ensure a high level of customer service.

b.  Provide expert Madrid System business input to development activities relating to the Madrid System including IT tools and Madrid System rules changes.

c.  Compile and analyze workload and productivity statistics and make proposals to the Operations Team Head on how to increase efficiency and timeliness of work outputs.

d.  Based on survey results, feedback from users, and issues raised by formalities examiners, draft inputs for the update and continuous development of the knowledge base;  ensure knowledge sharing within the team.

e.  Examine complex and contentious international applications and reply to queries on complex examination and procedural issues ensuring legal accuracy;  identify training needs for team members and propose training plans to the Operations Team Head for approval;  provide on-the-job training and coaching and monitor quality.

f.   Keep abreast of changes in the Madrid System, in particular changes in the regulatory framework and developments relating to IT tools used for processing and formalities examination, publication preparation and customer services.

g.  Participate as a resource person in seminars and other events when required.

h.  Perform other related tasks, including acting on behalf of the Team Head as required.

3.     Requirements

Education (Essential)

First-level university degree.

Experience (Essential)

At least six years of relevant professional experience with the Madrid System, including an IP office or comparable working environment.

Experience with examination under the Madrid System.

Experience in providing customer service and training.

Language (Essential)

Excellent written and spoken knowledge of English.

Language (Desirable)

Knowledge of other official UN languages.

Job Related Competencies (Essential)

Good knowledge of the Madrid Agreement and Protocol concerning the International Registration of Marks.

Good communication skills with the ability to communicate information clearly, both orally and in writing.

Good IT skills for document processing, data management and data search.

Ability to work within the rules, regulations and procedures governing the area of work.

Meticulous attention to detail and ability to spot irregularities.

Good time management and work organization skills.

Ability to handle and protect confidential and sensitive data with integrity.

Ability to work on own initiative and with a marked sense of teamwork and shared responsibility.

Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.

Competent user of Microsoft Office applications (including Word, Excel, Outlook and PowerPoint), databases, information management systems and the internet; ability to adapt quickly to new software.

4.     Organizational Competencies

1.    Communicating effectively.

2.    Showing team spirit.

3.    Demonstrating integrity.

4.    Valuing diversity.