Advisor - Journal Operations

The Advisor – Journal Operations is responsible for delivering an exceptional author experience by managing and resolving author queries through email in a timely, accurate, and professional manner. The role requires effective management of journal operations inboxes, adherence to service level agreements (SLAs), and strong expertise in journal management systems and author payment processes. The Advisor contributes to operational excellence through continuous process improvement, knowledge management, stakeholder collaboration, and customer-centric service delivery.

Key Accountabilities

• Manage Journal Operations inboxes, ensuring high levels of customer satisfaction while meeting productivity and SLA targets.

• Handle author inquiries efficiently and provide accurate, timely, and professional responses.

• Work across multiple systems and platforms, including ScholarOne, STS, SMART, and Sage Open Access Portal, to investigate and resolve queries.

• Identify opportunities to develop and enhance canned responses/templates to improve response quality and operational efficiency.

• Prepare and maintain daily productivity and performance reports.

• Contribute to the creation, maintenance, and continuous improvement of internal and external Journal Operations knowledge base articles, ensuring content remains accurate and up to date.

• Proactively develop expertise in relevant business processes, systems, and industry knowledge through continuous learning and self-development.

• Build and maintain effective working relationships with key stakeholders across the organization.

• Collaborate with team members to ensure smooth workflow management and timely resolution of inbox volumes.

• Identify, recommend, and support process improvement initiatives for local and global implementation, including participation in Continuous Improvement Initiatives (CII).

• Participate in meetings, training sessions, and conference calls with global teams during standard working hours and, when required, outside regular office hours to support business needs.

Skills, Knowledge & Competencies

Functional Knowledge & Skills

• Strong customer service orientation with a focus on delivering a positive customer experience.

• Excellent written and verbal communication skills.

• Strong time management, organizational, and multitasking abilities.

• Ability to prioritize workload effectively and maintain accountability for deliverables.

• Attention to detail with strong problem-solving skills.

• Proficiency in Microsoft Office applications; advanced Excel skills are desirable but not essential.

• Familiarity with systems such as A2R, SMARTJ, ScholarOne, and STS is desirable but not mandatory.

• Ability to work effectively in a fast-paced, team-oriented, and global environment.

• Continuous learning mindset with a proactive approach to skill development.

Qualifications & Experience

• Graduate or Postgraduate degree in any discipline.

• Freshers are welcome to apply.

• Up to 1–2 years of experience in customer service, publishing operations, journal operations, or a related field is preferred but not essential.

• Experience in email-based customer support or process-driven operational environments will be advantageous.

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.