1. Organizational Context





a. Organizational Setting


The post is located in the Madrid Operations Division of the Madrid Registry, Brands and Design Sector. The Madrid System, the second largest global IP system at WIPO bringing in 18% of WIPO's fee-paying income, offers a convenient and cost-effective solution for registering and managing trademarks worldwide.

The Madrid Operations Division is responsible for receiving, processing and translating international trademark applications and associated requests, and for publishing and notifying data concerning those processes to the Offices of the Madrid Union, to applicants and holders of international registrations. In addition, the Division is responsible for providing guidance and support to applicants and holders on how best to navigate the Madrid System.




b. Purpose Statement


The Director of the Madrid Operations Division provides leadership in planning and managing the Division during a period of major transformational change of the Madrid System. The incumbent plays a pivotal role in driving the digital transformation of the Division, introducing and implementing advanced policies, tools, and workflows - including AI-powered and data-driven operations - to ensure that the Madrid System remains simple, efficient, flexible, user-friendly, and cost-effective. By strategically enhancing the Division's operational capabilities, the Director contributes to WIPO's revenue growth through increased customer satisfaction and broader utilization of the Madrid System.




c. Reporting Lines


The incumbent reports to the Senior Director of the Madrid Registry.




d. Work Relations


The incumbent works with a wide variety of internal WIPO stakeholders including in the areas of IT, Marketing and Customer Support. The incumbent also works closely with external stakeholders including member states, the private sector, and a variety of external organizations.








2. Duties and Responsibilities




The incumbent will perform the following principal duties:




a. Lead strategic and change management initiatives to maximize the efficiency and effectiveness of the Madrid Operations Division, with a particular focus on digital transformation and the integration of AI in examination and operational processes.




b. Promote the increased use of the Madrid System to support WIPO's financial sustainability by delivering state-of-the-art customer service and fostering broader recognition, acceptance, and effective utilization of the System among current and potential users. Oversee the enhancement of customer service for Madrid users, including the effective deployment of Customer Relationship Management (CRM) systems.




c. Build, establish and maintain active and strategic partnerships with IP Offices and engage with key internal and external stakeholders, including Member States, to improve the operational functioning of the Madrid System. Develop and maintain contact with national and regional offices of Madrid System members to obtain feedback on services, provide new ideas, concepts and advice on operational improvements, and strengthen the foundation for WIPO as a trusted partner.




d. Determine priorities, allocate resources for the timely and quality delivery of work products per results-based management principles, ensuring that key risks are identified, assessed and managed for the achievement of agreed KPIs, ensuring that program objectives are met.




e. Lead, motivate, and develop a large, diverse team, fostering a culture of continuous improvement, digital literacy, and innovation. Upskill the Division's teams to increase the value proposition of the Division's services through best quality of examination of all transaction types, communication expertise, proficiency in IT tools, research and analysis, process design, and tion.




f. Advise the Senior Director on innovative and strategic operational improvements and represent WIPO at international meetings and conferences, providing authoritative advice on all matters related to the Madrid System and advocating WIPO's position.




g. Perform other related duties as required.