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Head of Client Services and Operations
2 months ago
This senior leadership position entails strategic responsibilities focused on managing workload, forecasting work bookings, and resource planning to optimize operational efficiency across the UK & Ireland.
The primary objective is to effectively distribute tasks to achieve business goals such as revenue, profit, and overall contribution.
You will be responsible for overseeing client services and support functions, ensuring they surpass agreed-upon Key Performance Indicators (KPIs) for both external and internal clients meeting customer expectations.
The position requires limited travel for meetings as needed and will carry overall accountability for the UK & Ireland client services centre, as well as planning assessment days and associated profit and loss management, while fostering collaboration with other senior leaders in operations.
Key Responsibilities:- Manage planning and forecasting for the UK Assessment Business, collaborating closely with the operational leadership team to ensure optimal levels of Client Managers and external resources.
- Handle resource planning and booking of assessment work to meet budget targets.
- Proactively manage the team to achieve delivery targets and uphold compliance with operational and administrative procedures and service agreements.
- Take responsibility for scheduling assessment days promptly and effectively in the area.
- Set and review KPIs for the team and oversee annual incentive program.
- Identify and implement succession plans, managing recruitment, onboarding, and maintaining team headcounts. Act as a coach and mentor, ensuring all team members have development plans in place.
- Monitor customer satisfaction, enhancing client experience and promptly address any client issues or queries in the management of the client's survey activity for the UK business.
- Lead efforts in attrition management and process improvements across all business channels.
- Demonstrable leadership experience with a strong operational and contact centre background managing a collaborative team.
- Experience in managing a team of circa 100 people.
- Strong and sound knowledge of budgetary and forecasting processes.
- Commercial experience with the ability to focus on current and future strategic priorities in line with the business goals and objectives.
- Ability to coach, train and develop talented individuals as well as address poor performance in a professional manner.
- Willingness to challenge existing ways of doing things combined with an ability to understand the constraints.
BSI is the world's first national standards organization with more than 100 years of experience. We are a global partner for 86,000 companies and organizations in over 193 countries, offering development, auditing, certification, and training services, including innovative software solutions and cyber security expertise for all industries.
We are committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization all while having fun doing great work.
