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Head of Commercial Operations
2 months ago
Head of Commercial Services
This is a senior leadership role that requires a strong operational and contact centre background. The successful candidate will be responsible for managing a collaborative team and overseeing client services and support functions to ensure they meet agreed-upon KPIs for both external and internal clients.
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.
- Set and review KPIs for the team and oversee annual incentive program.
- 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.
Requirements:
- Demonstrable leadership experience with a strong operational and contact centre background managing a collaborative team.
- 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.
About BSI:
BSI is 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 Values:
- We are a community where everyone can thrive.
- We are proud to be the business improvement company for other organisations to become more sustainable and resilient and finally to inspire trust in their products, systems, services, and the world we live in.
