Client Services Team Leader Health

6 months ago

Sydney, Australia BSI Full time

Great that you're thinking about a career with BSI

Purpose of the position
- Provide Leadership to the New Zealand Client Services Team to ensure an excellent client experience is delivered to BSI clients.
- Ensure client assessments are booked in advance and that assessment baseload is correctly managed.

Key Responsibilities and Accountabilities
- Manage a team of Client Services Officers (CSOs) to ensure the delivery of the agreed service levels to all clients whilst providing an effective booking process.
- Monitor the KPI performance of individual CSOs and ensure relevant targets are achieved and exceeded.
- Continually review and report on the performance of all individuals within the CSO Team, identifying, developing, and retaining key talent and addressing underperformance as required.
- Monitor and continually improve the efficiency and effectiveness of all planning and client service processes.
- Ensure a cost-effective delivery process is implemented and manage the day-to-day effective use of resources across the team to ensure all tasks are completed as required.
- Support resolution of client queries and issues along with CSOs
- Coordinate assessment delivery efforts between the sales, marketing, and operations functions
- Influencing and building relationships with key internal stakeholders including the Leadership Team, Assessors, and Technical Team
- Recruitment and selection of new CSOs as required.
- Reporting on scheduling KPI to the leadership team
- Actively support employee engagement and associated initiatives
- Additional duties as assigned by the Client Services Manager from time to time.

Key Results Areas

Commercial Awareness
- Can articulate to clients the value of using the portfolio of BSI products and services to meet their needs.
- Proactively generate and encourage qualified leads for the appropriate BSI sales team.
- Have an understanding of the revenues, forecasts, gross profit, and contribution impact of activities in which they are engaged/responsible.

Customer Focus
- Client centricity at the heart of everything they do
- Anticipates problems and is able to solve customer issues before they arise.
- Has an understanding of the market and industries in which their customers operate

Operational Delivery
- Monitors and reports on delivery and performance, proactively identifies performance gaps, and makes improvements to meet BSI’s standard of excellence.
- Monitors team workload ensuring there is a standardized approach across the team that can be consistently measured.
- Communicates with peers, customers, and stakeholders in a manner that engages and motivates them to achieve objectives.
- Uses the relevant BSI systems to plan audit delivery needs, and to report operational performance.
- Monitors and reports on delivery to ensure all compliance requirements and BSI standards of excellence are met and takes corrective action where necessary.

Operational Management
- Understand how the assessment bookings relate to the BSI baseload and forecast.
- Selects optimal delivery method to support the forward plan based on knowledge of customer needs and of BSI Certification’s commercial and quality KPIs.
- Facilitates the development of the team through guidance, supervision, and mentoring from experience.
- Profiles team performance to identify individual motivational needs and takes action to improve individual performance accordingly.
- Analyses methods to resolve gaps in achieving KPIs and communicates the effect of resolution activities.
- Demonstrates values and excellence behaviors in all activities and interactions.

Knowledge, experience, and qualifications.
- Excellent organizational skills to control their own workload and that of others.
- Communicates well to inform, advise, and persuade and has the confidence and ability to deal with a wide range of people and situations verbally and in writing, including highly confidential and sensitive material.
- Good written and verbal communication skills to produce, initiate, and compose routine correspondence.
- Supervises, leads, guides, and motivates the client services team.
- Understands the values and benefits of teamwork and is able to provide support.
- Works on own initiative to manage a varied, often unpredictable, workload.
- Organizes and prioritizes own work and that of others in a pressurized environment with competing demands and tight deadlines.

Key performance indicators
- Booking 80% of budgeted audits 3 months in advance
- Achieve gross profit target of 45%
- Client attrition below 8%
- Contribute to a net promotor score of 60 or above.
- Achieve 1000 assessment bookings at closing meetings in 12-month period.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If

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