Customer Service Team Leader

Job ID:43994
Location:LRQA - Mumbai -Solitaire Corpora 
Position Category:Administration/Business Support
Position Type:Employee Regular

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

With a presence in 150 countries and a team of over 5,000 experts, we support more than 61,000 clients across diverse sectors. 

Role

To lead, manage and develop the certification support team to ensure the accurate and timely issue of certificates and application of all associated processes. May be a large business Centre or several smaller service delivery offices.

Key Responsibilities:

• Provide input into local and global area strategies, business plans and budgets. Translate plans into goals and objectives for the team across and implement these within agreed budgets ensure that the systems, processes and procedures are effective and efficient.
• Lead, coach and mentor the CSDS Service Delivery Support team across the Area to understand embrace and embed the organizational, procedural and client facing adjustments in line with LRQA strategies and values.
• Drive the development and adoption of the procedures and processes required within the team in your Area. Work across your team to ensure consistency of process or to ensure bespoke solutions are developed/delivered as required.

      Team Management

• Meet client expectations through effective management of the team and associated resources, controls, budgets and deliverables to align and support the diversity of services offered across the region.
• Ensure that the service delivery support team achieves the required performance targets and standards. Ensure that all personal and team targets and deadlines are met through monitoring, reporting progress, providing feedback and taking appropriate corrective action where required.
• Monitor, priorities, delegate and co-ordinate financial and other management information relating to the work of the team. Critically analyse information and make recommendations for continuous improvement to meet targets. Prepare, present reports and management information relating to performance, budgets and any other aspects of the team's work.
• Drive Service Delivery support activities such that related area budget (External income and margin) targets are met.
• Support the team in ensuring they pursue queries from suppliers and subcontractors and chase SSC for payment in a timely manner.
• Motivate, develop, coach, train, induct and formally appraise team members to set performance standards, recognize achievement and deal with performance issues to sustain a high-performance culture.
• Create and maintain resources, talent/succession, training and development plans to ensure strategic forward planning and adequate resource availability for the department.

      External Focus

• Responsible for the management, day-to-day organization and co-ordination of the service delivery support team in line with service level agreements/KPIs to deliver the highest standards of services to all clients.
• Drive the speedy and effective resolution of all client queries and disputes to aid the payment collection process and to ensure financial KPI's are met.
• Ensure an appropriate level of technical knowledge within the team as evidenced through turnaround times of issues and ability of Service delivery support to resolve issues independently.
• Support employee engagement activities to ensure all team members understand and are engaged in the delivery of the business objectives.

      Process

• Contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing changes to meet the future needs of the business.

 Technical Requirements

• Degree or business qualification, or several years’ experience in a client service role.
• Experience of managing people, within a client or professional service environment.
• Flexible and results-oriented approach to meet varying and competing client and business demands.
• Adaptable and well organized with a practical minded approach and the ability to work on multiple tasks and to
• tight deadlines.
• Able to identify and act on system/process improvements to ensure maximum efficiency within the team.
• Knowledge and understanding of MSIS products and processes would be an advantage
• Computer literate in MS Office.

Local/Regional Pre-Employment Checks 
If you are successful in securing a role with us, we will carry out pre-employment checks in accordance with what is allowed under local law.  
These checks will include, (as permitted):- right to work, identification, verification of employment history, education, and criminal records.
We may involve the third-party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of employing you. 
Your data will be stored in accordance with all relevant privacy legislation.  
Please contact us if you have any questions or concerns. 

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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