Customer Service Team Leader

Job ID:42245
Location:Mumbai: Solitaire Corporate Park 
Position Category:Customer Service
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.

LRQA currently operates across 150 countries, with 5000+ experts supporting more than 61,000 clients across a diverse range of sectors and markets.

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 Service Delivery Support team across the area to understand embrace and embed the organizational, procedural and client facing adjustments in line with our strategies and values.
• Drive the development and adoption of the procedures and processes required to embed the changes within the Service Delivery Support teams in your area. Work across inspection to ensure consistency of process or to ensure that bespoke solutions are developed/delivered as required.
• Meet client expectations through effective management of the team and associated resources, controls, budgets and deliverables to align and support the diversity of service offered across the region
• Ensure that the service delivery support team achieve 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 and control all financial KPIs to ensure the targeted levels are maintained.
• Monitor, priorities, delegate and co-ordinate financial and other management information relating to the work  of the team. Critically analyze information and make recommendations for continuous improvement to meet targets. Prepare, present reports and management information relating to performance, budgets and any other aspect 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 with SSC for payment in a timely manner.
• Review work order and project numbers and upload into the appropriate system to create work instructions with assigned work order numbers.
• 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 resource, talent/succession, training and development plans to ensure strategic forward planning and adequate resource availability for the department including monitoring expenditure and income as applicable.
• 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.
• Create and maintain resource, talent/succession, training and development plans to ensure strategic forward planning and adequate resource availability for the department including monitoring expenditure and income as applicable.
• 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 superior levels of surveyor utilization by ensuring the team is adequately trained and focused on matching effective client requirements and job skills matching.
• Drive the focus on effective and smooth processes related to the Customer Effort Score within the team.
• Drive the speedy and effective resolution of all client queries and disputes to aid the payment collection process and to ensure financial KPIs are met
• Ensure an appropriate level of technical knowledge within the Service delivery support team as evidenced through turnaround time of issues and ability of Service delivery support to resolve issues independently.
• Support employee engagement activities to ensure that all team members understand and are engaged in the delivery of the business objectives.
• 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 change to meet the future needs of the business.

Technical Qualifications:

• High school diploma, general education degree, or equivalent
• Experience of working in a commercial environment
• Fluent in English (both written and verbal)
• Excellent IT skills 

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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