Assessment Client Operations Team Lead

Job ID:44129
Location:Shanghai : 288 Nanjing West Road 
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.

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 Purpose

Lead and develop client operation teams cross geographies/ disciplines in their execution of our business strategy, to ensure a positive customer journey, from planning to certification through to invoice.

Key Responsibilities & Requirements

• Responsible for leading multiple teams/ geographies. Takes accountability as a leader in the field.
• Proactively lead, develop and engage client operation teams cross geographies/ disciplines including appropriate succession planning, recruitment, performance management and learning and development opportunities, to ensure that teams achieve or exceed business objectives.
• Lead and influence the service delivery from planning to certification production through to invoice, ensuring strategic forward planning and resource availability, in line with or ahead of agreed business SLAs (this includes ensuring utilisation for FTE colleagues vs subcontractors is optimised and that travel time,  assessor competencies/ activity codes, usage of subcontractors are taken into account).
• Lead and provide guidance to team managers to champion complex customer needs and to anticipate customer complaints, to support a positive experience.
• Take full accountability for the promotion of the portal by engaging with team managers to ensure that clients can use all aspects of the tool. Engage with team managers to encourage continuous improvement in this area.
• Direct team managers to ensure that the systems, processes and procedures for Client operation teams cross geographies/ disciplines are communicated and understood by all colleagues.  Take accountability for ensuring compliance with internal procedures, contractual requirements, cost structures and budget constraints through appropriate monitoring and project management of teams as appropriate.
• Lead and influence service delivery in line with or ahead of agreed SLAs. Take accountability for analysing customer NPS results and manage follow-up actions cross geography/ discipline.
• Support implementation of change to meet future business needs and to support operational excellence.
• Lead the promotion of a coaching culture and sharing best practise/ knowledge across respective teams, ensuring everyone is aware of planned changes/ Client operation initiatives.
• Take ownership for the understanding of certification products, services, systems and processes acting as a thought leader in this area. Encourage mgmt attendance to relevant meetings to enable a full understanding of our products and rule changes which affect our working practices. Interface with Quality Assurance and Governance Dept on a strategic level (as required) to ensure team compliance with external accreditation requirements.

Technical / Professional Qualifications / Requirements

• Bachelor's degree or above. Fluent in English.
• Experience in cross-regional/cross-functional team management. In-depth understanding of products, processes, and systems in certification business.
• Proven ability in managing key/international group-level accounts.
• Strong communication and coordination skills, with the ability to build effective partnerships with internal and external stakeholders.
• Competence in strategic planning, resource allocation, and performance management.
• Excellent leadership, influence, and decision-making capabilities.
• Experience in driving change and continuous improvement.
• Experience in NPS or customer satisfaction management is preferred.
• Ability to collaborate effectively with senior leadership and across departments.

At LRQA, we belive that as a leading Global Leading Assurance and Risk Management Service provider, our talented people are our risk management advantage.

We belive the best outcomes come from diverse perspectives, shared ambition and working together with integrity. That's how we buid a workplace where everyone can contribute, grow and thrive.

Guided by Vision and powered by Expertise, we're united by a shared purpose. If you're driven to make a difference, you'll belong here. 

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