Client Manager
7 months ago
Great that you're thinking about a career with BSI
To conduct various types of audits to work closely with BSI clients to help them improve their performance by assessing their systems and processes against BSI standards.
Purpose of position
- Prepare assessment reports and deliver findings to clients to ensure client understanding of the assessment decision and clear direction to particular items of corrective action where appropriate
- Recommend the issue, re-issue or withdrawal of certificates, and report recommendations in accordance with BSI policy, procedures and prescribed time frame.
- Maintain overall account responsibility and accountability for nominated accounts to ensure an effective partnership, whilst ensuring excellent service delivery and account growth.
- Lead assessment teams as required ensuring that team members are adequately briefed so that quality of service is maintained and that effective working relationships are sustained both with Clients and within the team.
- Provide accurate and prompt information to support services, working closely with them to ensure that client records are up to date and complete and that all other internal information requirements are met.
- Coach colleagues as appropriate especially where those members are inexperienced assessors or unfamiliar with clients' business/technology and assist in the induction and coaching of new colleagues as requested
- Plan/schedule workloads to make the best use of own time and maximize revenue-earning activity.
Key responsibilities & accountabilities
- Assess client's Management Systems in accordance with the standards and relevant specifications and provide effective management of a portfolio of clients in carrying out assessments of their management systems so that they achieve, continue to meet, and if the client wishes ultimately exceed their scheme requirements.
- Assist Operation Team to liaise with clients and preparing the assessments and travel plans.
- Conduct necessary meetings and provide progress updates to clients on the conduct of pre-assessments / pre-visits, documentation reviews, initial assessments, continuing assessment, re-certification assessment visits and results of findings. Review and verify the acceptance of client's corrective & preventive actions plan.
- Ensure and manage the clients' records and other related matters are properly dealt with to assure client satisfaction is maintained.
- Lead assessment teams as required ensuring that team members are adequately briefed so that quality of service is maintained and that effective working relationships are sustained both with Clients and within the team
- Mentoring and coaching new or inexperienced colleagues as needed to meet the business needs.
- Following the training plan developed by the Line Manager in order to reach assessor status and then Lead assessor status through the prescribed program (based on the audit and technical knowledge, skills and experience they have as well as the requirements of ISO 19011). Participate in additional training based on future business needs.
- Maintain and develop assessment skills and technical and management system standards knowledge
- Any other assignments as needed to meet assessment delivery to achieve business objectives.
Knowledge / Skills / Abilities
- Qualifications and/or equivalent industry experience in the required industry sector as determined by the resource planning requirements (e.g. IRCA qualified auditor in ISO 9001 / ISO 14001 / ISO 45001);
- Demonstrate a thorough understanding of how a business operates to ensure appropriate interpretation of management system standards.
- Demonstrate high level interpersonal skills with the proven ability to communicate effectively at all levels within a client/s organisation and BSI.
- Proven negotiation skills to be able to negotiate technical issues when dealing with the client organisation's management in relation to assessment findings.
- Excellent presentation skills, able to present assessment findings professionally and effectively, often through formal stand-up presentation to a group of senior managers.
- Energy and commitment to undertake the assessor role, which can be very demanding, working within different premises every day, being in front of the client and constantly on the move.
- Learning ability to keep up with changes to business, industry, management thinking and developing assessment styles.
- Strong written communication skills able to formulate clear, concise and professional reports, explaining technical issues, within required timeframes. Effective communication through the written word is essential.
- Self-organisation skills / self-motivated - operating from home and remote from any BSI office, the assessor needs to be able to manage their own workload to maximise self-effectiveness.
- Demonstrate thorough technical knowledge to be able to interpret the language of the Client organisation.
- Demonstrates ability t
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