Job Description

Job ID:40684

Location:Mumbai: Solitaire Corporate Park

Position Category:Client Management

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 50 countries, has more than 2,500 colleagues, generates 315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.




Role Purpose


• Proactively responds to complex customer queries as required and supports less experienced colleagues.
• Support service delivery of complex queries to meet or exceed customer expectations/ business SLAs, ensuring a positive introduction to LRQA.
• May include delegation and monitoring of other's work.






Key responsibilities


• Provide a high level of specialist support. Build effective relationships with external customers ensuring a positive introduction to LRQA, the services we offer, and that expectations are clear.
• To onboard new customers and to offboard existing customers ensuring that our systems are updated accurately with contracts in BOS along with any subsequent changes/ changes to client details, aligned to customer expectations. Review progress on an ongoing basis to support changes in scope and the re-issuing of contracts where required.
• Prioritise, plan and issue complex certification support tasks in line with or ahead of agreed business SLAs. Includes responding to or re-directing customer/internal correspondence and liaising with other team members, departments and offices to proactively resolve service issues within agreed deadlines/targets.
• Support the uploading of audit reports and certificates into the portal.
• Proactively support complex queries in relation to the certificate suspension/ withdrawal process as required, ensuring the appropriate authorisation/s and follow up correspondence with the customer.
• Proactively support colleagues managing key accounts.
• Proactively support the promotion of the portal by engaging with customers to ensure that they can use all aspects of the tool. Escalate operational issues as appropriate.
• Responsible for the accuracy and completeness of data in BA&IS systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs to support smooth delivery of resource and invoicing.
• Build and maintain excellent relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer opportunities for new business as appropriate.
• Proactively respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager. Proactively identify and propose improvements to processes and procedures.
• Proactively carry out complex tasks at the request of people managers and proactively contribute to team meetings and initiatives.
• Mentor less experienced colleagues and share knowledge of BA&IS's products, processes and designated customers. Liaise with and provide support to other offices/ departments as may be required.
• Develop a thorough understanding of BA&IS products, services, systems and processes.






Technical / Professional Qualifications / Requirements


• Degree with a work experience in Client Management preferably in a service industry.
• Strong communication, interpersonal and relationship-building skills
• Take responsibility for delivery customer needs
• Ability to proactively understand and assess issues, devise solutions and see them through to resolution
• Build and support teamwork, engaging actively and supporting others
• Proficiency in MS Office - a must
• Good command over English (written as well as spoken)






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).