Job Description

RoleProgram SupportLocationIndiaWho are LRQA?LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. Weve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.While were proud of our heritage, its who we are today that really matters, because thats 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.What do we do?We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, with a core focus on Food & Beverage, Consumer Goods, Transportation & Mobility, Technology & Telco, Construction & Manufacturing, Energy and Renewables and Chemical & Processing.Our products and services range from independent third-party auditing to certification and training; we also offer consultancy services, real- time assurance technology and data-driven supply chain transformation programs. our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates around \xc2\xa3350m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.Role PurposeThis role is a member of the LRQA Client Services team that provides support to clients assessment programs. He/she will ensure that program requirements from the client are understood, communicated, and acted upon within LRQA Assessment operations, tracking and monitoring against targets.This role will work closely with the Account Management and Program Management teams to coordinate activities for the client, focusing on client satisfaction and retention of revenue and work closely with Client, Client Operations and Service Delivery teams, monitoring services against agreed KPIs for existing contracts, escalating issues where needed.Responsibilities

• Closely monitor progress of all services for specific client on daily basis, identify potential risk of delay and follow up proactively with internal teams and clients to address the risk.
• Escalate to client in a timely manner for delay process and collaborate with related teams for finding solutions to internal issues.
• Maintain and provide most updated tracking reports/records to specific client on regular basis.
• Respond to scheduling/reporting related questions from specific client through daily communications and regular meetings.
• Collect related data and prepare quarterly KPI reports for specific client.
• Carry out specific, client related tasks where relevant that do not fit into normal operational delivery.
• Support team in managing client helpdesk and other tasks as needed.
• KPIs

• Achieving 100% of available contract revenue defined for each FY
• Abide by year planning cycle and ensure consistency of proposed and confirmed planning as defined in Project Plan
• Increase in NPS by X% YOY or NPS of XX by year end
• Client Ops Group 1 KPIs achieved (evidence of escalation)
• Program specific client KPIs achieved

• Other duties as assigned.

Requirements:

• Bachelor degree or above
• 2+ years of working experience, preferably in the relevant Certification/TIC industry
• Experience of working in a client facing commercial environment, including KPI and reporting
• Strong IT skills including SAP/Excel/PowerBI etc
• Good communication skills in both written and verbal English; Regional languages where appropriate

• Proven ability to troubleshoot complex issues and take account ability for solutions

• Immediately available is highly preferred

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 ).Copyright \xc2\xa9 LRQA 2024. All rights reserved. Terms of use. Privacy Policy.Copyright \xc2\xa9 LRQA 2024. All rights reserved. Terms of use. Privacy Policy.

LRQA