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Job Title: UK&I Service Delivery Manager – Product Certification

Location: Homebased (United Kingdom)

Job Type: Permanent, Full-time

Travel Requirements: Some travel expected within UK&I

We are seeking a talented UK&I Service Delivery Manager to join our Global Product Certification team. In this exciting role, you will play a pivotal part in shaping the future of our product certification services and client assessment delivery.

This is the perfect opportunity to join us at the beginning of our new journey; to build & establish the foundations for our client manager team and apply your operational leadership and direction in ensuring we exceed our business objectives and continue to grow.

In this role, you will be responsible for overseeing effective delivery of audit days required by the business, including recruiting, maintaining budgeted headcount, upskilling, and creating capacity where required.

You’ll ensure our delivery consistently meets the highest level of customer satisfaction and regulatory compliance.

Key Responsibilities & Accountabilities:

Manage, forecast, and deliver days in line with the budget, providing timely and accurate forecasting for operational delivery.Recruit team members to maintain budgeted headcounts, creating capacity for growth, succession planning and identifying any resourcing risk.Develop a strategy and vision for your team that support BSIs overall strategic plan for the UKI region, whilst working collaboratively across the PC Global teams to align our focus areas.Work collaboratively with sales to grow Product Certification within the UKI, and wider regions, ensuring you are supportive to the New Product Development process and align our resources.Work closely with the Sample Collection and Planning teams, to ensure audits are appropriately resourced, managing the un-booked work and taking a proactive approach to difficult or niche products.Setting and reviewing KPIs and objectives for the team and reporting on these.Monitoring customer satisfaction ensuring any client complaints, dissatisfaction or queries are addressed in a timely manner.Ensure all team members are following working procedures and utilising operational systems currently in place.Continually review our assessor performance, though a variety of activities, report reviews, on site staff audits, NCR/RFI findings ensuring these any findings are promptly addressed and solutions out in place to support true root cause resolution. Encourage employee engagement and a positive team culture, acting on feedback from the employee engagement surveys and team members, including monitoring their working time.Ensure impactful and effective communication and meetings, delivering key messages consistently.Work with the Resource Development Team to on board and upskill team members effectively.Conducting annual and midyear Performance Development reviews and ensuring the individuals have active development plans in place.Collaborate across other functions within the business as necessary not limited to but including marketing, sales, Compliance and risk, finance, HR to optimise performance in territory.Act as a thought leader, suggesting and contributing to improvements.

Required Skills & Experience:

Able to demonstrate a high level of operational awareness and leadership skills.Able to demonstrate commercial acumen across areas such as budgeting, forecasting, objective planning and industry awareness.A sound understanding of auditing or product certification schemes.Ability to effectively coach and develop others to drive performance.Inspirational and motivating communication skills.Improvement focussed mindset.Good planning and organisational skills with the ability to prioritise and adapt priorities continually.Strong team playerProven problem solver, able to act quickly, exercising discretion and making decisions within prescribed parameters.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.