Client Manager - Key Accounts

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Purpose of the position

• To conduct on-site assessments against the requirements of relevant standards or specifications

• To provide expertise, produce surveillance and initial assessment reports and make recommendations for certification decisions.

• To promote the BSI product offering and solutions to our clients with the view of improving their business performance, managing risk and Making excellence a habit

Key responsibilities & accountabilities
Generic :

• Onboarding and welcoming new clients

• Undertake management system assessments in accordance with BSI requirements.

• 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.

• 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

• Establish and develop an effective partnership, which secures the commercial relationship and

• encourages opportunities for business development and increased client satisfaction with clients in your portfolio.

• 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.

• Plan/schedule workloads to make best use of own time and maximise revenue-earning activity.

• 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.

• Maintain and develop assessment skills and technical and management system standards knowledge.

• Provide technical support to clients through business development, sales and customer service staff

Specific to Key Account

• Build sustainable relationships, act as the liaison for the client and BSI and increase collaboration between BSI and the client/ Key Client

• Develop a Client Operations Manual that will support the management of the BSI/Client relationship according to specific Key Performance Indicator

• Provides support to the Key Account Customer Advisor for efficient data entry, auditor planning, and scheduling of customer visits and entering all workflow changes for clients

• Implement an Account Progress Review Framework that will enable the continuous review and monitor the client's performance to provide improvement solutions and actionable plans

• Work with the Commercial Account Leader to develop the Account Management Plan Strategy that will ensure the uncapping of the growth potential within these Key Accounts based on the IMETA strategy

• Ensure that the planning of all audits is scheduled at least 6 months in advance to ensure that the appropriate audit team is selected, booked, and confirmed

• Ensure that all training services delivered are delivered according to the partnership plan

• Provide regular reports to Operations Manager - Key Account on Key Account activities and recurring issues.

• Manage client concerns, provide resolutions, and find new opportunities to enhance client relationships.

• Schedule and attend client meetings as per the Partnership Management Plan and as and when requested by the client

• Deliver as a target of 180 days (combination of billable, program management and non-billable) audit days per year.

• Perform other projects assigned.

Act as a brand ambassador for BSI by demonstrating professionalism, ethical conduct, and promoting BSI services to help clients Make Excellence a Habit.

Candidate specifications

• Bachelor degree or above in Information Technology.

• An IT professional with training and a working knowledge of ISO 27001 for Information Security Management System and ISO 20000 FOR IT Service Management will be an added advantage.

• Minimum 4 years working experience in IT, with 2 years work experience in IT.

• Commercial understanding of compliance industry, minimum 2 years quality system management Knowledge of business processes and application of quality management standards

• Good verbal and written communication skills and an eye for detail

• Be self-motivated, flexible, and have excellent time management/planning skills Can work under pressure

• Willing to travel on business intensively

• An enthusiastic and committed team player

• Good public speaking and business development skill will be considered advantageous

Key performance indicators

• Delivery of man-days as booked in time and good quality work together with positive feedback from clients

• Feedback efficiently to both clients and internal queries Timely submission of reports

• Actively solve problems when needed with can do attitude

• Add value to clients by identifying their needs and introducing multiple BSI services to improve clients business performance and help them Make excellence a habit

• Help to avoid customer attrition by providing quality value added service and technical support

• Attended to all the trainings as advised during tenure of service

• Adhere to applicable BSI Procedures

Travel requirements:

• Regular travel required for on-site assessments.

Language requirements:

• Proficiency in Business English (written and spoken).

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About Us

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.

Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society's critical issues - from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.